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Implementation Lead

3 months ago

Pittsburgh, Pennsylvania, United States Fortive Full time

Implementation Lead

POSITION OVERVIEW

The Implementation Lead position is responsible for ensuring the successful implementation of Industrial Scientific's iNet program at our customers' locations. This newly created role owns the creation of standard implementation processes and is accountable for the customer onboarding, services expansion, and redeployment experiences from planning, to execution, and through the verification stage of the implementation process. The ideal candidate will exceed customer expectations through effective project management and thoughtful collaboration both internally and externally. An individual in this role is expected to be highly professional in all customer interactions, capable of working autonomously, proficient at managing numerous concurrent multiple stakeholder projects, and adept at solving complex problems. This role will work closely with our cross-functional region-based POD teams to deliver the highest quality, best customer experience - every transaction, every time.

RESPONSIBILITIES AND DELIVERABLES

  • Coordination: Act as a primary point of contact for iNet customers during the implementation processes (onboarding, service expansion, and redeployment); addressing any issues/concerns promptly and managing the deliverables of multiple stakeholders.
  • Planning & Delivering: Develop and ensure execution of a customizable customer implementation checklist that incorporates the goals of our customers to ensure a complete and seamless implementation experience for our customers.
  • Transition Management: Own the customer transition from the sales phase to the implementation phase and additionally from the implementation phase to the ongoing support phase of the customer journey; utilizing personal hand-offs to make certain our customers receive the highest quality, best customer experience.
  • Customer Onboarding: Lead the onboarding process for new iNet customers including information gathering, kick-off, necessary recurring touchpoints, and confirmation of successful implementations.
  • Collaboration: Work cross-functionally with teams including Sales, Customer Success, Field Services, Fulfillment, and Product Management to identify potential risk during the implementation process and develop mitigation strategies as well as identifying and solutioning for general continuous improvement opportunities.
  • Verification: Confirm complete customer satisfaction by validating appropriate follow up measures are completed including the closure of open actions, post implementation surveys, final meetings, etc.

ORGANIZATIONAL ALIGNMENT

  • This role reports to the Sr. Field Services Manager, North America.
  • This role does not have any direct reports.

QUALIFICATIONS

SKILLS & WORK TRAITS

  • Customer-focused mindset with a commitment to providing exceptional service and support.
  • Superior teamwork skills including cross-functional aptitude.
  • Ability to effectively engage in high level self-directed time management and prioritization of workload with complete ownership of the customer experience.
  • Excellent analytical and problem-solving skills combined with the ability to provide timely resolution to complex problems.
  • Outstanding written and verbal communication skills with capability to tailor communication style to differing audiences and to effectively convey technical concepts to non-technical stakeholders.
  • Exceptional organizational skills and attention to detail, with the ability to manage multiple projects simultaneously.
  • Enthusiasm for continuous improvement.

REQUIRED

  • Demonstrable success in thinking strategically, executing tactically, and providing consistent high levels of customer satisfaction.
  • Understanding of gas detection and SAFER applications and general knowledge of the industries that Industrial Scientific's customers operate within.
  • Confirmable experience managing multiple stakeholder projects.
  • Willingness for potential travel of up to once per quarter
  • 5+ years of Customer Success experience and project work experience.

PREFERRED

  • Project management experience.
  • Implementation management experience.
  • Demonstratable success in identifying new business/upsell opportunities.
  • Advanced knowledge of gas detection and SAFER applications and the industries that Industrial Scientific's customers operate within.
  • Thorough understanding of all Industrial Scientific products and service offerings.
  • Experience with iNetTM, Salesforce, and Jira.

TECHNICAL COMPETENCIES

  • Experience with Salesforce, Oracle, and/or other CRM/ERP platforms.
  • Proficiency with technology including computers, MS Office programs, HyperTerminal, and the ability to learn proprietary software.
  • Experience with project management software is preferred.

EDUCATION

  • Bachelor's Degree or equivalent work experience.

Fortive Corporation Overview

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.