Manager, Customer Implementation Services

Preferred location, Annapolis MD or Atlanta GA

Who We Are Looking For

The Manager of Customer Implementation Services oversees a team within Crisis24 that delivers implementation services for customers new adding solutions from the Crisis24 solutions suite. This includes project management services for all Custom Solutions projects and provides detailed and documented customer use cases and requirements for the Product team.

In addition, the Manager also leads the discussion on the scope for any work effort (Statement of Work for implementation and professional services) for customers. The SOW includes technical requirements, along with all SOW language to ensure a complete contractual document for the customer.

We are passionate about developing our people and culture. The Manager, Implementations leads by example, develops each individual team member, and coordinates personnel and resources required to successfully complete projects.

What You Will Work On

• Build deep customer relationships to understand their needs both from a use case and technical perspective.
• Serve as liaison between technical and non-technical teams, across internal teams, as well as in customer and vendor/subcontractor organizations, to ensure all project targets and requirements are met
• Coordinate activities and tasks among project team members, other internal departments and customer or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints, and of the appropriate quality standards for the project scope
• Develop project schedules to complete deliverables, determine critical paths, identify risks, and develop mitigation plans
• Create communications of project plans, project statuses and issues to all stakeholders (including executive management and project team)
• Monitor and control inputs and documentation, which includes scope packages, project metrics, project plans, business cases, assets, resource plans, etc.
• Ensure projects are on schedule, high quality, within determined budget, and meet the measures of success defined
• Create and report on Key Performance Indicators (KPIs), including margin, efficiency of the team members, customer satisfaction, and other identified KPI's.
• Manage budgets and process compliance as well as provide input to incremental process improvements with the use of lessons learned and other project process tools
• Utilize appropriate project management tools (i.e., Salesforce, Certinia, etc.) and agile project management methodology to execute projects

What You Will Bring

• Bachelor's degree or equivalent business-related experience
• 5+ years of experience in Professional Services for SaaS projects, including project management
• Analytical and detail-oriented, with strong time management and organization skills
• Strong and clear written and oral communication skills required
• Must have knowledge/proficiency with the following: Jira, Agile project management methodology
• Proficient in MS Office products (Outlook, Word Excel, PowerPoint, Teams, etc.)
• Experience successfully managing a team

Preferred Qualifications

• Certifications: PMP, PMI-ACP