Essential Duties and Responsibilities
Implementation Leadership
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Lead software implementation projects from planning through post-go-live support.
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Analyze customer software needs and requirements and translate them into implementation plans, timelines, and milestones.
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Manage configuration and customization of software applications to meet customer and organizational requirements.
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Coordinate with development and IT teams to ensure proper integration, testing, and functionality.
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Ensure thorough testing, quality assurance, and validation of software before and after deployment.
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Maintain accurate records of implementation activities, configurations, and project documentation.
Support & Customer Success
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Oversee customer support operations related to software functionality, troubleshooting, and issue resolution.
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Ensure timely and effective resolution of customer issues, from initial intake through completion.
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Monitor support tickets, escalations, and response times to ensure adherence to support standards.
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Serve as an escalation point for complex or high-impact customer issues.
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Maintain strong customer relationships and act as a trusted point of contact for support and implementation matters.
Team Coordination & Process Management
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Provide guidance, direction, and mentorship to team members.
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Establish, document, and enforce standard procedures.
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Communicate customer concerns, trends, and risks to management and relevant internal teams.
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Identify opportunities for process improvement to enhance efficiency, quality, and customer satisfaction.
Operational & On-Call Responsibilities
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Manage a rotating on-call support schedule for nights and weekends, as required.
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Perform related duties as assigned by management.

Qualifications
Required
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Bachelor’s degree or equivalent work experience
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Proven experience in software implementation, configuration, and customer support.
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Strong analytical, troubleshooting, and problem-solving skills.
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Proficiency in project management software and tools (e.g., JIRA, Smartsheets)
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Excellent written and verbal communication skills.
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Ability to interact professionally and courteously with customers, stakeholders, and team members.
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Ability to work independently while effectively managing priorities and multiple projects.
Preferred
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Experience supporting or implementing