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Manager of Implementation Services

Victoria, BC
Full Time
3 days ago
Manager of Implementation Services
CityView - Remote

What your impact will be:

  • Ensure that the implementation services team is fully resourced on projects, delivering on their revenue responsibilities, and ensure all staff maintain high levels of service.
  • Monitor the overall performance of the implementation services team by tracking and analyzing utilization and other key metrics, providing standard reporting to the VP of Professional Services.
  • Be a resource to your people, helping remove their day to day roadblocks through your comprehensive knowledge of how our solutions are implemented to meet customer expectations.
  • Proactive customer follow up, communication & issue management. Ensure contractual obligations are met and a high level of customer satisfaction is achieved. Be a point of escalation for dealing with customers who are unhappy with some aspect of services.
  • Build a path to success for each employee and evaluate this success on a regular basis. This means ensuring ongoing training is designed and assigned and opportunities to demonstrate progress are created and assessed.
  • Mentor your team on implementation best practices, client relationship building, and foster a culture of accountability.
  • Ensure employees' work is peer-reviewed for quality and completeness on a regular basis.
  • Collaborate with other internal departments to ensure contract deliverables are satisfied and to work toward cross-functional team process improvements.
  • Empower the more experienced team members to nurture and develop the less experienced so that the team as a whole gains strength and knowledge is shared.
  • Ensure the defined processes are executed and evolved.
  • Understand our customers' needs and gain the requisite knowledge to speak with authority on how we help them with their daily challenges.
  • Establish clear, measurable objectives for the implementation services team. Monitor & measure these objectives regularly, providing coaching & discipline as required.
  • Oversee change orders on projects and directly sell services back to base.
  • Monitor new opportunities to provide billable services.
  • Employee hiring, terminations and performance reviews.
  • As a results-oriented leader, support the team in driving customer success and software adoption.
  • Maintain a working knowledge of CityView products and technologies.
  • Participate in summits and conferences provided by Harris.
  • Travel, as required.

What we are looking for:

  • Three years or more of direct management experience in a Professional Services organization.
  • Five years or more experience in a professional services organization, including hands-on experience.
  • Success managing groups of 10 or more, some in remote locations.
  • Excellent oral and written communication skills.
  • Ability to work in a team environment and lead a team of services individuals.
  • Especially well organized.
  • Good knowledge of business process applications.
  • Experience with client-facing roles and the ability to build trust relationships and customer confidence.
  • Excellent understanding of utilization and software project resource management.
  • Strong Project Management skills specifically in software implementations.
  • Working knowledge of Microsoft Office applications, including MS Project.
  • Demonstrated ability to motivate teams to achieve and improve performance.
  • Highly driven, results-oriented, and able to manage time with competing priorities.
  • Good troubleshooting and analytical thinking to resolve issues.
  • Experience with local government business processes is considered an asset.
  • Knowledge and experience with sophisticated, enterprise software implementations is required.

About us:

CityView solves real-world business problems that local governments face in serving their constituents expeditiously. It does this by helping to streamline the complex business processes of permit, license and land management applications and approvals by providing constituents with online self-service and government employees with software that creates efficiencies of workflow management.
Management and Executive Maintenance and Technicians