Implementation Lead

Implementation Lead

POSITION OVERVIEW

The Implementation Lead position is primarily responsible for ensuring the successful implementation of Industrial Scientifics iNet program at our customers locations. This newly created role owns the creation of standard implementation processes and is accountable for the customer onboarding services expansion and redeployment experiences from planning to execution and through the verification stage of the implementation process. The ideal candidate will exceed customer expectations through effective project management and thoughtful collaboration both internally and externally. An individual in this role is expected to be highly professional in all customer interactions capable of working autonomously proficient at managing numerous concurrent multiple stakeholder projects and adept at solving complex problems. This role will work closely with our crossfunctional regionbased POD teams to deliver the highest quality best customer experience every transaction every time.

RESPONSIBILITIES AND DELIVERABLES

• Coordination: Act as a primary point of contact for iNet customers during the implementation processes (onboarding service expansion and redeployment); addressing any issues/concerns promptly and managing the deliverables of multiple stakeholders.

• Planning & Delivering: Develop and ensure execution of a customizable customer implementation checklist that incorporates the goals of our customers to ensure a complete and seamless implementation experience for our customers.

• Transition Management: Own the customer transition from the sales phase to the implementation phase and additionally from the implementation phase to the ongoing support phase of the customer journey; utilizing personal handoffs to make certain our customers receive the highest quality best customer experience.

• Customer Onboarding: Lead the onboarding process for new iNet customers including information gathering kickoff necessary recurring touchpoints and confirmation of successful implementations.

• Collaboration: Work crossfunctionally with teams including Sales Customer Success Field Services Fulfillment and Product Management to identify potential risk during the implementation process and develop mitigation strategies as well as identifying and solutioning for general continuous improvement opportunities.

• Verification: Confirm complete customer satisfaction by validating appropriate follow up measures are completed including the closure of open actions post implementation surveys final meetings etc.

• Technical Knowledge: Review & Triage Customer Defect & Tracking Tickets to enhance communication and resolution of customer identified issues.

ORGANIZATIONAL ALIGNMENT

This role reports to the Field Services Manager North America.

This role does not have any direct reports.

QUALIFICATIONS

SKILLS & WORK TRAITS

• Customerfocused mindset with a commitment to providing exceptional service and support.

• Superior teamwork skills including crossfunctional aptitude.

• Exceptional organizational skills and attention to detail with the ability to manage multiple projects simultaneously.

• Ability to effectively engage in high level selfdirected time management and prioritization of workload with complete ownership of the customer experience.

• Excellent analytical and problemsolving skills combined with the ability to provide timely resolution to complex problems.

• Outstanding written and verbal communication skills with capability to tailor communication style to differing audiences and to effectively convey technical concepts to nontechnical stakeholders.

• Aptitude for communicating with technical knowledge experts and ability to serve as a moderator between technical and nontechnical parties.

• Enthusiasm for continuous improvement.

REQUIRED

• Demonstrable success in thinking strategically executing tactically and providing consistent high levels of customer satisfaction.

• Understanding of gas detection and SAFER applications and general knowledge of the industries that Industrial Scientifics customers operate within.

• Confirmable experience managing multiple stakeholder projects.

• Willingness for potential travel of up to once per quarter

• 5 years of Customer Success experience and project work experience.

PREFERRED

• Project management experience.

• Implementation management experience.

• Demonstratable success in identifying new business/upsell opportunities.

• Advanced knowledge of gas detection and SAFER applications and the industries that Industrial Scientifics customers operate within.

• Thorough understanding of all Industrial Scientific products and service offerings.

• Experience with iNet Salesforce and Jira.

TECHNICAL COMPETENCIES

• Experience with Salesforce Oracle and/or other CRM/ERP platforms.

• Proficiency with technology including computers MS Office programs HyperTerminal and the ability to learn proprietary software.

• Experience with project management software is preferred.

EDUCATION

Bachelors Degree or equivalent work experience.

COMPANY OVERVIEW

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