Technical Implementation Manager

India · Full-time · Senior

About The Position

Gloat is looking for a can-do, accountable, tech-savvy individual to join our Customer Success team as our implementation manager, catering for our clients in the India. Our implementation manager will contribute to the design, configuration, and deployment of the Gloat product. The implementation manager functions as the face of our company as we gear towards providing our customers with greater solutions that solve their business challenges based on our industry expertise. As an implementation manager, you will collaborate with Gloat’s Customer Success Managers as well as Product and R&D personnel. Potential for traveling to customers’ workshops on a quarterly basis.

The Implementation Consultant / Manager is responsible for supporting the full life cycle implementation of the Gloat software to include; 

  • discovery (scope) gathering and documentation, 
  • product configuration, 
  • customisation, 
  • training, 
  • testing, 
  • rollout and go-live support

Working closely with the project management team, they have responsibility for ensuring work is completed to scope, customer satisfaction and other client issues during the course of the implementation.

This role reports to the Regional Implementation Lead.

Responsibilities

The Implementation Consultant / Manager will support the services implementation for complex projects for our customers.

The specific job responsibilities include the following:

  • Will work in conjunction with Project Manager and Project Team in the completion of an implementation.
  • Supporting multiple ongoing Customer deployments/implementations of Gloat software;
  • Ensure quality outputs are delivered for all work produced during implementations
  • Builds and maintain strong client relationships for the duration of implementations
  • Draft materials and run workshops as detailed in the project scope

Oversee project execution, including but not limited to:

  • Ability to translate business process requirements into configuration requirements for Gloat with differing levels of complexity
  • Prepares customers for completion of an implementation, in collaboration with the Project Manager and/or Project Team. Review processes with clients pertaining to the product.
  • Support functional and technical requirements gathering workshops
  • Configure the technical development efforts for customer deliverables
  • Executes system integration and system acceptance tests in collaboration with the Gloat and Client Project Teams.
  • Support client through go-live activities
  • Support regular risk mitigation planning meetings with the internal and Customer teams
  • Maintain a high level of knowledge of the product suite through training and project work


Requirements

  • 3 – 5 years HR / Learning software implementation experience
  • Systems configuration expertise,utilising technical skills in web applications (e.g. json, xml, etc) and web services API’s (e.g. SOAP, REST, etc.) to design our product’s integration with client’s software, including flows, data points, frequency, etc.
  • Strong facilitation skills
  • Demonstrated knowledge and experience in requirements gathering and development
  • Expert analytical and problem-solving skills
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Strong verbal and written communication skills with the ability to serve as an intermediary between technical developers and end-users
  • Ability to deal with complex customer service issues, using diplomacy, professionalism and tact
  • Ability to create a positive and professional business relationship with internal and external clients
  • Ability to work with minimal direction
  • Ability to handle multiple priorities using time management skills
  • Knowledge of the full software development life cycle

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