Implementation Manager

***Before applying please complete the Culture Index

Assessment: https://go.cultureindex.com/p/08CZiMb4OJfawCX9hSPI

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This is a Chicago Hybrid role. Employees will be in office 2 days a week.

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Company Brief:

Continuum is disrupting an untapped, winner-take-all, $22 Billion dollar+

market of B2B2B Reverse Logistics. Continuum is the first and only network

deployed platform to solve complex multi-party returns, warranties and

repairs. Our mission is bold, and we are seeking intellectually curious,

entrepreneurial spirited, fearless people to join us. The mission: If a product

moves up the supply chain in B2B distribution or manufacturing, we own it.

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Job Brief:

We're seeking a dynamic Implementations Manager to ensure the seamless

onboarding and deployment of our software offerings for manufacturing and

distribution clients. Adaptability is key as you navigate a rapidly changing

landscape, where you'll excel in agile problem-solving, continuous learning,

and proactive communication. You'll bring exceptional organizational

prowess and time management skills to ensure every aspect of our

implementations is executed with precision and efficiency. This role requires

creativity & collaboration where you'll wear multiple hats and make a

significant impact from day one.

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As the Implementations Manager, you play a pivotal role in the success of

our client deployments, even as our product continues to evolve. You'll serve

as the primary liaison between our clients and internal teams, overseeing

the entire implementation lifecycle from project planning to post-

implementation support. Your influence and voice will be essential to the

leadership team as we continue to grow and innovate.

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Responsibilities

• Meet Implementation Deadlines, if not exceed expectations.
• Collaborate closely with clients to understand their unique business requirements and objectives.
• Develop comprehensive implementation plans tailored to each client's needs, including timelines, milestones, and resource allocation.
• Configure the software according to client specifications, ensuring alignment with industry best practices and regulatory standards.
• Collaborate and coordinate with cross-functional teams throughout the implementation process, including software developers, QA analysts, and customer support specialists.
• Conduct regular status meetings with clients to provide updates on project progress, address concerns, and gather feedback.
• Facilitate user training sessions to ensure clients are proficient in utilizing the software's features and functionalities.
• Serve as the primary point of contact for post-implementation support, addressing client inquiries, troubleshooting issues, and escalating technical issues as needed.
• Continuously evaluate and improve implementation processes to enhance efficiency, scalability, and client satisfaction.
• Collaborate with sales and account management teams to identify upselling and cross-selling opportunities based on client needs and usage patterns.

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Requirements and Skills

• 2+ years experience with ERP systems is required.
• Proven experience (2+ years) in software implementation, preferably within the SAAS industry and specifically working with manufacturers and distributors.
• Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results within established timelines.
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients, internal teams, and stakeholders at all levels.
• Demonstrated ability to adapt quickly to changing priorities and navigate ambiguity with confidence.
• Deep understanding of manufacturing and distribution processes, including inventory management, supply chain operations, and production workflows.
• Technical proficiency in software configuration, database management, and troubleshooting.
• Certification in project management (e.g., PMP, PRINCE2) is not required but a plus.