Senior Implementation Manager - Team Lead

As a Senior Implementation Manager - Team Lead at IntelligenceBank, your primary responsibilities include ensuring delivery excellence for client implementations, training clients on their platforms, and effectively managing allocated projects. You'll also document best practices, collaborate with the North American Implementation team, and provide hands-on guidance to the APAC Implementation team.

To qualify for the Senior Implementation Manager - Team Lead position at IntelligenceBank, you'll need experience in managing technical implementation projects in a SaaS setting, strong project management and communication skills, and the ability to lead high-quality client discussions. A knack for customer service and stakeholder management is also crucial.

The Senior Implementation Manager - Team Lead plays a pivotal role in customer success by managing client implementation processes, ensuring projects are delivered to specification, and mentoring team members. By wrapping our product functionality around client use cases, you facilitate thoughtful solutions that drive customer satisfaction and loyalty.

At IntelligenceBank, the work environment for a Senior Implementation Manager - Team Lead is dynamic and collaborative. With a hybrid model allowing for both in-office and remote work, you’ll engage closely with your team and clients, fostering strong relationships while enjoying the flexibility of working in your own space.

The application process for the Senior Implementation Manager - Team Lead position at IntelligenceBank involves reviewing your application, followed by a phone screening. Successful candidates will then participate in face-to-face interviews that focus on both behavioral and technical aspects relevant to the role, culminating in a reference and criminal history check.

To manage multiple client implementation projects effectively, I prioritize tasks by defining clear milestones and deadlines. Utilizing project management tools, I keep communication channels open with clients and team members. I also ensure regular progress checks and adjust timelines as needed to stay on track.

In a previous role, I encountered a situation where a client was unhappy with the project progress. I scheduled a meeting to openly discuss their concerns, actively listened, and collaboratively sought solutions. This approach not only resolved the issue but also reinforced our client relationship.

I implement regular training sessions and create a shared knowledge base that includes updates on new features and best practices. Additionally, I encourage team members to participate in product quizzes to ensure they understand changes and can apply them effectively in client projects.

To measure implementation success, I track metrics such as project delivery timelines, client satisfaction ratings post-training, and the number of support tickets generated after handover. These metrics provide insights into both the efficiency of the implementations and the client’s ongoing satisfaction.

My approach to stakeholder management involves initial identification of all stakeholders, understanding their needs and expectations, and maintaining open communication throughout the project. I provide regular updates and feedback loops to ensure their input informs the implementation process.

When handling conflicting priorities, I assess the impact of each task and engage proactively with stakeholders to negotiate priorities. I focus on aligning the team’s efforts with business goals while ensuring that client expectations are also met.

I have extensive experience using tools like Asana, Trello, and Microsoft Project to manage projects. These tools allow me to create timelines, assign tasks, and ensure all team members are aligned on project goals and progress status.

I take a hands-on approach to client training, focusing on their specific needs and scenarios. I develop tailored training sessions and materials that align with their use cases, ensuring clients feel confident and supported when using the new platform.

To foster teamwork within my implementation team, I promote open communication and regular brainstorming sessions to share ideas and solutions. I also emphasize the importance of celebrating team successes, which enhances collaboration and morale.

I prioritize customer feedback by systematically gathering it at various project stages, then analyzing responses to identify trends and areas for improvement. I ensure that actionable insights are communicated to the team and integrated into our implementation processes for continual enhancement.