Implementation Manager

Morningstar Inc. Chicago , IL 60602

Posted 4 days ago

The Group:

The Implementation Manager will partner with our Pre-Sales, Business Development, Information Products, Technology, and Research teams to ensure that Morningstar's solutions are designed effectively to meet our clients' business needs and requirements, delivered on a timely basis and with high quality. This position is based in our Chicago office and is part of the Research Product organization.

The Role:

The initial focus of the role will be on our Enterprise Components business and will eventually expand to include the overall Research Product remit. The primary functions of this role are to understand and document the client's requirements while partnering with our product teams to manage delivery of the solution to the client. The role will also call for coordination with the client through effective communications throughout the implementation phase and to execute a smooth transition plan to ongoing Morningstar support teams at the end of the implementation effort.

Responsibilities:

  • Deliver high-quality and timely implementations to our clients

  • Work with internal product owners, business analysts and delivery squads to clearly communicate client business requirements and timeline expectations, monitor implementation progress, provide client and internal stakeholders with regular project status updates, and deliver high quality and timely implementations.

  • Produce Statement of Work documentation to formalize the client's business, functional and technical requirements and reach a common understanding of the solution between the client and Morningstar product team(s)

  • Serve as the primary point of contact for clients through the implementation phase; lead regular client calls/meetings and manage client expectations

  • Identify project risks, develops mitigation plans, and escalate potential impediments.

  • Ensure and own the client's sign-off on the delivered project and subsequently managing a smooth and timely hand-over to the client service team

  • Work with product management to incorporate client feedback into our core offerings.

  • Responsible for a set of projects while ensuring that client objectives are met

  • Work with team to identify areas for improvement. Lead team/process improvements projects and serve as a subject matter expert in those process/improvement areas.

Qualifications:

  • Minimum of three years of experience in a client service, project management, or business analyst role.

  • Excellent writing, communication, problem solving, organizational, and analytical skills.

  • Ability to work independently and manage competing priorities and deadlines.

  • A friendly professional demeanor and ability to excel in a highly collaborative team environment.

  • Knowledge of or exposure to Agile and general software and data architectural principles.

  • Familiarity with SQL, XML, Web Service, schemas, APIs and JIRA

  • Familiarity with Morningstar products and capabilities.

  • A bachelor's degree is required.

Nice to have:

  • Financial services industry knowledge or prior development experience is a plus.

100_MstarResCanad Morningstar Research, Inc. (Canada) Legal Entity


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Implementation Manager

Zero Hash

Posted 2 weeks ago

VIEW JOBS 1/14/2023 12:00:00 AM 2023-04-14T00:00 <p>About the company</p><p>Zero Hash is a trailblazing company that facilitates the storage of digital assets, on and off-chain settlement, and verifiable proof of assets for transactions. We're backed by Point72 Ventures, Bain Capital, NYCA Partners, DriveWealth, Struck Capital, TradeStation, and tastyworks.</p><p>Our mission is to empower innovators by delivering access to the financial system 2.0. Zero Hash enables businesses to focus on building experiences and products. We empower companies to offer a suite of digital assets, provide the rails to the 2.0 payment processors, give platforms the ability to facilitate instantaneous cross-border payments, and eliminate complexity in moving assets for the world's largest liquidity providers.</p><p>About the role</p><p>The Client Services team at Zero Hash acts as the customer's trusted advisor and partner, building and growing an ongoing healthy relationship with each customer. Team members are responsible for onboarding new businesses, preserving current business, facilitating daily operations, and opening doors for additional opportunities. The team is currently split into three verticals: Platform Solutions, Settlement Operations, and Customer Experience.</p><p>Implementations manage the full post-sales engagement with the customer, leading the implementation process and owning the post-deployment relationship. The Implementation Manager also works closely with Client Services to roll out complex new use cases and new projects with existing customers. Successful candidates will be excited by the challenges of learning a highly technical product, leading complex implementation projects, building relationships with customers, and driving real improvement in customer operations through our solutions.</p><p>This role reports to the Head of Implementations.</p><p>Responsibilities</p><ul><li><p>Work closely with customers to build and execute effective onboarding project plans for new implementations; monitor project timelines and ensure milestones are met</p></li><li><p>Act as the liaison between customers and Zero Hash during implementation to investigate and prioritize issues, remove project blockers, elicit feedback, and present customers with new opportunities</p></li><li><p>Lead the post-sale engagement, retention, and growth of your customers partnered closely with the Strategic Account Manager</p></li><li><p>Consult regularly with customers to fully understand their needs and solve their pain points, building rapport with key stakeholders at all levels (including C-level)</p></li><li><p>Monitor customer health to stay ahead of challenges and continually expand product adoption</p></li><li><p>Build product expertise by engaging with the product, investigating technical concepts, and actively seeking deeper product understanding</p></li><li><p>Work closely with the Product team to advocate for new feature requests and ensure customer feedback is incorporated into product roadmap planning</p></li></ul><p>Requirements</p><ul><li><p>3+ years of experience in B2B SaaS as customer success / implementation manager / technical project management / technical account management / technological consulting, specifically within onboarding and implementation of software.</p></li><li><p>Professional experience at a SaaS fintech company (e.g. banking-as-a-service, brokerage-as-a-service, payment-as-a-service business)</p></li><li><p>Strong project management skills with experience leading complex projects involving large, multi-layer teams with internal and external stakeholders</p></li><li><p>Self-starter able to take on tasks with minimal oversight and guidance</p></li><li><p>Excellent communication (written and verbal) and presentation skills, both internally and externally</p></li><li><p>Ability to interact with enterprise customer teams at various levels of technical and non-technical depth</p></li><li><p>Ability to clearly articulate technical topics to a non-technical audience</p></li><li><p>Strategic thinker and ability to analyze client needs to drive additional value</p></li><li><p>Collaborate with the sales team by identifying and driving cross-selling opportunities</p></li><li><p>Becoming familiar with our offerings and staying apprised of the marketplace</p></li><li><p>Drive a seamless client experience by working cross-functionally with sales, product, and client service teams</p></li><li><p>Manage customer relationships and escalations through a solution-oriented approach</p></li><li><p>Maintain customer satisfaction by engaging appropriate stakeholders, removing roadblocks, and advocating internally to drive product initiatives</p></li></ul><p>Nice to have</p><ul><li><p>Hands-on experience with SQL, Javascript, Python, and/or Golang.</p></li><li><p>Hands-on experience with web APIs, you understand web architecture and how data passes between systems.</p></li></ul><p>Benefits offered</p><p>We believe that the best way to succeed is by having a happy, motivated, and healthy team. We offer the following benefits:</p><ul><li><p>Healthcare Insurance: Zero Hash covers roughly 100% of employee premiums</p></li><li><p>Mental health and wellness program</p></li><li><p>Equity ownership</p></li><li><p>Vision Insurance</p></li><li><p>Dental Insurance</p></li><li><p>Maternity &amp; Paternity leave</p></li><li><p>Visa sponsorship</p></li><li><p>401k</p></li></ul><p>The Zero Hash Culture</p><p>All employees at Zero Hash are guided by the following characteristics and core principles:</p><ul><li><p>Independence - an ability to work alone. There is no micromanaging here. Join Zero Hash, pitch ideas and shape the work you do. You will be given responsibility from day one.</p></li><li><p>Vision - an ability to see the broader picture. We are innovating quickly and challenging the status quo. Seeing where we fit in is critical in making it a reality.</p></li><li><p>Positivity - a good attitude and respect for others. We're teammates, not co-workers.</p></li><li><p>Ambition - an ability and a passion for learning and getting things done. We will champion you, challenge you, and push you to achieve your best - and we expect the same in return.</p></li><li><p>Empathy - an ability to understand the customer. We do not build products for industry, but with industry. Learn our markets and speak to our end-users.</p></li><li><p>Adaptability - an ability to respond quickly. We are in a fast-paced industry and so we expect you to be creative when solving a new problem and comfortable under pressure.</p></li></ul><p>For candidates based in Colorado, please contact colorado-wages @zerohash.com to request compensation and benefits information regarding a particular role(s). Please include with you email the city you reside (or intend to reside in Colorado) and the title/link to the roles you're interested in.</p><br> Zero Hash Chicago IL

Implementation Manager

Morningstar Inc.