Operations
MiX North America

Senior Manager Implementation

Ref: 76| Posted: 28th Jul 2021

The Opportunity:

This role requires you to ensure a great customer experience with the onboarding and implementation of new customers, working with the sales, operations and finance teams in the business to ensure the successful implementation of our solution for new and existing customers. 

The Field Services and Implementation Team will report to you and you will provide guidance, support and supervision to this team and work with them to ensure that every installation, de-installation or maintenance job we do is of the highest quality, is done in a timely manager and exceeds customer expectations.

You will create an environment of excellent and superior customer service resulting in the best customer experience for our customers.  You will work with your team to ensure targeted results, KPIs and objectives are achieved by the team members and team as a whole.

 

MAIN RESPONSIBILITIES & DUTIES

Implementation & Field Services

  • Act as Project Manager on all new and existing customer implementations, working closely with the Sales, Customer Success, Logistics and Customer Support teams in ensuring the implementations run smoothly, that all tasks are completed on time, that regular updates and communication happens with customer and ensuring that the customer expectations are met
  • Manage the team of Implementation Coordinators and Field Service Technicians, ensuring they provide our customers with the best service, resulting in a great customer experience
  • Daily monitoring and tracking of team SLAs, KPIs, Objectives and workflows
  • Conduct performance discussions, provide training and coaching to your teams
  • Escalation point for implementation, field service and technical related issues as needed and available after hours and over weekends for support as needed
  • Ensuring high quality installation and maintenance services are provided to our customers
  • Managing our 3rd party field tech services companies and adding more service providers as needed to cover our ever increasing customer base
  • Ensure all MiX vehicles have working equipment, are being serviced as needed and regularly monitored in Fleet Manager
  • Review MiX reports on company vehicles to identify possible risks in Field Service driving behaviors
  • Train new MiX and 3rd party technicians
  • Maintain vehicle installation profiles

 

Customer Service and Experience

  • Ensuring that our customers are happy with the services you and the team provide to them and that they have a great overall customer experience in dealing with us
  • Own and drive to resolution, and escalate, if needed, product related issues identified in general and during product trial periods
  • Other technical product support as needed.

 

Processes and Reporting

  • Continuously improve and simplify processes and systems, resulting in less manual and unnecessary tasks, allowing for more focus on customer value add
  • Assist Logistics Manager with management of consignment inventory held by 3rd party service providers and customers
  • Completion and review of monthly implementation, field services and other reports as needed

 

Product

  • Be a product expert and champion
  • Assist Product Specialist team and Global Product Team with new product trials in the US
  • Lead on product field trials and providing updates and feedback on results

 

General

  • Review and approve expenses for department
  • Ad-hoc tasks as required by Manager

 

Education

  • Bachelor’s or similar degree/qualification
  • 4+ years of experience as a project manager, operations manager, implementation manager or similar role
  • Experience with Zendesk
  • Excellent Excel skills
  • Excellent Project Management skills
  • Experience with data analysis and reporting tools

 

Preferred Skills

  • Highly analytical, critical thinking and problem solving
  • Experiencing in working with customers and ensuring a great experience
  • Presentation skills
  • Excellent Project Management skills
  • Excellent English written and oral communication skills
  • Excellent Excel skills
  • Experience with Zendesk
  • PowerBI and other dashboard tools
  • Excellent organization and time management skills

 

Personal characteristics (Emotional characteristics/ Attitude)

  • Loves technology
  • Passionate
  • Positive, Energetic, Ambitious
  • Motivated, goal oriented, solution focused
  • Hard worker
  • Can-do attitude