Key responsibilities

• Create and maintain implementation processes, playbooks, and artifacts to ensure clients are efficiently and effectively onboarded
• Manage the full lifecycle of client onboarding activities and implement initiatives from sales (where relevant) to transition to support
• Account for the accurate and timely delivery of defined project scope and manage change request implementation
• Provide client consultation on how our products work and onboarding best practices from pre-sales onward
• Work with clients and internal stakeholders to understand and develop program scope/timelines and business objectives, as well as manage client expectations
• Identify interdependencies and collaborate with other workstreams to ensure an integrated approach to program delivery
• Recognize and solve for gaps identified during the onboarding cycle
• Create and review key project documents such as project charters, high-level timelines, and project plans
• Determine the appropriate staffing for all projects across the workstream
• Engage with senior management and present program status and related topics
• Mitigate risks to minimize impact on programs; work with project managers to resolve issues as needed
• Manage the client transition from sales to client success and look for ways to improve the overall process and platform offerings

Requirements

• 10 years of experience as an Implementation Manager or 15 years of program management experience managing large, preferably technical/infrastructure-related initiatives
• Strong focus on outcomes-based planning and an eye for detail while still seeing the big picture
• Excellent communication and presentation skills, particularly with training clients in a technological area
• Ability to easily walk people through an entire process, step by step, and create a story to increase understanding of the platform/data
• Skilled at developing relationships with clients to become a trusted and value-added business partner
• Strong leadership and organizational skills
• Strong working knowledge of Microsoft Project
• Experience working independently, as well as in a team-oriented collaborative environment
• Ability to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities, as well as working on concurrent programs/projects

Additional skills and knowledge

• PMP certification desirable
• Strong working knowledge of Microsoft Project
• Experience in and knowledge of financial services; broker/dealer experience (operational, technical, or both) is highly desirable.