Manager, Implementation Services- 1 year term

The Manager of Implementation Consulting, a multifaceted team of Implementation Consultants, responsible for delivering our services to customers on their purchased solution, successful implementation of Assent’s software working with our customers to define and execute on their project plans from start to finish. This role requires a strategic leader who can seamlessly merge the responsibilities of promoting an excellent customer engagement experience while managing day-to-day operations. They will help foster a culture of excellence, collaboration, and service orientation within the Implementation Consulting team.

Key Requirements & Responsibilities

▸ Manage the day-to-day operations of the Implementation Consulting team, including recruiting, coaching, mentoring, and engaging consultants to raise the bar for customer success and satisfaction.

▸ Anticipate, plan, and manage the transition of customer accounts between Implementation Consultants to optimize satisfaction and workloads.

▸ Supports Implementation Consultants to manage the initial onboarding process, specifically focused on understanding client goals, their business, their data, and ensures quality of product configuration for clients

▸ Review and develop Implementation through performance management and training initiatives, providing leadership knowledge and guidance to colleagues in the Customer Success department.

▸ Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Implementation Consultant team.

▸ Guide the team to successfully collaborate with Assent’s remote international workforce to facilitate productivity and effectiveness.

▸ Partner with members of the assigned account team to support customer escalations and ensure timely resolution.

▸ Provide timely and valuable feedback and recommendations to the Directors on the requirements and needs of the function to meet objectives.

▸ Track and report on important business KPIs to monitor team performance and identify areas for improvement.

▸ Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, driving continuous improvement and efficiency within the Implementation Consultant groups.

▸ Stay current with regulatory updates to best support the team and customers, ensuring compliance with relevant standards.

▸ Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals to enhance customer value and delivery.