Implementation Manager I

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Responsibilities

In addition to serving in their role as an Implementation Manager I is accountable for tracking customer satisfaction and for delivery of key milestones by the Implementation Managers on their team during the implementation process. They are responsible for assigning the appropriate resources to ensure implementations are well managed and milestones are met successfully. They are also responsible for mentoring teammates in their organization.
Review the Terremark planned solution with customer to ensure it meets customer requirements.
Work with customers in creation of an implementation plan including success criteria, key milestones, role definitions, risks and method of ongoing communication.
Take “Lead” role with Customer and Terremark teams to ensure proper resource assignments to meet key implementation milestones.
Verify and confirm continued validity of implementation constraints (scope, quality, and time) during the implementation life cycle.
Seeks necessary support in removing obstacles to implementation progress.
Report progress and issues throughout the implementation process.
Assist the customer during their application load/test process and ensure timely and effective transfer to support.
Develop and manage the customer relationship to understand their business and exceed their expectations.
Meet internal and external delivery milestones and ensure that client expectations are clearly defined and met.
Provide a transition to the post-implementation support organization at the completion of each implementation.
Ensures completion of implementation within specified timeframes.

Qualifications

1-3 years of IT or customer service, implementation projects experience preferred.
Capable of managing a high volume of orders simultaneously.
Strong organizational skills.
Works well in an environment with rapidly changing priorities.
Possess strong written and verbal communication skills.
Able to effectively communicate with personnel at all levels.
Customer Service oriented.
Conflict resolution and problem solving are required skills.
A working knowledge of the following technical disciplines in an enterprise environment is preferred: networking, servers (UNIX/Microsoft), data bases (MS SQL, MySQL, Oracle), and/or security.
Initiative and ability to work in a self-directed manner.
Excellent time management skills (ability to set priorities and manage to them.)
Bachelor’s degree and certification is preferred
Fluency in English and Portuguese (Spanish preferred)
 

 

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