Implementation Project Manager - Utility Customer Care & Billing Software

In the role of Implementation Project Manager at NISC, you will be responsible for coordinating software implementation projects, training customer personnel, and providing application support. You will also validate converted data and prepare change requests throughout the project lifecycle, ensuring that our customers are satisfied and well-equipped to use our utility solutions.

NISC prefers candidates with a Bachelor’s Degree in a business-related field or equivalent experience. While advanced knowledge of project management processes is beneficial, candidates with basic knowledge and strong communication skills will also be considered, as our training program will help build your expertise in the Utility sector.

The Implementation Project Manager role at NISC offers a hybrid schedule after your onboarding training. You will be required to work in the office a minimum of three days per week, with Tuesday and Wednesday being mandatory. The choice for a third day will be made between you and your supervisor, providing flexibility in your schedule.

As an Implementation Project Manager at NISC, you will work primarily with our Customer Care and Billing (CC&B) software solutions, focusing on their implementation and utilization by our Members. Familiarity with business-related software applications and an understanding of the Utility and Telecom industries will be advantageous.

In this pivotal role, the Implementation Project Manager at NISC is expected to provide ongoing support throughout the project lifecycle. This includes answering customer inquiries on software usage, handing after-hours calls when assigned, and assisting with troubleshooting during implementation, all while maintaining high standards of customer service.

When discussing your experience, aim to provide specific examples of project management tools you have used, such as Asana or Microsoft Project. Discuss any methodologies you are familiar with, such as Agile or Waterfall, and how they've helped in past projects.

It's crucial to listen actively to the customer's concerns. Acknowledge their feelings, investigate the issue promptly, and communicate openly about steps you will take to resolve the matter. Highlight your problem-solving skills and focus on finding a solution that meets the customer's needs.

Share an experience where you successfully simplified a complex concept. Use relatable analogies and be patient in your explanations. Emphasize your ability to tailor your communication style to your audience's level of understanding.

Effective prioritization is key. Discuss how you assess project timelines, deliverables, and resource allocations. Mention any tools or methods you use, such as task lists or Gantt charts, to keep track of progress across multiple projects.

Describe your systematic approach to verification processes, such as validating data against original sources and conducting test cases. Emphasize the importance of attention to detail and collaborative reviews with the client.

Emphasize the significance of building trust and maintaining open communication with customers. Highlight your commitment to understanding their needs and delivering timely, effective solutions as their advocate.

Relate a specific project where your leadership resulted in enhanced user adoption or met tight deadlines. Detail the challenges faced, your actions, and the positive outcomes for both the customer and your team.

Discuss your methods for creating comprehensive training modules, adapting content based on the audience's technical acumen, and utilizing a mix of hands-on practice and theory to ensure thorough understanding.

Share insights on fostering collaboration within teams. Discuss your strategies for encouraging participation, sharing responsibilities, and celebrating collective achievements, which contribute to successful project outcomes.

Mention specific industry publications, webinars, or networking groups you follow to stay current. Emphasize your proactive approach to continuous learning and how it informs your work as an implementation project manager.