Implementation Manager
About The Position
The Implementation Manager is responsible for new customer onboarding and engagement related to the implementation of Procare’s software. Day-to-day responsibilities include coordinating/scheduling new customer training appointments, training activities, customer follow-up, responding to customer inquiries and arranging customer support as needed. This role serves as the customer relationship manager throughout software implementation, ensuring timely engagement, training, and coaching users on effective software functionality, especially regarding customer billing strategy. The manager ensures clarity in planning and executing customer rollout, drives adoption of key features for retention, and works interdepartmentally to remove barriers to software utilization. They also share customer feedback for product enhancements and aim to maximize customer adoption through individual and team metrics.
Requirements
- 3+ years' professional relevant experience, financial services or fintech, or in the software industry.
- Bachelor’s degree or combination of education and relevant experience.
- Relevant certifications will be considered also.
- Experience assisting new customers with implementation of software.
- Knowledge of Payment Operations industry, products, and services.
- Strong focus on customer success.
- Ability to train, coach, and influence customer use of software.
- Excellent verbal and written communication skills.
- Excellent organizational skills, attention to detail, and time management.
- Strong analytical and problem-solving skills.
- Ability to work with cross-functional and remote teams.
- Proficient with Microsoft Office and other business applications.
- Energy, passion, and imagination.
Nice To Haves
- Sales, training, or teaching experience in financial services, fintech, or the software industry.
Responsibilities
- Serve as the customer relationship manager throughout software implementation.
- Timely engagement with customers to schedule and complete onboarding of Procare’s software.
- Train and coach users, through software consultation calls, how to effectively use the software functionality as it relates to customer billing strategy.
- Ensure clarity around planning and executing customer rollout of software.
- Drive adoption of key features and benefits to ensure customer retention.
- Work interdepartmentally to facilitate customer implementation and or support needs to remove barriers to software utilization.
- Share customer feedback around feature/product enhancements that would meet needs and/or drive increased processing volume.
- Drive individual and team metrics to maximize customer adoption.
- Assist with special projects as needed.
Benefits
- Excellent comprehensive benefits packages including: medical, dental, & vision plans
- HSA option with employer contributions
- Vacation time, holidays, sick days, volunteer & personal days
- 401K Plan with employer match and immediate vesting
- Employee Stock Purchase Plan
- Employee Discount Program
- Medical, Dependent Care, and Transportation FSA Plans
- Company paid Short and Long-Term disability and Life Insurance
- RTD EcoPass for all Denver employees
- Tuition Reimbursement and continued Professional Development
- Fast paced, high energy workplace environment in prime downtown location
- Regular company provided meals
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
