Implementation Manager, Sr.

NorthAB LLC

1d•Remote

About The Position

Senior Implementation Manager NAB Hospitality - Remote The Implementation Manager, Senior is responsible for planning, installing, training and support for new and existing point of sale clients. You will work in conjunction with the client’s team to configure and install point of sale software and hardware. The Implementation Manager, Sr is responsible for researching and facilitating resolution of all implementation issues at the client site. The Implementation Manager, Sr is responsible for providing technical assistance and support related to computer systems, hardware, and/or software. What You'll Do: System implementation and training: Pre-implementation project management, planning, scheduling and client preparation On-site implementation of live system, and train staff to comfortable level by conclusion of visit Develop post-implementation plan, obtain necessary client sign-offs and thoroughly document all implementation/training details Respond to client service requests in a timely manner and resolve issues to client satisfaction Recommend and perform upgrades on systems to ensure longevity. Diagnose and resolve hardware, software, and user error problems, both on the phone and on site as required “Own the call”, actively participate in problem resolution from beginning to end, even after escalation Follow up with customers to ensure issue has been resolved Stays current on job related equipment, procedures and information via attendance at meetings and seminars and reading technology related publications Participate in the after-hours ‘On Call’ rotation Assist in training internal Customer Support and Sales personnel and participate in sales presentations as needed to assist Sales Team Ability to be an level three escalation path for the support department as needed

Requirements

Bachelor's Degree or equivalent combination of education and work experience.
Minimum of 5 years experience in point of sale implementation and/or support.
Certified Payment Professional (CPP)
Ability to understand each merchant's unique needs, develop a plan of action and coordinate team efforts to provide the solution.
Ability to provide world-class customer service, communicate well and a keen attention to detail.

Responsibilities

System implementation and training: Pre-implementation project management, planning, scheduling and client preparation
On-site implementation of live system, and train staff to comfortable level by conclusion of visit
Develop post-implementation plan, obtain necessary client sign-offs and thoroughly document all implementation/training details
Respond to client service requests in a timely manner and resolve issues to client satisfaction
Recommend and perform upgrades on systems to ensure longevity.
Diagnose and resolve hardware, software, and user error problems, both on the phone and on site as required
“Own the call”, actively participate in problem resolution from beginning to end, even after escalation
Follow up with customers to ensure issue has been resolved
Stays current on job related equipment, procedures and information via attendance at meetings and seminars and reading technology related publications
Participate in the after-hours ‘On Call’ rotation
Assist in training internal Customer Support and Sales personnel and participate in sales presentations as needed to assist Sales Team
Ability to be an level three escalation path for the support department as needed