Implementation Manager Client Technology

Implementation Manager Client Technology
Requisition #: USAHQ-12021
Position Type: Full Time - Regular
Work Countries: United States
Work Cities: Virtual US
Job Description:
Implementation Manager Client Technology
Job Summary:
The client technology implementation manager is responsible for leading and managing client facing implementations and providing client training and support. Customer consultation, product presentation, conducting customer meetings, coordinating project plans, and managing customer expectations are key responsibilities. This position requires a creative thinker who can learn at an accelerated pace while focusing on the ongoing management of the customer implementation process.
Essential Duties and Responsibilities:
_Job Specific Essential Duties & Responsibilities:_
_Core Responsibilities_
Core Responsibility 1:
+ Gathering design and configuration requirements for the personalization of customer facing, online systems
Core Responsibility 2:
+ Conducting full-day onsite design meetings with customer travel management, Web administrative and design resources, and technical resources.
+ Create and maintain highly detailed requirement sets for delivery to BCD Travel development and programming resources.
Core Responsibility 3:
+ Provide ongoing consultation and customer support for new and existing customers in the areas of portal design, user interface, navigation and deployment of new functionalities.
+ Proactively provide recommendations to improve existing processes and develop new ones that will increase work efficiencies and overall customer satisfaction.
Core Responsibility 4:
+ Develop, maintain, and communicate processes and documents as required.
+ Act as liaison between customer and BCD Travel development, programming, data management and graphics resources.
+ Provide product administration training as needed .
+ Document and report system errors to the BCD Travel development team .
+ Provide detailed status updates to management concerning the progress of customer implementations and ongoing projects .
Core Responsibility 5:
+ Quality assurance and testing of portal sites and new functionalities.
+ Participate in design and implementation of new product enhancements .
+ Consult with peer portal team regarding product enhancements and corrections .
+ Work in the areas of business development and relationship management with customers, suppliers, sales, account management, and BCD Travel development.
+ Ability to travel 30%
Education / Knowledge / Experience : (Subject to local laws and practices)
+ A proven background in product configuration, requirements gathering and documentation.
+ Strong client communications abilities to include: expectations, best practices, timelines, documentation and timely follow up.
+ Ability to lead and direct multiple projects simultaneously.
+ Conversant in Web-based technology with technical and non-technical audience.
+ Two years Internet/extranet/intranet knowledge and experience is desirable.
+ Two years travel industry or travel technology experience.
+ Experience in product testing and quality assurance.
+ Prior training experience.
+ The ability to produce clear, concise communications geared toward the target audience.
+ Two years experience in working with Web-based technologies
+ Experience in Web-based support
+ BA/BS degree from accredited college or university or equivalent work experience
Characteristics & Competencies:
Core Competencies _(applies to all jobs within BCD Travel)_
Active Learning / Continuous Learning
Proactively pursue opportunities to improve your skills and knowledge
Effective Communication
Communicate ideas and information accurately and in a way that engages the audience, helps them understand and encourages them to take action
Flexibility & Adaptability
Understand, adapt to and learn from changes or challenges in the environment
Honesty, Integrity, Building Trust
Demonstrates solid business ethics that give others confidence in your-and the company's-intentions
Look for new ideas and initiatives to improve individual, departmental or organizational performance
Relationship Skills
Consistently interact with individuals and groups in a positive and collaborative manner
Service Excellence
Understand and apply service concepts and techniques that will surpass customer expectations
Work effectively as part of a team
Management Competencies _(All 8 apply to management and leadership roles. Non-management roles may remove those that do not apply.)_
Coaching & Developing Others
Provide feedback and instruction to help others succeed
Delegation & Empowerment
Empower and motivate others to take on tasks and responsibilities to achieve greater results
Emotional Intelligence
Recognize, understand, and manage your own and others' emotions to build productive and trusting relationships
Influence & Initiative
Actively and effectively pursue opportunities to influence others and the organization
Leading Organizational Change
Manage the successful transition from current to desired cultures, structures, practices or services
Leading Teams
Motivate and guide a team toward objectives and success
Managerial Courage
Deal head-on with people problems and challenging situations using direct and tactful communication
Producing & Driving Results
Set goals for individual, team, customer or organizational success and use available resources to achieve-or exceed-those goals
Functional Competencies (Up to 8 selected from BCD Functional Competency Library)
Focuses on those activities that have the greatest impact on meeting work commitments.
Accuracy / Attention to Detail
Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply this knowledge appropriately to diverse situations.
Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
Managing Multiple Priorities
Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
Knowledge of effective presentation tools and techniques; ability to present information to groups with the appropriate degree of formality.
Problem Solving
Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
Field of Interest Category:
Travel Technology
Percent of Travel: 1-25%
Relocation: No
Languages Required: English ea2412192b734127b32adc77f6ba69df

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