Implementation Project Manager - Utility Customer Care & Billing Software

As an Implementation Project Manager at NISC, you will be responsible for coordinating and executing software implementation projects for our Member/Customers in the utility and telecom sectors. This includes validating the accuracy of data conversions, providing application support during the project lifecycle, training personnel on our Customer Care and Billing software, and preparing Change Requests to ensure continuous improvement. Your role is crucial in delivering seamless software solutions and enhancing customer satisfaction.

To qualify for the Implementation Project Manager position at NISC, a Bachelor’s Degree in a business-related field is preferred, although equivalent experience may be accepted. You should have basic knowledge of project management processes, business software applications, and the utility or telecom industries. Strong communication skills and the ability to multitask and manage expectations effectively are also essential for success in this role.

Candidates for the Implementation Project Manager role at NISC should possess basic knowledge of software applications related to utility and telecom, basic verbal and written communication skills, and an ability to analyze data. Strong problem-solving skills, attention to detail, and the capacity to organize and prioritize tasks are also important. Additionally, having an understanding of change management best practices is beneficial.

At NISC, the work culture is collaborative and supportive. As an Implementation Project Manager, you will find yourself in an environment that fosters teamwork and encourages innovation. We believe in empowering our employees, valuing integrity, and building lasting relationships both internally and with our Member/Customers. It’s a place where personal development is prioritized, allowing you to grow and thrive in your career.

Yes, the Implementation Project Manager role at NISC may involve some travel, generally around 10-20% of the time. This travel is essential for meeting with Member/Customers to provide on-site support and ensure successful software implementations. Being flexible with travel arrangements will enhance your effectiveness in delivering outstanding customer service.

To manage conflicting deadlines, I prioritize tasks based on urgency and impact, ensuring that I communicate openly with all stakeholders. I leverage project management tools to stay organized and allocate resources efficiently, allowing me to meet each project's needs without compromising quality.

My approach to data validation involves a systematic review of the converted data against original datasets. I perform checks to ensure accuracy and consistency, collaborating with team members to identify discrepancies and resolving any issues that arise, creating a smooth transition for the Member/Customers.

I use a mix of hands-on training sessions, user-friendly documentation, and interactive demonstrations to ensure personnel effectively learn the new software. Additionally, I encourage questions during training to clarify doubts and provide follow-up support to reinforce the learning.

Ensuring customer satisfaction during software implementations involves maintaining open communication and setting clear expectations. I actively solicit feedback and address concerns promptly, making adjustments on the fly to ensure the clients feel supported and valued throughout the process.

In a previous project, we faced unexpected data conversion errors just days before release. I coordinated a team meeting to identify the source of the issue, implemented a corrective action plan, and communicated transparently with the customer about our progress. This approach not only resolved the issue but also helped build trust with the client.

I utilize platforms like Asana or Trello for project management because they provide visual task tracking and collaboration features that enhance team communication. These tools help in setting deadlines, assigning tasks, and keeping everyone on the same page, which is vital for effective implementation management.

I prioritize tasks based on project objectives, customer needs, and urgency. I assess dependencies among tasks and ensure that critical milestones are reached on time by breaking down larger tasks into manageable parts and regularly checking in with the team.

My experience with change management involves assessing the impact of new software solutions on existing processes. I work closely with stakeholders to communicate changes, offer training, and gather feedback to ensure a smooth transition and high user acceptance rates.

Effective communication is key; I schedule regular updates via email or calls to keep customers informed of progress and any potential concerns. I encourage open dialogue and ensure that I am always available to address queries throughout the implementation process.

I believe that teamwork is essential in project management. Collaborating with team members allows us to leverage diverse perspectives and expertise, leading to more innovative solutions. I promote a culture of cooperation where every voice is valued, and we work towards common goals together.