Product Implementation Lead

Job Description:

Entire OnHire has an immediate opening for a full-time Implementation Lead based out of our Mornington Penninsula Head office, with flexibility for work from home. The Implementation Lead is an integral role in Entire OnHire client engagement and business success team to drive client satisfaction by preparing and guiding new customers through the implementation process. The Implementation Leader manages project coordinators and as well as their own client projects to facilitate a smooth and timely transition for customers moving from their current staffing software solutions to Entire OnHire. Specifically, the Implementation Lead is responsible for handling all tasks related to assigned projects & the guidance of the implementation coordinators’ projects from the initial meeting through Go Live.  Acting as an intermediator between the customer and internal resources during this time. The Implementation Lead will also have direct involvement in advanced tasks during the implementation phase that directly impact client satisfaction, leading the team, providing client & systems training.

Key responsibilities include:

• Establish and successfully manage relationships with clients as assigned.
• Analyze customer’s business processes and determine best fit with the product.
• Perform and lead the setup, configuration, and testing of customer instances to ensure proper functionality.
• Coordinate internal resources and third parties/vendors for the flawless execution of projects.
• Train customers on the product and the appropriate process to fit their needs.
• Assist the data conversion team in planning a data migration strategy, as well as coordinating with the customer and Data Conversion Team to review the converted data.
• Act as filter and a first line of contact before tasks are handed to development.
• Maintain constant review of tasks and statuses or implementation team’s projects
• Work with Project Coordinators to manage changes to the project schedule and project scope.
• Provide high level customer support until the implementation has been completed and the customer is transitioned to the Customer Support Team.
• Allocate implementation projects & tasks according to coordinator work loads
• Assist with product testing when necessary.

Project Planning and Management

• Identify leaders for each of the primary workstreams
• Create structures to hold workstream owners accountable
• Monitor progress to implementation goals

Coordination

• Assist Project Coordinators with their implementation projects as appropriate
• Lead weekly project team coordination meetings
• Build in systems and routines for continuous improvement and learning throughout the process
• Host quarterly stepback meetings with key stakeholders to brief on progress, challenges, and plans for support

Communication

• Support creation of communications plans and identification of key message for each stakeholder group
• Invest others in the new materials
• Serve as the spokesperson for the work to the system leadership team and other stakeholders
• Provide input and recommendations for improvements for internal processes to provide efficiency and effectiveness.
• Report and maintain feature requests.

Job Requirements:

• Tertiary degree ideally in business operations, technology, project management.
• Proven working experience in project operations and system implementations – particularly PaaS & SaaS systems.
• Solid business background with understanding and/or hands-on experience in software.
• Exemplary verbal and written communication skills.
• Excellent client-facing and internal communication skills.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Strong interpersonal skills and core values including a positive attitude, balance, creativity, determination and teamwork.
• Self-starter with the ability to identify need for and develop processes and materials.