Implementation Manager

Implementation/Onboarding Manager

This position leads the end-to-end project management of client fleet support services implementations. Responsible for developing and managing implementation plans, coordinating cross-functional teams, tracking milestones and deliverables, and proactively addressing risks or issues that could affect timelines. Project management, account configuration, and consolidated coordination with internal and external customers for both new client implementations and expanded services for existing clients.

RESPONSIBILITIES:

• Partners with client facing teams to understand the fleet support needs of the client and the contracted services.
• Tailors standardized project plans to meet client needs.
• Leads cross departmental meetings to facilitate communication of implementation requirements, with set goals and expectations.
• Educates clients and associates around service implementation best practices.
• Manages multiple client projects and coordinates both internal and external tasks to ascertain project remains on schedule.
• Provides appropriate project status updates to clients and internal teams.
• Coordinates new account activations, account closings, account transfers and account changes.
• Responsible for maintaining expertise for current products and service offerings.
• Creates and maintains client specific documents including flowcharts, project plans, client communications, and training materials.
• Assists team in maintaining standard project templates and provides recommendations for improvements and best practices.
• Documents project scope, including creating meeting agendas, summarizing action plans and client communication.
• Ensure any client process variations are fully documented and communicated to internal support teams.
• Resolves or aids in the resolution of complex problems or issues including conducting an analysis, identifying root cause, develops appropriate options, and implements resolution.
• Trains client and client contacts on company processes and use of the Client website

REQUIREMENTS:

• Bachelor’s Degree in a related field preferred.
• Requires minimum of 5 years in client consulting or project management experience.
• Strong written and verbal communication skills.
• Knowledge of fleet management is a plus.
• Strong interpersonal skills and the ability to build relationships at all levels.
• A strong and engaging presence, capable of quickly establishing credibility, influencing product implementation through knowledge-based recommendations.
• Good problem-solving skills with ability to evaluate a situation, develop options and implement reasonable solutions.
• Able to travel occasionally for on-site client implementation meetings or industry events.