Implementation Manager
Job ID #: 10706
Company: Egencia
Location: USA - WA - Bellevue
Functional Area: Travel
Employment Type: Full-Time Regular
Education Required: Not Indicated
Experience Required: 3-5 Years
Relocation Provided: To be determined
Position Description
The Implementation Manager position requires an individual with superb project management, organizational and problem solving skills as well as a keen attention to detail. This individual will work across multiple teams within Egencia including Product Development, Technical Support, Sales, Account Management, Service Delivery and Customer Service in order to successfully implement new accounts and improve the overall implementation process.
Implementation Projects involve customer-facing and technical elements. The Implementation Manager leads all project management activities including but not limited to:
• Requirements Gathering
• Site Configuration
• Facilitating Weekly Project Status Meetings
• Initiating Go-Live
• Post Launch Hand-off to Account Management and Global Customer Service.
The Implementation Manager also plays a significant role in contributing to the development, improvement and documentation of implementation processes.
Functional and Technical Responsibilities
Project Management
• Responsible for initiating, planning, executing, controlling and closing projects. Includes the development of requirements documents, finalizing deliverables, completing risk assessments, building out client-facing communications, reviewing contracts, optimizing resource management and validating process quality.
• Leads cross-functional project teams in the successful implementation of new clients.
• Facilitates status meetings, documents issues and identifies areas of risk. Communicates issues and risks to project team and Egencia Sr. Management as needed.
• Acts as the first point of contact for client escalations during the implementation process.
Implementations
• Responsible for implementing accounts sold into the Small, Mid and Large Market Segments. Implementations are expected to be done in a timely and efficient manner so Egencia can rapidly realize each account’s full potential.
• Drives and oversees Egencia marketing and communications for client.
• Develops and implements strategy plans to achieve account ramp-up goals.
• One of many Implementation Managers responsible for managing Egencia’s entire Account portfolio of new clients.
• Ensures that accounts are staged, scheduled and prioritized according to both client and business needs.
Communication
• Able to communicate complex and technical information in a manner that all audiences can easily understand via multiple formats, i.e. virtual and in-person.
• Ability to clearly, concisely, and quickly communicate the right message to upper management.
• Communicates effectively and confidently to small and large groups, as well as executives.
• Ensures that project team members have a clear understanding of timelines, tasks, risks, and issues.
Creativity, Ambiguity and Attitude
• Effectively handles ambiguous, dynamic tasks and assignments.
• Can rapidly change direction in response to evolving business needs.
• Entertains all possibilities in order to generate new and innovative ideas.
• Acts with initiative when they uncover an opportunity to delight a customer and/or improve our implementation process.
Specialization and Subject Matter Expertise
• Provides consultative services to both internal and external customers on business travel industry standards and best practices.
• Responsible for storing and archiving implementation documentation.
Qualifications / Skills
• Project & Time Management Skills – Proven success managing multi-faceted, time sensitive projects. Formal project management training is preferred.
• Impeccable communication skills – facilitation, written documentation, status reporting, mediation, training and presentations.
• Technical Skills – Experience working with an Online Travel Tool or Agency is preferred.
• Applications - Proficiency in MS Excel, Project, Visio, Word, PowerPoint, and Outlook required.
• Schedule Flexibility - Ability to work across multiple time zones and willing to travel on short notice.
• Client-facing experience required.