Implementation Manager

Beaverton, OR, USA Req #1472
Tuesday, November 17, 2020


SUMMARY

The Implementation Manager is responsible for product implementation, customer satisfaction and customer retention. They are the key strategic partner for customers in setup, process development and product implementation. Every day work includes information gathering, boarding and customer contact, relaying information to Technical Support and Technical Implementation teams, coordinating work and providing feedback for process improvement. Position requires excellent verbal and written communication skills, strong project management and organizational skills and refined attention to detail. The Implementation Manager must also be an exceptional problem solver and collaborator and must have strong follow through.

 

JOB DUTIES

·        Implement customers as assigned, maintaining close customer relationship to ensure all requirements and deadlines are met. Guide boarding with strong project plans and accountability, and manage the entire process (calls, education, timing, requirements, project adjustments and deadlines).

·        Gather and review customer business practices to define and execute on delivery and implementation plans. Collaborate with customer to understand current process, relay product features and suggest process changes and improvements; present ideas and solutions to improve product adoption. Provide guidance and support, leveraging product expertise and industry best practices.

·        Serve as primary point of contact for interacting and managing customer boarding process over the phone and through email to ensure user adoption, retention and overall success.

·        Communicate regularly with various departments internally (especially Technical Support, Customer Success and Technical Implementation) to ensure an integrated approach to the customer relationship; function as the voice of the customer and provide internal feedback on how we can better serve our customers. 

·        Resolve account setup issues quickly utilizing problem solving skills and internal resources.

·        Maintain and expand knowledge base on our products and integrations; remain up to date on latest versions and their capabilities and surface other members of the team.

·        Perform miscellaneous project and duties as assigned

 

REQUIREMENTS

·        College coursework in business or equivalent experience; college degree preferred.

·        Five or more years customer service experience and/or project management experience.

·        Familiarity with accounting and payment industry practices.

·        Advanced computer skills required, including high level knowledge of Microsoft Office and experience working within Salesforce CRM preferred.

 

KNOWLEDGE, SKILLS AND ABILITIES

·        Project Management and Sales — Ability to multitask and work in a deadline-driven, time-sensitive environment. Ability to build relationships. Knowledge of principles and methods for showing, promoting, and teaching functionality of products or services. This includes project management strategy and accountability tactics, product demonstration, and soft sales techniques. Persuading others to change their minds or behavior. Bringing others together and trying to reconcile differences. Relationship building, including established contacts and relationships with potential customers in key markets, and maintaining those relationships over time.

·        Customer and Personal Service — Customer-focused with proven knowledge of solution-selling strategies. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and talking to others to convey information effectively. evaluation of customer satisfaction. Actively looking for ways to help people. The ability to communicate information and ideas in speaking so others will understand.

·        Critical thinking and Persuasion— Using logic and reasoning to recognize details of situations, identify solutions, conclusions or approaches to problems. Persuading others to change their minds or behavior or to try new approaches. The ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

·       Technology—Knowledge of computer hardware and software, including applications and data driven tools. Ability to learn Nvoicepay’s systems and software. Use of database products, CRM software (Salesforce), project management software (Wrike), ticketing software (Zendesk), fax and phone systems.

·        Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others and maintaining them over time. Professional level written and verbal skills.

·       English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively. Understanding written sentences and paragraphs in work related documents. Professional-level written and verbal communication skills and exceptional relationship building skills. Exceptional written and oral expression and comprehension, including excellent presentation skills with an ability to partner with senior business leaders to understand needs and deliver solutions.

·        Active Listening and Speaking— Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Talking to others to convey information and procedures effectively.

·        Administrative —Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records in a database, and other office procedures and terminology.

·        Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

·        Time and Task Management — Managing one's own time and the time of others. Effectively managing project

·        People and Inclusion —Always striving to drive our business forward by positive and direct communication, collaboration, respect, acceptance and professionalism. Understanding how to give and receive feedback, manage conflict positively and work productively with others to solve problems.

 

WORK SCOPE AND CONTEXT

·       Job is focused on specific area of business with established practices and procedures. Must work with operational timeframes and be flexible to changing priorities.

·       Decisions are made within specific operational guidelines. Decisions and service affect customers and suppliers. Position has a direct effect on adoption, utilization and revenue.

·        Job has no supervisory responsibility. Work is guided and supervised.

·        Contacts are made both inside and outside the organization. Internal contacts include the Operations, Customer Success, Sales and Technical Implementation teams, leads and managers. External contacts include customers.

·        Position requires regular contact with others - in meetings, by phone or by email. Interactions focus on problem solving, customer service and information exchange. Interactions are initiated both phone or email and focus on inbound/outbound contact. Headsets are used regularly for phone work.

·        Information exchange may include confidential or sensitive information. Customer service, project management and problem solving are primary objectives of this position.

·       Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer and a telephone. Job may require hours that exceed 8 hours per day and 40 hours per week during peak periods.

 

JOB ZONE
Professional/ Implementation
 

About the Company: 

FLEETCOR Technologies, Inc. (NYSE:FLT) is a global leader in business payments. We simplify the way businesses manage and pay their expenses. Our portfolio of brands help companies automate, secure, digitize and control payments to, or on behalf of, their suppliers and employees. Our payment solutions cover four primary expense categories: Payables, Tolls, Fuel, and Lodging. We serve businesses, merchants and partners in North America, Latin America, Europe and Asia Pacific. For more information, please visit FLEETCOR.com.

Founded in 2000 and headquartered in Atlanta, Georgia, FLEETCOR generates more than $2.6 billion in revenue.  We employ more than 8,000 valued associates worldwide. FLEETCOR enjoys global recognition including:

·        Forbes Global Growth Champion – FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista

·        Forbes World’s Most Innovative Companies – FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!

·        Fortune 1000 Company – FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking  #872

·        S&P 500 – In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks based on market cap (company value)

FLEETCOR has a culture founded on integrity, collaboration, innovation, execution, and people.  This offers each employee the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives, which allows each individual to create a balance between professional goals and personal achievement.

FLEETCOR’s COVID-19 Hiring Guidelines:

Due to COVID-19, most of our employees are temporarily working from home. In addition, FLEETCOR implemented a virtual interviewing and hiring process, engaging with talent by phone or video and onboarding new employees remotely. We value the safety of each member of our community because we know we’re all in this together.

Equal Opportunity/Affirmative Action Employer:

If you need a reasonable accommodation for any part of the employment process, please contact your local Human Resources Business Partner and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

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Thank you for applying and for your interest in FLEETCOR. If your profile corresponds to our requirements, a member of our Talent Acquisition Team will contact you soon.

Equal Opportunity/Affirmative Action Employer

If you need a reasonable accommodation for any part of the employment process, please contact your local Human Resources Business Partner and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to.


For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

Other details

  • Job Family Service
  • Job Function EMPLOYEE_NONSALES
  • Pay Type Salary
  • Employment Indicator Employee
  • Required Education Some College
  • Beaverton, OR, USA