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Reporting to the Delivery Manager of the Services team, the Implementation Lead will be client facing and responsible for directly leading and implementing projects with our US and EMEA- based customers. The role will perform project tasks such as leading project kickoffs, conducting workshops, managing client touchpoints, system configuration, training, documentation, leading and liaising with a Manila-based team and customer follow-up. This role will handle a number of projects simultaneously, providing expert recommendations for content leading solutions in a consultative role.
Job Responsibility:
Manage the implementation of US and EMEA-based projects, ensuring that all tasks are completed on-time and within budget
Handle multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction
Assess solution specifications in light of customer requirements and recommend solution changes that optimize value for both the customer and Aprimo
Understand and in some cases develop a project plan by setting proper timelines for project tasks including requirements gathering, configuration, product training, solution testing, and production rollout
Complete customer facing documentation throughout the implementation process- such as meeting presentations, workbooks, sign-off agreements, etc
Schedule and conduct client project calls
Miscellaneous project calls as required
Manage deliverables within the Manila-based configuration team and align team deliverables
Successfully manage multiple, simultaneous implementations by continually motivating clients, ensuring project timelines are met and client and/or partner issues are addressed while adhering to Aprimo’s Standard Operating Procedures (SOPs)
Proactively provide status updates to client team, including Executive Sponsors, to ensure successful and timely implementation
Communicate client status to Implementation Services Manager, consistently and regularly
Additional duties and responsibilities as needed
Requirements:
Ability and willingness to work a permanent night shift schedule of 5 PM to 2 AM PST is required
Four-year degree required
Minimum of 4 years’ experience in an Implementation (Professional Services), Senior Support Representative, Project Manager, or Project/Team lead experience is required
Excellent verbal and written communication skills (English) is required
Proven experience working with US based customers is highly desired
Previous experience in a role directly interacting with clients, preferably related to implementation or project management
Passing grade on an Aprimo Certification Exam within the first 30 days of employment and must be able to maintain 2 product certifications annually
Proven ability to foster internal/external relationships, overcome objections and motivate clients
Strong problem-solving, communication and client management skills
Nice to have:
Willingness to be on camera
Exceptional written and verbal communication skills
Excellent organization, planning and project management skills
Ability to lead full-cycle Aprimo implementation projects by translating complex business requirements and processes into Aprimo configuration workbooks
Ability to lead workshops, schedule and lead client touchpoints, manage client expectations during escalate to leadership appropriately
Ability to schedule, manage and liaise daily touchpoints with Manila configuration team to manage deliverables, timelines, status, changes, and client expectations accordingly
Must be an independent self-starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously
Ability to operate with minimal guidance
must be able to exercise sound judgment and decision making in challenging situations
Prioritize multiple responsibilities and deliver on commitments
must be comfortable working in a fast-paced, dynamic environment
Must be an expert at developing and maintaining positive and productive relationships with clients
impeccable communication skills and ability to understand clients’ needs is imperative
Able to build collaborative relationships with supervisors and peers
able to delegate responsibilities with ease
able to provide constructive feedback and praise
able to understand and educate others
What we offer:
Competitive commissions structure
Competitive benefits coverage that begins on the first day of employment
Generous Leave options: Annual, Sick, & Special Leaves such as Marriage, Paternity, Maternity, and Bereavement