Enterprise Implementation Manager

3 weeks ago

Herndon, Virginia, United States FranConnect Full time

About the Role

This is a high-visibility position that plays a vital part in the company's growth by driving successful enterprise customer implementations through best practice, solution adoption, and other professional service team goals.

The ideal candidate has a consulting and/or traditional enterprise software implementations background.

You will be working with senior-level clients and stakeholder teams to drive the end-to-end process from Discovery to Go-Live in a manner that drives the highest level of adoption.

The Implementation Manager plays a strategic role in advising on franchising best practice as well as ensuring projects are completed on time and within budget.

Outside of billable customer work, this role contributes to converting customer requirements during the sales process into Statement of Works (SOWs).

We will look for this role to contribute to the continuous improvement of delivery methodologies as the business continues to scale and evolve.

Key Responsibilities

  • Drive strategic communications internally and externally with a focus on solutioning within the FranConnect platform, as well as on essential project management coordination.
  • Kickoff and provision new customers; understand customer's value drivers for investing in FranConnect; discover and assess customer's business objectives and key business challenges, as well as best practice considerations.
  • Work with the Solution Consultants (and Product Teams where needed) to build the requirements definition and documentation, and guide and create the solution design specification for FranConnect's products.
  • Act as a client liaison, providing guidance, direction, and escalations for overall customer success and adoption of FranConnect within the customer's environment.
  • Ensure initial customer adoption and sign-off to deploy customers.
  • Engage in project management best practices to ensure projects are delivered on time, within budget, and to quality expectations. Provide weekly status reports, maintain project plans, and manage external and internal communications to all team members.
  • Manage the project hours across the FranConnect team and set expectations for clients as needed to deliver the scope within existing SOW or change orders as needed.
  • Participate in platform configurations, when necessary.
  • Assist the Sales team in leading client discovery sessions and crafting SOWs.
  • Work cross-functionally across Sales, Support, Products, and Finance to champion customer success and adoption; complete deliverables; and provide excellent client communications.
  • Participate in any other departmental or cross-departmental project or assignment as needed.

Requirements

The ideal candidate has a consulting and/or traditional enterprise software implementations background.

You thrive at building customer relationships and working cross-functionally with internal teams to solve complex problems.

Team-player is your middle name. You have a natural curiosity that drives continuous product learning.

You are comfortable working in a constantly changing and growing environment where processes are fluid, and creative and unique ideas and solutions are desired.

Priority will be given to candidates who are based on the west coast.

In addition to implementation projects in the US, this role will lead implementation projects for new APAC customers (our office is based in Sydney, Australia).

We anticipate this will account for roughly 35-45% of your time and may require time commitments outside of 'normal working hours'.

3+ years of experience in consulting, enterprise-level software implementations, and/or technical project management required.

Experience with implementing multi-modular software products with ARR targets of $100K+.

Exceptional verbal and written communication skills.

Experience working and communicating with C-level executives, especially typical buyers of FranConnect's solutions, including CEOs, CIOs, and COOs.

Bachelor's degree required, advanced degree a plus.

Experience with engagement time tracking, resourcing planning, and utilization targets is a plus.

Franchising experience is a plus.

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