Implementation Manager

COMPANY OVERVIEW:

Harri is the first enterprise ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First driven individuals that want to exceed the expectations of those that share an experience with our brand.

If you're a builder, problem solver, and love the fast pace of a startup, it's time to come meet the Harri family.

POSITION SUMMARY:

As Implementation Manager US you will report into the Director, Global Enterprise Implementation and will be responsible for effective and efficient delivery of new product implementations through a team of Implementation Consultants.

ESSENTIAL FUNCTIONS:

• Help develop and manage governance of standard operating procedures for team in collaboration within and outside department

• Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals

• Partner with Sales and Customer Success, Support, Product, R&D, to manage the overall order to cash lifecycle

• Manage backlog, forecast, budget, capacity, resource management

• Oversee the use of standard process workflows by team

• Train and mentor team members and identify development needs across the team

• Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods

• Evaluate performance and complete annual performance appraisals.

• Work in collaboration to establish Individual Development Plans.

• Develop and administer corrective action and performance improvement plans.

• Hire/fire authority in conjunction with Human Resources.

• May have budgetary responsibility.

• Support career progression of team and broader succession planning activities.

• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units

• Back up Senior leadership as needed

REQUIRED EXPERIENCE, EDUCATION & SKILLS:

• Bachelor's degree or commensurate experience

• At least 5 years of SaaS/Customer Service experience

• Must have at least 3 years of people leadership and management experience

• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing

• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions

• Ability to work and thrive in a team environment, focused on achieving results

• Ability to maintain cooperative working relationships with all levels of management

• Ability to assess team members' performance and provide motivational support

• Ability to work both independently and as part of a team

• Strong client relationship building skills

• Ability to recognize basic procedural issues as they arise and escalate to the appropriate level

• Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations

Preference will be given to candidates who have the following:

• MBA or advanced degree

• Proficient in the latest web technologies and working knowledge of various operating systems

• Prior leadership training