Position: Software Implementation Mgr
Location: Mississauga
Salary: 80k-90k
Reports to: President & CEO
MUST have Software Implementation Management EXPERIENCE!!!
PURPOSE OF THE JOB
To plan and direct all activities of the support team, including assignment of new implementations, help desk activities, problem solving, customer service communications, and preparation of account status; to develop and evaluate support programs and service level agreement policies; to ensure proper training internally and externally, administer and monitor MBO incentive programs, monitor expense budgets and evaluate support group performance.
PRIMARY RESPONSIBILITIES
Ensure documentation of Implementation Methodology, revision of sign off procedures, documentation of the implementation statement or the scope of the project.
• This will include definition of costing metrics
• Establishment of Reporting
• Definition of escalation procedures.
Publication of new procedures for website and literature, review & revise all implementation steps document process, implement revised process and follow the paper work trail
• Work orders
• Sign offs
• Kick offs
• Completion
Inspect the accounts documents to insure that they are following processes.
Revise Service Level agreements to include 24 hrs service the use of pagers and review help desk service hours.
Create an orientation for new employees including, first day booklets and information sessions, initiation procedures, and all employee document requirement.
Create Training program for internal and external customers, review and revise syllabus for internal training sessions from day 1, review external training and external revenue sessions, for TK Basic, TK advanced, TC, reporting, Benefit Accrual and Absence Planning Modules
Accompany rep’s at kick off meetings, training sessions, mark rep’s after each training session, verify completion of account, create a questionnaire for client satisfactions, and create a follow up routine a couple of weeks after account has been completed
Adhere to company standard practices and policies including; administration, project management, and service responsibilities.
Exercise a strong commitment to support excellence by acting with integrity, setting and proactively managing customer expectations, following up on commitments, acting with professionalism and working to bring assigned tasks to prompt completion.
Develop in-depth knowledge of Customers configuration, application and support requirements
Participate in the management of project implementations with assigned client accounts including; needs analysis, project plan development/updates, HW and SW configuration/programming, installation, testing, and training.
Provide pre and post implementation support to both internal and external tasks, and escalate any requirements for additional support to company Management, Lavie International Support, and Suppliers, as required.
Confirm Customer support entitlement (Billable, Non-Billable etc.) and deliver support in accordance with company support deliverable commitments for various service levels.
Respond promptly to “Help-Desk” service requests and assume ownership through to completion even if issues are escalated to additional levels.
Produce accurate and complete hard and soft documentation (Work Orders, Expenses, RFA’s etc.)
Effectively document and communicate Customer problems, bugs or enhancements needed for Timekeeper and all corresponding modules.
Deliver outstanding service to Customers, in line with company goal of 93% support agreement renewal rates.
Partake in inventory tracking and QA processes and documentation.
Assist in the maintenance of internal and external product documentation
Provide some system configuration for both implementation and support clients.
Technical skills for our technical consultants and sales force
Maintain a high level of skills among all dealers (using refresh courses, web seminar, availability of documentation etc)
Responsible for the training and certification of all sales and support personnel
Ensuring that new employees that are recruited by our dealers (internationally) are company Certified (CMC, AMC and PMC)
Communication
Maintain a high-level constructive communication on a regular basis concerning outstanding items and strategic accounts
Maintain a high-level constructive feedback from LTT (R&D) in respect of market requirements and customer requirements specifically in terms of Bug fixes, Quotes and wish-list items.
Ensuring his/her employees represent the dealer requirements (in front of LTT) and LTT (in front of the dealer) in a best possible manner in order to achieve a WIN-WIN approach.
Customers
Responsible for implementing (and supporting) company products as per the implementation methodology (using questionnaires, spec documents, methodology and any other tools etc).
Actively participate in monitoring flagship installations and ensure delivery to the end-user
EDUCATION and EXPERIENCE:
Degree in computer science or Industrial manag |
