Senior Implementation Manager - Team Lead

About IntelligenceBank

With an enviable, multi award winning product portfolio, IntelligenceBank is leading the way when it comes to innovative marketing operations solutions.

A rapidly scaling, innovative and enthusiastic organisation, we believe in surrounding ourselves with good people. We strive to deliver the best outcomes for our customers, our partners and our people and to deliver on our brand promise to “Make Work Seem Less”.

Our values underpin how we work and are at the core of everything we do.  

• Make the complex simple 

• We do what we say 

• Six star service 

• Spark innovation 

• Be great together 

• Excellence 

As we continue to grow and develop so do our people and it's as a result of internal progression that we are looking for a new Senior Implementation Manager - Team Lead to join our Customer Success team, manage and mentor our APAC Implementation team and help ensure the consistent, efficient delivery and quality of implementation activities for our clients.

This is a Melbourne based role reporting to our Chief Customer Officer. We've a hybrid working model in place with 2-3 days office attendance required. 

This is a diverse role working with clients and stakeholders across the business. There's a lot of variety in what you'll be doing with key responsibilities including but not limited to the following:

Ensure delivery excellence for implementation

• Become a product expert, learn how to ‘wrap’ IntelligenceBank functionality around customer use cases so implementations can be thoughtful and well executed solutions according to contract inclusions and client use cases

• Hands on configuration of client platforms to agreed scope and milestone deliverables, following our implementation best practice approach

• Training clients on their platform prior to handover to BAU

• Effective management of allocated projects through weekly client meetings, workshops and emails to gather requirements, complete workbooks and ensure project progress well

• Work with the New Business and Solutions Engineering team on scoping and estimation of New Business projects coming into the portfolio prior to execution to ensure delivery approach and estimation of effort is agreed

Customer Success Systems and Processes

• Continue to develop, maintain and document standardised Best Practice approaches to the implementation of the IntelligenceBank product suite to achieve quality and consistency of delivery and deliverables

• Work with the North American Implementation team to ensure implementation systems and approach is consistent and standardised on a global level

• Ensure the Implementation team is trained in a timely manner on new features, has participated in and passed any product quizzes and maintain a skills matrix. 

People Management

• Manage project allocation and reporting for APAC Implementation Team

• Directly manage day to day activities of  APAC Implementation Team and guide and support US Implementation Team. 

• Perform regular KPI reviews, quarterly syncs/goal setting and annual performance reviews of all direct reports. 

We’re looking for a highly organised people person who is comfortable leading discussions and driving solutions. To ensure your success in the role we do have a few key requirements so read on and see if any of these align with your skills and experience: 

• Experience managing technical implementation projects within a fast moving SaaS company

• Project Management skills including good Scoping and BA abilities

• Strong time management and prioritisation skills

• Strong Customer Service skills and Stakeholder management across different levels

• Ability to lead discussions - solutioning, workshops, training and/or meetings in general

• Excellent written and verbal communication skills

• You are a leader who loves to develop and mentor others

• You understand technology, learn fast and are a self starter

• Competent in MS Office and creating presentations for clients

• Problem-Solver and Adaptable

• Comfortable with ambiguity and translating to best practice solutions

• Understanding of marketing technology or marketing landscape would be useful

Next Steps: 

Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status. 

Our application process includes phone screening, face to face interviews covering behavioural and technical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks. 

So apply now and we look forward to getting to learn more about you!   

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