Team Lead, Professional Services

Euna Solutions•Atlanta, GA

7d•Hybrid

About The Position

Job Overview & Purpose: The Team Lead role drives our customer implementations and adoption of Euna Grants , the leading enterprise grant management software platform . This highly visible role works directly with our public sector customers including large municipalities, tribal entities, counties, and state agencies. Subject matter expertise in management and administration of federally funded grant programs , as either a grantor or grant recipient , is a must . Additionally, e xperience leading , or as a team member of , an enterprise - level software implementation project , including design, change management, and adoption , is an ideal profile . The Team Lead manage s a team of Implementation Managers and supports the training and development of our Implementation T eam and its processes. The Team Lead is responsible for a portfolio of customer s and is responsible for the development of processes to ensure successful customer implementation and adoption. Leveraging previous software implementation experience, this role engages with leadership and staff to develop and deploy process improvements . The Team Lead manages a team of Implementation Managers and provide s direct support and guidance to its staff on all matters of customer configuration, implementation, and product adoption . The Team Lead works cross-functionally within the organization to improve the customer experience by working with Product, Sales, and the Technology teams . Reporting to the Senior Manager, Professional Services , this role works closely with the Customer Success , Customer Support, and Product Teams. Essential Job Duties: Support Customer Facing needs, such as: Serve s as the Subject Matter Expert for the customer during the implementation / onboarding process and as the ultimate person responsible for the customer achieving project goals . Builds relationships with all levels within the customer organization ( e xec utive s ponsor to system user) . Ha s a solid understanding of the Grant Lifecycle, the steps that are , and the role that technology can play in that lifecycle . Develop s a thorough understanding of the Euna Grants Implementation Methodology and adapt it, as necessary , to the needs of the customer . Lead s an I mplementation T eam performs the majority of task s held by other roles , while also appropriately assisting , delegating, and overseeing the accomplishment of tasks from the Project Manage r, Technical Solutions Specialists , and other implementation personnel . Ha s or can develop excellent understanding of Euna Grants ’ functionality . Understands Change Management and can articulate and execute against Change Management plans with Customers while driving full product adoption and facilitating long-term success Leads customer status calls in order to articulate the project progress, key next steps, and known issues with plans to remediate them . Lead s p roduct training sessions, eith er remotely or on-site . Identifies project risks in a timely manner and appropriately escalate internally to manage successful outcomes. Manages scope, cost, and timeline, and hold customer responsible accordingly . Has the ability to t ravel , as appropriate , in order to build the necessary relationships and ensure a successful implementation . Non-traditional hours may be needed, but not weekends . S upport internal business process , such as: Manag es a team of Implementation Managers Establish es processes to improve upon operational effectiveness of implementation , which may include assessing and managing specialized training/operational requirements for customers . Identifies internal training needs and plays a key role in the onboarding of new hires . Serves as Liaison to Euna Grants ’ Developmen t Teams regarding customer integrations Partners with Product and Development teams on enhancing Euna Grants functionality . Participate s in cross-functional team activities that may include requirements gathering, business process modeling, Statement of Work development , and RFP support .

Requirements

Experience managing and leading teams
Subject matter expertise in management and administration of federally funded grant programs, as either a grantor or grant recipient
Experience interacting and working collaboratively in a virtual setting
The ability to interact with business stakeholders , both internally and externally simultaneously , to bridge gaps and manage communications
Proficiency at managing multiple priorities and deadlines simultaneously
Strong communication skills with the ability to present information in verbal, written or visual form to a variety of audiences, from the internal team to customer executives
Ability to self-manage and be an independent member within the larger project team
Team oriented and comfortable with regular performance feedbac k
Passionate about exceeding goals and delivering a result
Highly analytical, data-driven
Competent in MS Office
High degree of comfort with technology and CRM tools
Ability to travel up to 25%

Nice To Haves

CGMS certification or eligibility to achieve CGMS certification is strongly desired.
Experience leading, or as a team member of, an enterprise-level software implementation project, including design, change management, and adoption, is desired.
B.S. or B.A. degree or equivalent experience.
Experience with software integrations

Responsibilities

Serves as the Subject Matter Expert for the customer during the implementation / onboarding process and as the ultimate person responsible for the customer achieving project goals
Builds relationships with all levels within the customer organization ( e xec utive s ponsor to system user)
Has a solid understanding of the Grant Lifecycle, the steps that are , and the role that technology can play in that lifecycle
Develops a thorough understanding of the Euna Grants Implementation Methodology and adapt it, as necessary , to the needs of the customer
Leads an Implementation Team performs the majority of task s held by other roles , while also appropriately assisting , delegating, and overseeing the accomplishment of tasks from the Project Manage r, Technical Solutions Specialists , and other implementation personnel
Has or can develop excellent understanding of Euna Grants’ functionality
Understands Change Management and can articulate and execute against Change Management plans with Customers while driving full product adoption and facilitating long-term success
Leads customer status calls in order to articulate the project progress, key next steps, and known issues with plans to remediate them
Leads product training sessions, eith er remotely or on-site
Identifies project risks in a timely manner and appropriately escalate internally to manage successful outcomes
Manages scope, cost, and timeline, and hold customer responsible accordingly
Has the ability to t ravel , as appropriate , in order to build the necessary relationships and ensure a successful implementation
Manages a team of Implementation Managers
Establishes processes to improve upon operational effectiveness of implementation , which may include assessing and managing specialized training/operational requirements for customers
Identifies internal training needs and plays a key role in the onboarding of new hires
Serves as Liaison to Euna Grants’ Development Teams regarding customer integrations
Partners with Product and Development teams on enhancing Euna Grants functionality
Participates in cross-functional team activities that may include requirements gathering, business process modeling, Statement of Work development , and RFP support