Implementation Manager

As an Implementation Manager on the Professional Services team, you will be responsible for leading and managing software implementation-related projects for new and existing customers.

You will collaborate closely with multiple resources and customers to manage and deliver project outcomes. This requires project management responsibilities, product expertise and working closely and collaboratively with customers to design and deliver product solutions. You are expected to be a trusted consultant and advisor to customers in implementing all aspects of the BenchPrep platform.

The mission of the Professional Services team is to help our customers launch and grow on the BenchPrep platform. Ultimately, supporting business goals via NRR services, ARR services, and high customer satisfaction scores in support of renewals.

In this role, you will:

• Lead and/or support multiple software implementation-related projects that vary in length and complexity
• Own and manage processes & schedules (build the schedule; edit and adjust it weekly, track status and delivery of content all deliverables, contributors, dependencies, and risks; ensure team-wide visibility)
• Document all project artifacts and ensure that they are completed, organized, and stored appropriately
• Plan, identify and evaluate SMEs and vendors as needed
• Efficiently allocate and manage resources across projects to meet timelines and deliverables.
• Monitor and strive to achieve high levels of customer satisfaction through exceptional project delivery and support
• Demonstrate a deep understanding of the BenchPrep’s features, functionalities, and applications via solution design, consultation & training to customers and internal teams, as needed
• Administer, configure and test the platform based on customer solution requirements
• Establish positive and productive relationships with customers and internal stakeholders
• Be accountable for all project-related customer communication (including scheduling/running meetings, email communication and sometimes chat)
• Track SME and vendor budgets throughout a project (if applicable)
• Empower, motivate, and support team members to do their best work in the creation and delivery of impactful, well-designed content

Skills and experiences we value:

• 5+ years of project management experience preferably in an enterprise SaaS environment.
• 5+ years in a customer-facing role
• 5+ years helping customers design and implement SaaS solutions
• Direct and heavy client-facing experience working with various project stakeholders.
• The ability to communicate (written & verbal) clearly, professionally and effectively with any/all project stakeholders
• Highly organized, process-driven, and analytical in nature with outstanding project management skills.
• Highly tech-savvy and able to learn software quickly
• Excels in delivering multiple concurrent projects, with excellent communication, and with timely, quality, and efficient results to multiple project stakeholders.
• Proficiency using G-suite, Confluence, Jira, and Smartsheet.
• Data-driven: comfortable with data, analysis, and reporting.
• CAPM, PMP Certifications a plus.

Performance metrics include:

• Customer satisfaction
• Ability to demonstrate product expertise
• Delivering project outcomes on time and within budget
• Ability to manage multiple projects concurrently (4-6+)