Lead Client Implementation Specialist

Vitu•Wilmington, OH

5d•Onsite

About The Position

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another. Vitu provides innovative, cutting-edge services to the motor vehicle industry. Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform. With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles. Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

Requirements

High school diploma or equivalent
Minimum of 5 years of related experience working in a customer facing role.
Proficiency in Microsoft Office, Excel, and Word is a must.
Highly developed sense of integrity and commitment to customer satisfaction.
Previous leadership experience with responsibilities for leading client engagement teams, meeting deliverables, implementation value-add solutions, developing and maintaining client relationships, providing on-site customer care, account strategy development/execution, service delivery and sales support.
Excellent organizational, follow-up and time management skills with a strong attention to detail with ability to manage daily, weekly, monthly and quarterly customer activities.
Excellent verbal and written communication skills as well as follow-up and prioritization skills with the ability to effectively interact with both internal and external customers.
Highly organized; results and detail oriented; must be able to work under pressure and manage competing deadlines.
Excellent problem solving and decision-making skills, with the ability to follow through independently and multi-task.
Demonstrated ability to remain flexible while responding quickly to changing priorities in a fast paced environment.
Experience in managing cross-functional teams with the ability to initiate plans and projects; execute and ensure completion.
Participate in career and performance development; foster teamwork and innovative thinking.

Nice To Haves

Project Management Professional (PMP) certification preferred.
Salesforce.com and Microsoft SharePoint experience is a plus.
Motor Vehicle titling and/or registration industry experience is preferred.

Responsibilities

Responsible for all aspects of new client implementations including: client setup process documentation developing and executing project plans to track status and providing regular feedback regarding status including customer concerns to internal stakeholders.
Provides overall management and coordination of projects and acts as the central point of contact for the implementation project teams working cross functionally with all departments and other project related stakeholders as required.
Oversees the daily management of client related projects; coordinating project scheduling with states involved and all departments impacted.
Creates implementation communications for relevant audiences to be distributed and reviewed.
Executes change management, communication, and training plans.
Implements and tracks key metrics to analyze performance relative to customer service.
Implements workflow policies/procedures and recommend improvements.
Investigates, analyzes, and recommends solutions for client implementation issues; maintain end user satisfaction and continued engagement.
Liaise between business and technology team members with customer-facing responsibility.
Assists in development of future product versions and ideas.
Understands and manages evolving stakeholder expectations.
Responsible for management of client implementation teams.
Managing Teams: Developing staff to increase skills, knowledge and abilities. Assessing training needs and providing training as needed. Planning, directing, and managing activities and/or deliverables of the team/staff. Motivating employees; keeping team excited about responsibilities and communicating department and Company goals and targets.
Risk/Issue Management: Managing risks and issues, developing and monitoring mitigation plans and developing and maintaining contingency plans. Conducting business continuity, business impact analysis and risk assessments of essential functions related to stakeholders, processes and technology. Identifying points of vulnerability; recommending disaster avoidance and reduction strategies and improved backup capabilities. Providing risk input to project status reporting.
Project Management: Planning the approach, processes, and activities necessary to achieve project objectives. Conducting meetings with stakeholders to report project status and issues, request assistance, receive feedback, and to orient them to project requirements and needs. Participating in project management meetings. Participating in strategic and/or facilitating strategic discussion and where necessary, manages strategic initiatives.
Responsible for establishing and maintaining policies and procedures required to ensure the timely and successful onboarding of new clients and existing client changes.
Special projects as required

Benefits

Healthcare Coverage for you and your family covering Medical, Dental & Vision
Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
Generous PTO
Pet Insurance
Retirement Planning
ID Theft Insurance
Life and Disability Insurance
Commuter Benefits
Accident & Hospital, Critical Illness Insurance
Tuition Reimbursement