Customer Implementation Team Manager

Dallas, TX

Published February 9, 2021

If you’re intrigued by innovation, love the art of delivering excellence to customers, and are inspired by a work hard / play hard team environment – keep on reading!

Software is developed to solve business challenges. While technology providers have rallied to bring more efficiency to most areas of a business, via software, Accounts Payable (AP) processes have been highly ignored. Bottom line, most mid-size organizations pay their glut of invoices no different than they did 30 years ago. Lots of paper, a room full of people, manual opening and review of each envelope, the painstaking monotony of typing invoice data into accounting systems, and then chasing down Joe or Sue to approve payment (yuck). Yooz has applied the latest in innovative cloud technologies to tackle that age-old challenge and bring maximum financial and process efficiencies to our customer’s AP process. Yooz is modern AP built on innovative AI technologies.

Your Mission

The primary role of the Customer Implementation Team Manager is to manage a team of Customer Implementation Specialists that are responsible to onboard and support the new clients on the Yooz platform. It is a versatile position that requires good managerial skills as well as technical skills. The Customer Implementation Team Manager oversees and supports multiple implementation projects and is responsible to maintain consumer satisfaction as well as building and maintaining strong relationships with our customers. They track and manage a portfolio of projects to ensure that implementations are completed on time, within budget, and meet or exceed client requirements. They are the communication source between clients and upper management of the company. As a leader, the Customer Implementation Team Manager manages the team in the day-to-day performance of their jobs and contributes to building a great work atmosphere. Please apply if you are passionate about making a difference in an organization and making customer’s say Wow!
Your Responsibilities
- Implementation/ Customer management
  Manage a project portfolio to ensure that implementations are completed on time, within budget, and meet or exceed client expectations; Make sure that the team configure the customer’s application in accordance with the requirements.
  
  Oversee and support multiple implementation projects; Report on the status, issues, key activities and any changes to the overall plan.
  
  Develop a strong and trusted advisor relationship with customer sponsors such that all activities are closely aligned with the customer’s business case, expected ROI and business strategy.
  
  Establish and oversee the customer’s adoption and development of best practices to continually drive incremental value and return on the customer’s Investment.
  
  Maintain consumer satisfaction through the provision of problem-solving resources; Investigate and resolve consumer problems of a complex and long-nature as well as high-value customers; Defuse sensitive situations with unhappy customers, to take over and attempt to appease the customer.
  
  When needed, participate in pre-sales product demonstrations to help in scoping projects or developing proposals for customers with significant levels of complexity, serving as an intermediary between the company's sales and technical teams.
  
  Manage the communication between clients and upper management of the company.
  
  Identify, grow opportunities and collaborate with sales teams to ensure growth attainment.
  
  Address faults within any company system and make sure those faults are fixed.
  
  Identify trends and best practices, determine system improvements, and implement changes that improve existing strategies and bring about improvement in the department initiatives.
- Team Management
  Manage a team of 6-10 Customer Implementation Specialists in the day-to-day performance of their jobs.
  
  Provide leadership to the Customer Implementation Specialists, ensure that they are constantly providing the best in-class customer services; divide the workload among them.
  
  Communicate and organize team meetings with appropriate content, views and suggestions.
  
  Make sure the team is fully trained and able to perform their jobs.
  
  Establish and improve policies and procedures for the department, all is documented for reference and followed by the team.
  
  Conduct employee reviews, hire, onboard and train new employees.
  
  Create and sustain a positive team environment that displays high levels of team-spirit and motivation; being the point person for any issues that arise within the team.
  
  Serve to represent the department as a senior member of the management team within the business, participate and contribute to relevant management meetings.
  
  Lead by example, with nothing being too detailed or hands-off.
  
  Deliver key metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of unsurpassed support and service.
Requirements
- A Bachelor’s degree is required, with a post graduate qualification preferred
- Three plus years of experience as an individual contributor: project management including hands-on SaaS implementation projects of significant scope and complexity with project teams consisting of several cross functional individuals; experience should include planning from blueprinting through go live support + Minimum of 5 years of supervisory experience managing implementation’s teams, technical projects, and customer satisfaction.
- Sufficient technical background to understand the technologies and technical issues involved with Yooz projects and to anticipate, identify, and manage resolutions of critical obstacles.
Skills
- Outstanding interpersonal and leadership skills, ability to delegate responsibilities effectively.
- Strong project management skills of communication, presentation, organization and planning to achieve client’s goals.
- Ability to work in a high-pressure, deadline-driven environment.
- Customer-focused, aware of the importance of end-user satisfaction.
- Ability to lead with confidence and calmness, good mediation skills and conflict resolution techniques.
- Knowledge of Accounts Payable
- Knowledge of scripting language such as Javascript, Groovy or equivalent
- Knowledge of web services (HTTP, REST, OAuth, Json, XML, CSV)
- Knowledge of SQL language
- Proven ability to multi-task and establish priorities.
- Ability to work in a start-up mode: dynamic, fast growing, international
- Self-motivated, positive, proactive and innovative style
- French fluency is a plus
Benefits
Yooz cares about people and centers on its employees, values and vision. Yooz strives to provide a collaborative environment where each person feels encouraged to contribute to the company's success. Here are some benefits and assets the company offers:
- Competitive base + performance-based bonuses
- Generous paid time off and paid holidays
- Health, dental & vision insurance for the entire family starting your 1st full month
- Group life insurance
- 401(k) plan
- Awesome work environment (open space, kitchen, free snacks, break room with TV and Wii games, a nice gym, etc.)
- Bi-monthly 'happy hours'
- Amazing quarterly team events and activities
- Great work-life balance

Dallas, TX

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