Implementation Manager

Cincinnati, OH 45242

Industry: Customer Service/Support Job Number: 1477
  Career Opportunity: Implementation Manager with Clubessential in Cincinnati, OH   Do you thrive on improving processes? Do you have a passion for enabling satisfied and loyal clients? Are you a coach that can improve your team' s operations?  If so, we want to hear from you!   Clubessential provides cloud-based software solutions to the private club markets and is an Inc. 5000 fastest growing company. We are financially backed by Battery Ventures, a top-tier technology investment firm, helping fuel our current and future growth. We are a lean, fast-paced, passionate team of professionals who thrive on delivering exceptional products and service to our clients and teammates. Our dedication to client success through technology innovation, industry expertise, exceptional customer support and beautiful design has helped us attract the business of some of the top clubs in the country including Hilton, Trump Golf, Four Seasons, Marriott, Valhalla Golf Club, Congressional Country Club, Pinehurst, and over 1, 400 other clients. We are looking for an Implementation Manager to join our team in our corporate headquarters in Cincinnati, Ohio.   The Implementation Manager has ultimate responsibility to on-board  and retain engaged, satisfied, and loyal clients.   As Implementation Manager, you will lead the project management team responsible for successfully transitioning clients to Clubessential’ s suite of services and lead top tier projects. It is expected that you will recommend and implement process improvements to create efficiencies for the organization as well as understand and improve the key performance indicators for high quality projects. The keys to success in this role will be confident and competent leadership of associates, timeline management, cross functional relationship management, setting of client expectations, task coordination and accountability, quality assurance, and proactive communication and reporting to both internal resource teams and external clients.   Additionally, you will be responsible to:
  • Provide vision, leadership, training and coaching to all team members relative to a best-in-class client on-boarding  experience.
  • Ensure the delivery of profitable services engagements with high customer satisfaction ratings to meet revenue and margin goals.
  • Lead a team of project managers to facilitate effective and accurate on-boarding  of our suite of products.
  • Constantly be reviewing team performance, coaching to success, delivering candid feedback and building a pipeline of great project management talent.
  • Coach and mentor direct reports for development, growth and success.
  • Maintain and internally communicate status and key performance indicators of Clubessential’ s implementation pipeline, including revenue, costs and gross margin forecasts.
  • Manage higher tier, more complex projects and clients.
  • Enhance department and organization standards through improvements to processes and tools to ensure consistent client on-boarding  experiences.
  • Appropriately set and manage client expectations of project tasks, critical sign-off stages, and milestone schedules.
  • Lead Services scoping and pricing discussions with customers and provide product and industry insight and leadership that result in the definition and proposal of optimal solutions for our customers. Close the deal.
The ideal candidate should enjoy being a self-motivated team player who does what it takes to get the job done, and have:
  • Bachelor’ s degree.
  • 10+ years’ experience in project management capacity.
  • Experience working with SaaS software.
  • Ability to manage multiple projects simultaneously.
  • Technical background that will facilitate an understanding of technical capabilities, accuracy of estimates and efficacy of solutions.
  • Experience applying process improvements into organizations.
  • Ability to multi-task in a fast-paced, growth environment.
  If you are looking for a great career opportunity with a profitable company experiencing significant growth, apply online today!   Employer is EOE/M/F/D/V.  No third party candidates please.

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