Optimiza is seeking an experienced Senior Implementation & Support Manager to lead the planning, execution, and support of technology implementations for our clients. This pivotal role involves managing project timelines, coordinating cross-functional teams, and ensuring successful deployment and adoption of solutions. The ideal candidate will have strong leadership skills, in-depth technical knowledge, and a commitment to delivering exceptional customer support throughout the implementation lifecycle.
Key Responsibilities:
- Lead end-to-end implementation projects, ensuring timely and quality delivery aligned with client requirements.
- Manage and coordinate cross-functional teams including technical, operational, and customer support groups.
- Develop project plans, track progress, and communicate status to stakeholders.
- Oversee client onboarding, training, and support during and after implementation phases.
- Identify potential risks and develop mitigation strategies to ensure project success.
- Ensure post-implementation support issues are resolved efficiently to maximize client satisfaction.
- Continuously improve implementation methodologies and support processes to enhance efficiency and effectiveness.
- Collaborate closely with sales and product teams to align implementations with client expectations and product capabilities.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
- 7+ years of experience in implementation management and customer support roles, preferably within the technology sector.
- Proven ability to lead complex technology deployment projects involving multiple stakeholders.
- Strong project management skills with knowledge of methodologies such as Agile or Waterfall.
- Excellent communication, interpersonal, and leadership skills.
- Experience in managing escalation and resolving customer issues effectively.
- Familiarity with software deployment lifecycles and support frameworks.
- Project management certifications (e.g., PMP, PRINCE2) are a plus.
Benefits
