Product Implementation Manager

Key Corporate Solutions - Fremont, CA

Full-time

Fremont, CA

Publishing Industries

About the position

The Product Implementation Manager plays a crucial role in the successful deployment of our Clinical Research Platform, products, and services. This position requires close coordination with both customers and internal teams, including sales, contract management, implementation management, research and development, and finance. The primary responsibility of the Product Implementation Manager is to oversee the planning, execution, and successful implementation of projects, ensuring they are delivered on time, within budget, and meet quality standards. This role involves managing cross-functional teams and acting as the primary contact for customers throughout the implementation process. In this position, the Product Implementation Manager will be responsible for establishing performance metrics and key performance indicators (KPIs) for the team and each engagement. By leveraging these metrics and their experience, they will identify and implement initiatives aimed at continuously innovating and improving project management methodologies and processes to achieve customer success. The manager will also conduct customer satisfaction surveys during various stages of implementation, aiming for a minimum rating of 4 out of 5. The role requires the development of comprehensive project plans, including resource requirements, timelines, and quality expectations. The Product Implementation Manager will conduct pre-kick-off and kick-off meetings to align project goals, plans, and communication strategies. They will also participate in establishing best practices, templates, policies, and tools to enhance the organization's capabilities. Building and leading a team of implementation specialists with the necessary domain knowledge is essential to ensure successful customer engagements. Additionally, the Product Implementation Manager will need to develop in-depth knowledge of the domain and products to effectively advise customers and provide leadership during implementations. They will work closely with sales and implementation services to scope and estimate customer engagements and may need to work flexible hours to accommodate global partners and customers. Frequent travel, estimated at 25% or more, is required for project implementations and tradeshows, necessitating coordination and management of site visits.

Responsibilities

• Act as the project manager and primary contact for customers during implementation and deployment of software and services.
• Ensure successful project completion by managing organization, plans, budget, communication, risk management, documentation, and stakeholder involvement.
• Establish performance metrics and KPIs for the team and each engagement, and implement initiatives to improve project management processes.
• Conduct customer satisfaction surveys and achieve a minimum rating of 4 out of 5 during various implementation stages.
• Build and deliver project plans by reviewing workplans and determining resource requirements to meet project timelines and quality expectations.
• Conduct pre-kick-off and kick-off meetings to align on project goals, plans, and communication strategies.
• Participate in establishing and improving best practices, templates, policies, and tools for the organization.
• Build and lead a team of implementation specialists with the necessary domain knowledge and skills.
• Mentor and coach team members regarding performance and career progression.
• Work with cross-functional teams to ensure customer success and manage project budgets effectively.
• Develop in-depth knowledge of domain and products to advise customers and ensure successful implementations.
• Recommend product enhancements and new opportunities to the Product Management team.
• Collaborate with sales and implementation services to scope and estimate customer engagements.
• Be flexible with working hours to accommodate global partners and customers.
• Manage frequent travel and site visits as part of project implementations.

Requirements

• Bachelor's degree required.
• 10+ years of IT project management experience with a proven track record of meeting timelines and budgets.
• Formal project management training and/or certification (PMP Certification is a strong plus).
• Proficient in software project/product implementation.
• Experience using project management and presentation tools.
• Experience in writing business requirements and functional specification documents.
• Excellent written and oral communication skills.
• Strong organizational, presentation, and coordination skills.
• Ability to prioritize and solve problems in time-critical situations.
• Excellent leadership and interpersonal skills.
• Proven ability to manage multiple customer engagements concurrently.