Professional Services – Implementation Manager

Join Satmetrix Systems, a team of highly-qualified people passionate about improving their clients' customer experience to improve loyalty and drive profitable growth. Be part of the team that is the leading provider of the next generation customer experience solutions. Satmetrix Systems offers competitive compensation including health benefits, generous vacation package, and stock options. For more information on Satmetrix Systems, see www.satmetrix.com

 

Satmetrix Systems, the global leader in enterprise-class customer experience management solutions, is seeking an experienced consulting professional with a business process consulting background to join our Western Regional Professional Services team.  The Professional Services team is responsible for working with our clients to design, implement and deploy Satmetrix solutions; helping our clients drive organizational change to improve their customer?s experience in ways that impact key business results.  Implementation Managers require domain expertise in Customer Experience Management, technical knowledge of our platform capabilities and strong project management skills to achieve excellence in all aspects of solution delivery.

 

 

Key Responsibilities

Implementation Managers report to the West Region Practice Director of Professional Services and interfaces with: regional technical resources (application development), central Production and QA team, Education, subject matter experts in our Business Consulting team and Engineering. 

 

Implementation Managers work with our clients to understand business objectives, capture business requirements, and ultimately design a CEM solution that provides the customer with a highly impactful system.  They facilitate design sessions to define the appropriate Customer feedback mechanism and questionnaire, reporting and follow-up functionality.  They determine the audience-specific information requirements and work with our Education team to ensure successful adoption.  Implementation Managers coordinate with our technical team to architect, develop and test CEM applications, while managing the client?s expectations and providing status.  Post-deployment, Implementation Managers will help clients manage change cycles, prepare results analyses and presentations, and provide recommendations for future program and technical enhancements.  Implementation Managers are responsible for quality, on-time and within budget delivery and customer satisfaction.

 Experience and Qualifications

 

The successful candidate will possess the following attributes:Ability to guide customers through the development and implementation of a successfully Customer Experience Management system Strong business process focus and analytical skills Passion for customer satisfaction Drive for quality in all work products Professional deportment that inspires confidence in customers High degree of organization and motivation Team leader and team player Ability to manage conflicting requirements tempered with the willingness to escalate to management for visibility and/or guidance Ability to understand and explain technical challenges/concepts to non-technical people Excellent written and verbal communication skills in English

 

Core Skills should seek to include but are not limited toGeneral project management CML development Custom script development Customer / scope management Business analysis (functional requirements analysis) Solutions/technical architecture Survey questionnaire design / methodology Domain expertise specific to Employee, Support, Partner, and Relationship systems.  There are multiple flavors on this (B2C, B2B2C, by industry, etc) Results analysis and business presentations

 

The successful candidate will have the following minimum qualifications:Bachelor degree in relevant field 3-5 years experience in customer-facing, consulting role on a project-based team 2-4 years project management experience, ideally associated with systems implementation 3+ years of experience with survey design and data analysis, ideally in the customer loyalty/satisfaction space Experience with Organizational Development Proficient skills with Microsoft productivity tools, such as Word, Excel, PowerPoint, Project, and Visio Ability and willingness to travel on a limited basis

 

In addition, ideal candidates will have:Masters degree or equivalent 5 years business process analysis and design 5 years business requirements definition Software design and development experience Familiarity with product or service sales cycle and pre-sale activities 5-7 years as a consulting project lead for systems integrator or Big 5 consulting house developing custom solutions, integrating applications, and/or customizing ERP solutions 5 years experience in business process reengineering related to software implementations for Fortune 1000 accounts. 3 years experience in a role with Organizational Development-related responsibilities in Fortune 1000 accounts. Software implementation background with analytical skill to design, troubleshoot, test and deploy software solutions, emphasizing the functional implementation of the system rather than the technical aspects U.S. citizenship or permanent resident status