Our client provides a suite of Software and Hardware solutions to the Packaging Industry Globally. Due to continuous growth they are now looking to appoint a Project Implementation Manager.
Based at our client’s offices in the Midlands is ideal; although the option of working from home a couple of days a week can be an option for those not based locally. You must be willing to travel extensively Internationally as and when is needed in line with the demands of our client’s business and your position
Reporting to the Technical Operations Manager/Supply Chain Manager your Key Responsibilities will be:
o At first contact of the potential or newly acquired Customer; formulate a Project Implementation plan in coordination with the Account Manager that takes the Customer from the start of an Installation through the first six months after the Installation.
o Communicate effectively the process to transfer the Customer to an Account Manager following the implementation of the project.
o Develop and implement new procedures for information flow between the Sales department and Technical Support department.
o If changes are required in the current Software prior to or after the installation, insure both the local Technical Support department and our client’s development offices are made aware.
o Communicate on a regular basis directly with the Customer during the Implementation phase. Determine the expectations the Customer has of our client and other Vendor activities during this process.
o Monitor initial preparation for site visits which may involve verification of customer equipment, infrastructure requirements, operating system standards, and verification of availability of our client’s software.
o Communicate with our client’s Global Resource Manager on the availability of appropriate revisions of software.
o Communicate with the Global Resource Manager regarding specific enhancements that may be required prior to installation.
o Follow-up of Issues and Enhancements during and after the Implementation of our client’s Software.
o Verify that all appropriate preparation and communications have been completed.
o Coordinate on customer site activities between numerous parties.
o Communicate, and coordinate with suppliers, e.g., Packaging equipment manufacturers.
o Synchronize our client’s activity with other vendors on-site, and support staff.
o Provide follow-up services to each customer after completion of each project; this includes telephone calls to verify that they are satisfied with the services provided.
o Conduct post-activity reviews. Respond to data collected, e.g., change, add, or modify procedures.
o Application of systems analysis techniques and procedures, including consulting with users to determine hardware, software, or system functional specifications
o Ability to exercise discretion and independent judgement in the management and coordination of activities
o Ability to manage customer expectations on any issues relating to the software
o Working knowledge of the operating system our client provides.
o Knowledge of the customer’s business needs and the business processes
o Ability to identify delicate situations; utilizing effective people skills, relating to corporate level and plant management; the ability to deal with all appropriate plant employees.
o Gain and understand a working knowledge of our client’s software.
Skills and Abilities
o Experience and knowledge of working with Technical personnel and people at all levels
o Minimum 5 years’ experience in Software Project Implementation
o Customer Service Skills
o Process driven
o Strong Communication Skills (written and verbal)
o Personality suitable to consistent customer contact
o Strong administrative skills, knowledge of and work with Microsoft Word processing tools, databases, spreadsheets, and other desktop productivity software
o Good people management skills
o Ability to relate software to Customer needs
o Strong planning and organizational skills
Cloud 9 is acting as a Recruitment Agency
- Communication Skills
- Customer Service
- Project Management