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Implementation / Support Manager

Role & Responsibilities The primary role of the Implementation/Support Manager is to lead and support all aspects of customer implementations for our software products. This includes:Define the detailed project implementation plan for each customerCoordinate and assign project tasks, establish and manage timelines and maintain project planManage a team of testers and support staff. ?This position will report to VP of IT.Serve as the lead contact for customer interactions and implementation activitiesTrain and prepare customers for successful rollout. Will be able to facilitate training sessions that help establish processes and practices that align with our clients workflowDevelop, track and report key implementation progress metricsWork with the support and development team to manage issues reported by customersFollow documented process to rollout the bug fixesPrioritize and escalate issues when needed, keeping key stakeholders informed of progressEnsure customer satisfaction through follow-up, client responsiveness and thorough communicationLearn new releases and functionality in preparation for the next implementationWill be able to craft user guides and documentation to enhance the learning experienceBackground/RequirementsRelevant Bachelor?s degree; preference for Business, Organizational Development, Project Management or related degreeMinimum 3 to 5 years of team management and project management through implementation.Ability to manage multiple customers and implementation projects simultaneouslyProven ability to influence others and lead customer engagementsDesire to lead and enforce project tasksExcellent communication and presentation skillsAbility to multi-task, prioritize and manage time effectivelyStrong internal communication skills including the ability to work with all levels of an organizationCreate and deliver training and documentation? for our products using document creation tools.? Knowledge of ?MadCap is a plus.Effectively conduct training sessions via one-on-one training, group trainings, and webinarsWork with the development team to fix the issues? reported by customers. - provided by Dice
MadCap, project manager, coordinator, implementation


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