Summary/Objective:

The Implementation Manager is responsible for being the First Point of Escalation for clients and internal partners during product implementation as well as managing the people, processes and performance of the department. This role will be responsible for supporting the Executive Director of System Implementation with financial management and reporting of group Utilization, revenue recognition and revenue forecasting.

Essential Functions:

Provide daily oversight and management of the Implementation team staff including day to day tasking, utilization, training and development
Manage all tasks associated with customer implementation and projects, including Implementation Progress, Personnel assignment and Utilization forecasts, Oversight and evaluation of staff, Staff Training, Act as mentor and coach to team members
Collaborate directly with PMs and others to meet project implementation goals and communicate resource availability
Provide day-to-day direction to cross-functional implementation pods/support teams and best practices to the customers on deploying the product within their environment
Create documentation that enables the transition from implementation to post-implementation support
Assess and adapt to industry trends and changes, recommending changes or improvements as necessary and in some cases success implementation of those changes
Collaboratively participate in Pre-sales scoping and scheduling activities
Capable of solutioning and documenting technical requirements for customers and delivering detailed levels of effort to support pricing and delivery timelines
Understand the implementation of the 3-GIS Product beyond installation and provide guidance and technical support in how to configure the solution
Manage product-related items resulting from implementations (bugs and enhancements) to ensure clarity of customer needs as well as internal needs.
Proactively work to understand new product features, how they bring value to customers and how best to configure and deploy the solutions
Be responsible for the end-to-end technical implementation of the 3-GIS solution for both Live and on-Premise Customers including first point of escalation
Manage Personnel Utilization in their group to ensure Utilization targets are met. Report on Utilization metrics weekly with responsibility to map trends and create utilization and capacity plans
Review revenue recognition reports weekly tracking revenue against targets with weekly/monthly/quarterly/annual reporting.
Responsible for monthly revenue forecasting for SI group pulling necessary information from project revenue tracking and future sales expectations.
Participate in annual budgeting process with responsibility for managing team expenditures against training, travel, software, and other SG&A expenses.

Requirements:

Bachelor's Degree in related field
Understands the problems and challenges facing customers, in particular during enterprise software implementations and upgrades
Ability to solution technical approaches for resolution and review/approve potential solutions proposed by the team Strong decision-making and leadership capabilities.
3-5 years of related GIS/Product management experience
2-3 years of technical management experience
2-3 years of budgetary and fiscal reporting responsibilities
2-3 years of Personnel management experience
Esri System deployment and management
Strong decision-making and leadership capabilities
Excellent analytical, problem solving, conflict resolution, and decision-making skills.
Detail oriented, organized, and quality focused.
Adaptable and ability to work independently in a fast-paced environment
Strong planning and time management skills

Preferred Skills:

In-depth understanding of AWS, System Architecture option and Esri Licensing
Experience with 3-GIS system management
AWS (or other Cloud Server) deployment or management experience

3-GIS

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Manager, GIS Implementation Services