The Implementation Supervisor is responsible for ensuring that TrueCommerce software implementations are proactively coordinated, planned, managed, and delivered in accordance with company implementation best practices and methodologies. Incumbent must be able to lead, inspire, mentor, and communicate effectively. This position will play a primary role in leading a team, ensuring that existing TrueCommerce EDI customers receive the highest quality implementation services in a fast-paced, high-volume environment.
Job Responsibilities Include:
Build and maintain a high-performing implementation team.
o Ensure that the implementation team achieves key results as set by TrueCommerce EDI management such as go-lives and on-time delivery.
o Step in as needed to take on high-visibility projects or tasks to support the implementation project teams.
Serve as an escalation point for implementation issues and concerns for TrueCommerce customers and internal stakeholders.
o Act as the primary point of escalation for implementation-related customer issues and proactively manage implementation issues through to resolution.
o Work with other departments and teams to solve issues cross-functionally
Support the continuous improvement of TrueCommerce?s implementation methodology.
o Enhance and optimize implementation best practice methodology and procedures as required to maintain the highest quality customer implementations.
o Ensure that all projects are properly documented and kept up-to-date in the Professional Services Automation tool
Develop and mentor implementation resources to deliver the best quality implementation services.
o Train and mentor staff on the proper methods to provide quality service to customers.
o Conduct quarterly and annual reviews for each employee, providing feedback on strengths and areas for improvement.
Bachelor's Degree or equivalent experience.
Prior experience as a team lead or supervisor/manager within a software implementation or production support environment.
A minimum of 5+ years? client service implementations, business to business, and/or computer support/service experience.
Experience in working with high volume customers and/or tasks with proven ability to keep organized and multi-task.
Experience with Microsoft Office and Internet applications.
Experience with project scheduling/tracking tools.
An EDI background or an understanding of transaction processing.
Experience with business systems such as QuickBooks, Sage 50/100/300/500, SageERPX3 or Microsoft Dynamics GP.
Experience working in a PMO (Project Management Organization) following project management best practice methodology.