Client Implementations Project Manager Arise
Founded in 1997, Arise Virtual Solutions Inc. is the world?s leading provider of virtual business process outsourcing and contact center services for brands seeking to improve business results through their sales and service channels.
Headquartered in Miramar, Florida, Arise has over 270 employees. We customize and deliver high-quality voice, e-mail, chat, and mobile customer service, technical support, and sales through a network of over 26,000 entrepreneurial, self-incorporated home-based Client Support Professionals in the United States, United Kingdom/Ireland and Canada.
Clients gain value through our unmatched combination of superior service and best cost. Through the delivery methodology of Undisputed Top Performance? Arise?s 100 percent virtual model is able to best match Client Support Professional's skills to specific client needs. This allows companies unparalleled flexibility for growth and profitability while improving their customers? satisfaction.
No other company better understands how to bring virtualization to life for premium brands.
Arise is searching for an Implementation Manager to provide project development, leadership, management, and oversight for new client implementations and large existing client new business and growth projects. These projects are normally major initiatives that require corporate guidance and oversight. They will vary depending on size and scope and will require flexible tailored project management solutions. This position provides day-to-day project team management as well as communications with key stakeholders and subject matter experts to ensure successful execution. It includes direct interaction with a broad range of senior, technical, and functional managers along with subject matter experts within Arise and the client teams.
Manages implementation of strategic accounts by managing the five project management process groups ? initiate, plan, execute, control, and close.
Develops and manages project plans based on implementation scope information collected in the sales, contracting, and discovery process.
Defines the roles, identifies, and coordinates the activities of Technology, Recruiting, Certification, and Client Results Team resources for the project
Schedules, coordinates, manages standing calls with the Arise and client team to drive communication with client?s contacts and PMO including status reporting
Day to day Single Point of Contact for client. The voice of Arise to the client PM.
Manages project priorities and requirements to ensure that the project is delivered on schedule, within scope, meeting quality expectations and within budget
Resolves project problems and conflicts, escalating when necessary
Develops and delivers appropriate communications solutions to ensure that impacted teams are informed as early as possible in the PM process
Analyzes project outcomes and applies lessons learned from recent projects
Delivers desired results to client
Schedules and facilitates implementation initiation and client discovery calls/visits to collect all planning information needed to create a uniquely tailored plan to fit the client business opportunity.
Leads the discovery effort to scope the overall project and identify key requirements, players, and responsibilities. Creates the detailed discovery summary package for internal team.
Creates and maintains the master project plan (MSProject)
Receives input from Sales, Technology, and Certification teams
Builds the appropriate tasks and dependencies using Arise and client planning factors.
Establishes an accepted and recognized change control process.
Resolves scheduling and resource conflicts as appropriate.
Coordinates with and directs the activities of the appropriate technology team lead/SME to build the appropriate voice and data integration and connectivity.
Coordinates with the appropriate Certification team lead/SME to build a comprehensive sourcing, training development, and delivery solution, including curriculum design, instructor/mentor selection and assignment, train the trainer, class medium, scheduling, and delivery, certification and quality assurance program development and execution, recruiting announcements and ACP (Arise Certified Professional) selection.
Coordinates with the assigned Client Results team manager to build the appropriate system configurations to ensure implementation and operations success.
Schedules and coordinates standing calls with the Arise and client teams for communication with designated client contacts/PMO for continuous and complete status reporting.
Manages the nine knowledge areas of project management including: scope, time, cost, resources, risk, communications, project integration, procurement, and quality.
Oversees and directs the project execution and Arise/client counterpart coordination and interaction
o Contract is signed and delivered in time to finalize and properly design/deliver all project management, training, and technology requirements.
o Technology solution is designed and delivered in time for all scheduled training and operations activities
a. Network connections built and activated
b. Arise system and security configurations implemented
c. VCMS partitions, projects, work groups, menus, prompts, dispositions, treatments, and reports
d. ACP application addressing, access, and desktop configurations done
e. Standard and custom reporting built and ready for service
f. Arise support desk/client support team handling and escalation procedures in place
Ensures that the curriculum design and development effort is built and delivered in time for all training activities
o Curriculum discovery and design plan approved by client
o Curriculum delivered, tested, and approved by the client
Coordinates and drives training delivery solution
o Instructors and mentors selected and trained
o Class type, scheduling, and delivery solution
o Facilities scheduled and prepared as needed
o Certification and quality assurance program
o Client coordination to resolve delivery problems
o Post delivery nesting, reviews, and refresher plan
BMS, Starmatic, and VCMS systems or client systems are configured to ensure training and operations success
o Scheduling, logins, and administration
o Business Management System client, client applications, client logins, report access and scheduling, downloads, and chat rooms.
o VCMS access for clients, Arise corporate team, trainers, mentors, and ACPs
Coordinates with the CRM and Contracting to ensure completion of VSC (Virtual Services Corporation) contracting based on training results.
o Certified ACP lists delivered Contracting
o Contracts completed and signed within specified window
o All certified ACPs able to post schedule then access and service the clients
Participates in the project budget development and expense tracking
Participates in development and maintenance of all project management policies, procedures and tools
Is thoroughly familiar with all Arise training, technology, and operational processes and procedures.
Other responsibilities as necessary.
Bachelor's degree from four-year college or university; or four to five years related experience and/or training; or equivalent combination of education and experience.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and communicate effectively (written and verbally) with clients, stakeholders, and senior leadership.
Ability to manage client relationships and instill sense of confidence with new prospects
Excellent analytical and organization skills, including the proven ability to adapt to a dynamic project environment and manage multiple projects.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
The proven ability to manage key stakeholder interests in an ambivalent culture while at the same time managing conflicting priorities and business interests.
Proficient in the use of a personal computer and various software applications such as Windows, Microsoft Office, Microsoft Project, Internet Explorer, and Electronic Mail.
Ability to organize and work effectively with project teams of staff from department and clients participating in the various project efforts.
Demonstrated leadership qualities such as conflict/issue resolution.
Travel may be required to meet our client?s needs.
Competitive Compensation and Benefits which include:
Health/ Dental/ Vision/ Flex Spending Benefits
Great PTO and Holiday Plan!
Maternity/ Paternity Paid Leave
Life and Disability Insurance
Great Place to Work
||Miramar, FL |