Client Implementation Manager

Job Title: Client Implementation Manager

Reports to: Client Success Team Lead

Location: East Coast, USA


C2P is a world leading product compliance workflow platform, used by blue-chip companies and industry leaders throughout the world. This role involves taking the lead for the design of client solutions in both pre sales and implementation stages of the sales process.

The Implementation Managers role involves leading client regulatory process workshops on-line, or at client sites; owning solution design for the client and project managing client implementations/bespoke projects. A key element of the role will also be owning solution design support for prospects in pre-sales with the business development team where expert technical product knowledge is required.

Key Responsibilities:

Business Development Support – Mostly Pre Sale

  • Provide support to the Business Development Team in more complex Client Solutions where your C2P expertise is required
  • Attend Client Meetings, both remotely and on site, with the Business Development Team member
  • Elements of the post Sales Implementation Process may begin at the Pre-Sales Stage including Client Workshops diagnosing needs / challenges / processes

C2P Implementation – Analysis Phase

  • Implementation aims to ‘match’ the capabilities of our compliance knowledge management tool, C2P, to the needs of the client’s organization. The consultant’s role involves performing client engagements on-line, or at client site meetings or workshops and facilitating clients to scope a project
  • Establish how the client’s current Standard & Regulatory (S&R) product compliance process works and what resources/people/experience/expertise and responsibilities are in place
  • Define client process goals in conjunction with clients
  • Decide what challenges should be addressed in the context of the client’s corporate goals
  • Of the issues needing addressing, defining which of these can C2P best address
  • Map requirements and available resources and expertise to C2P process
  • Work through configuration options ‘live’ on the system, evaluating options
  • Establish how best to implement work flow steps to suit client’s organization and staff roles
  • Explore any (C2P) reporting requirements, including management reporting needs
  • Definition and development of consulting offerings, development of concepts, models and approaches to solving client needs
  • Reporting on the findings of workshops or other engagements
  • Description/diagram of client processes.

C2P Implementation – Implementation Phase

  • Configuring C2P to meet client’s needs
  • Training / presenting to users
  • Giving feedback and input into the future development of the C2P tool

C2P Implementation – Adoption and Metrics Phase

  • Assist and influence clients to ‘embed’ C2P in their organization and so derive maximum value from their investment
  • Work closely with the Account Manager for your assigned clients

Internal Process Improvement

  • Participate in the development of policies procedures and processes to drive reduction of costs and/or increase in revenue/profit
  • Ensure best practice is leveraged across the Client Success team and that each member of the team contributes to increasing the overall team knowledge

Collaboration with Others

  • Training of colleagues in other departments when required
  • Responding to support requests from Business Development Managers to assist with a sale. This is a growth environment
  • Inputting on development of C2P
  • Input in the development of other offerings e.g. Managed Services

Prior Experience and Qualifications:

  • Educated to degree level, in a technical or business field
  • Previous experience implementing & configuration of Enterprise Systems or Technical Sales or equivalent (ideally in a SaaS environment)
  • Project Management expertise
  • Experience in demo & training of Enterprise Systems to clients onsite and remotely
  • Experience in group facilitation to work out processes, implementation steps, integration issues etc. with prospective clients highly desirable
  • Experience in a compliance and regulatory environment is highly desirable

All applicants must apply using the RELEVANT LINK.