Implementation Manager

About the Department

This is a remote role from anywhere in the US or Canada.

NEOGOV is a proud AI-Enabled SaaS leader in the Public Sector & Public Safety space with a mission to serve the people who serve the people. Our clients use our software to streamline everyday processes NEOGOV is a leading AI-enabled SaaS provider serving the public sector and public safety organizations nationwide. 

For more than 25 years, we’ve helped agencies streamline critical workforce and operational processes through an integrated, intelligent platform. From hiring and onboarding to employee growth, retention, compliance, and public safety operations, our solutions support the full employee lifecycle. Guided by our mission to serve the people who serve the people, we combine innovation, customer focus, and purpose-driven technology to help build stronger communities.

This posting is for an existing vacancy.

As an Implementation Manager, you will be responsible for managing the Implementation Team to ensure every customer implementation experience is positive and all of the tasks necessary to set our customers up for success are completed. The implementation process requires that this person be proactive and effective in communicating with our customers. You will manage multiple projects and people at once, so superior organization is critical. This person must be a team player as you will be working with different departments at NEOGOV in order to implement our customers successfully. 

Position Duties

• Manage Implementation Team and assign implementations to team members once customer is confirmed.

• Act as the main point of support for Implementation team members when faced with customer or implementation challenges.

• Effectively provide comprehensive product training for new and existing ICs

• Act as the primary liaison with internal teams for all customer projects, including sales, product, integrations team, and support.

• Stay up to date on all enhancements and releases in order to support your team. 

• Act as a customer advocate for product function, quality, and usability.

• Delegate the creation of documentation and training material.

• Participate in NEOGOV's Annual Conference, industry events, and face-to-face customer meetings (travel may be required) 
  
  
  

Minimum Qualifications

• An individual with excellent written and verbal communication skills; Ability to set expectations and communicate goals and objectives with customers and teammates

• Someone with the ability to understand and escalate issues efficiently and appropriately

• Serve as a coach, mentor, knowledge resource, and escalation point for customers and support representatives

• Multi-tasking and time management skills

What You Have

• 2+ years of experience managing a team of Implementation Consultants for a SaaS HR Product. 

• 3+ years of implementation consulting experience for a SaaS product.

• Knowledge of NEOGOV's products, organizational and operational processes.

• Ability to successfully communicate and coordinate with departments across the organization, including Sales, QA, Product Management, etc.

• Expert level, functional NEOGOV application knowledge and insight into the product roadmap;  

• Ability to delegate responsibilities, assign special tasks and projects, identify new opportunities for process improvement;
  
  

Other Qualifications

• Competitive Wages

• Comprehensive Benefits package (medical, dental, vision, etc.)

• Generous PTO to support work-life balance

• 401K/RRSP Matching

• Paid Parental Leave

• Autonomy to grow and find your career path with supportive leadership

• Remote working opportunities

• Inclusive and diverse work environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected military status, or other non-merit factors.

Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.

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