Implementation Manager

About the Job

As Implementation Manager we are looking for someone who can hit the ground running and get our solutions implemented smoothly and on time, while keeping our customers happy.

You'll be leading the charge on our most complex projects for our biggest clients. This isn't just about project management; you'll need to be technically capable, and quick to grasp our product's inner workings, and comfortable talking shop with our customers' technical teams. Leadership and project skills are also key to managing expectations and steering the delivery of these advanced solutions.

The Role:

• You will create custom plans that perfectly fit each customer, collaborating with sales beforehand to ensure alignment on their needs.
• You will manage the entire project lifecycle, ensuring on-time delivery that meets customer expectations by planning, coordinating the team, and keeping everyone informed.
• You will build strong relationships, serving as the main point of contact during setup, providing updates, managing expectations, and resolving any issues.
• You will leverage your technical knowledge to assist with testing and integration with our service, work with customer developers, and collaborate with Product and Engineering to ensure correct configuration.
• You will identify and resolve potential issues proactively before they escalate, acting as a problem solver.
• You will monitor progress and keep stakeholders informed through regular updates and reports.
• You will empower customers with workshops and training to ensure confident product utilization.
• You will ensure the solutions meet any compliance requirements and maintain high service standards.
• You will advocate for customers within FrankieOne, providing feedback to drive improvements.
• You will be a team player, collaborating with Sales, Customer Success, Product, and other teams, while also supporting team members and fostering their growth.

Your ticket to success:

• The Customer is your Primary Focus: At the heart of your role is the customer. You will be their guide, deeply understanding their needs to deliver a seamless and effective solution. Your objective is to expertly translate intricate requirements into a well formed implementation plan and then to manage project timelines and dependencies to ensure an outstanding customer experience.
• End-to-End Implementation Leadership: You will own the customer implementation lifecycle, from the initial introduction from sales at project commencement through to the live deployment and handover to Customer Success. Your leadership will guarantee our customers benefit from consistent, high-quality interactions through their implementation engagement.
• Technical Proficiency and Problem Solving: Leveraging your technical expertise, you will guide customers through their solution implementation, addressing any challenges that arise. You will ensure the thorough testing and verification of our solution and any custom configurations before deployment. This rigorous approach will guarantee the seamless delivery of a high-quality solution to our customers..
• Customer Advocate and Voice: Within FrankieOne, you will champion the customer. This includes passionately representing our products, values, and team, while also ensuring customer feedback is consistently heard and valued internally. You will manage feature requests by collaborating closely with our product teams to align prioritisation and development with customer expectations.
• Collaborative Partnerships: By working closely with FrankieOne’s sales, customer, product, and technical teams, you will ensure successful solution implementations. Your role is vital in providing feedback to development, helping to ensure our products remain customer-focused and fit for their intended purpose.

In a previous life you have:

• Relevant Experience: You bring over 5 years of relevant experience, ideally in managing complex technical delivery projects in the Financial or Regulated technology industries with SaaS solutions.
• Strong Stakeholder Management: A proven track record of building high-quality relationships through exceptional customer service in client facing roles within Implementation / Service Delivery environments.
• Technical capability: Strong experience in solution design and in driving technical discussions. Knowledge of complex technology ecosystems and experience with RESTful API’s, JavaScript and common front-end frameworks (e.g. React, Angular) a plus, and technology configuration and testing (SSO, API, JSON, Batch, Postman etc)
• Highly effective communications: Exceptional written and verbal skills and the ability to engage and influence both technical and non technical stakeholders.
• Problem Solving: Strong ability to troubleshoot and resolve complex integration issues quickly and effectively.
• Independence and Teamwork: Your ability to work both independently and as part of a team is essential. You are adept at conflict resolution, time management, and problem-solving.
• Innovative Mindset: Your ambition drives you to constantly seek improvements and advancements in our processes and offerings.