Implementation/Engagement Manager
Implementation/Engagement Manager
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Salary Not Disclosed
1 Vacancy
Job Description
FranConnect is the leading franchise and multiunit management software provider. For 20 years the FranConnect platform has served as the sales operations and marketing backbone for over 1500 brands worldwide. Nine of the Franchise Times Top 10 FastestGrowing franchise businesses rely on FranConnect to drive growth improve profitability and streamline operational performance. FranConnect customers span all sizes growth phases and industries and they grow 44% faster on average than the broader franchising market. Backed by privateequity investor Serent Capital FranConnect is headquartered in Herndon Virginia with global offices in Australia India Colombia and Canada. For more information on FranConnect visit .
Why Join Us
At FranConnect we believe that great companies are built on great cultures. Our team is passionate collaborative and driven by a shared mission: to empower franchise and multilocation businesses with the tools they need to thrive. We foster an environment where innovation transparency and continuous learning are at the core of everything we do. Employee growth and wellbeing matter to us and we take pride in cultivating a workplace where every voice is heard ideas are valued and contributions make a real impact.
Joining FranConnect means being part of a company that not only values its people but also plays a crucial role in shaping the future of franchising and multilocation businesses. If youre looking for a place where you can grow contribute meaningfully and be part of something bigger wed love to have you on our team!
Job Overview
This is a high visibility role that plays a vital part in the companys growth by driving successful customer implementations through best practice solution adoption and other professional service team goals. This position requires a handson approach playing a lead role working with Solution Consultants and other departments as needed to onboard customers in the assigned market. You will be working with seniorlevel clients and stakeholder teams to drive the endtoend process from Discovery to GoLive in a manner that drives the highest level of adoption. The Implementation/Engagement Manager plays a strategic role in advising on franchising best practice as well as ensuring projects are completed on time and within budget.
The Implementation Manager works to meet all team KPIs such as utilization timetovalue and services revenue. Outside of billable customer work this role contributes to converting customer requirements during the sales process into Statement of Works (SOWs). We will look for this role to contribute to the continuous improvement of delivery methodologies as the business continues to scale and evolve.
Primary Duties & Responsibilities
- Drive strategic communications internally and externally with a focus on solutioning within the FranConnect platform as well as on essential project management coordination.
- Kickoff and provision new customers; understand customers value drivers for investing in FranConnect; discover and assess customers business objectives and key business challenges as well as best practice considerations.
- Work with the Solution Consultants (and Product Teams where needed) to build the requirements definition and documentation and guide and create the solution design specification for FranConnects products.
- Act as a client liaison providing guidance direction and escalations for overall customer success and adoption of FranConnect within the customers environment.
- Ensure initial customer adoption and signoff to deploy customers.
- Engage in project management best practices to ensure projects are delivered on time within budget and to quality expectations. Provide weekly status reports maintain project plans and manage external and internal communications to all team members.
- Manage the project hours across the FranConnect team and set expectations for clients as needed to deliver the scope within existing SOW or change orders as needed.
- Participate in platform configurations when necessary.
- Assist the Sales team in leading client discovery sessions and crafting SOWs.
- Work crossfunctionally across Sales Support Products and Finance to champion customer success and adoption; complete deliverables; and provide excellent client communications.
- Participate in any other departmental or crossdepartmental project or assignment as needed.
- Minimal travel may be required to include client site visits to attend a conference visits to the HQ office for training or engagement events (if remote) etc. (less than 25%).
Who do we want to talk to
The ideal candidate has a consulting and/or traditional enterprise software implementations background. You thrive at building customer relationships and working crossfunctionally with internal teams to solve complex problems. Teamplayer is your middle name. You have a natural curiosity that drives continuous product learning. You are comfortable working in a constantly changing and growing environment where processes are fluid and creative and unique ideas and solutions are desired.
- 3 years of experience in consulting enterpriselevel software implementations and/or technical project management required.
- Experience with implementing multimodular software products with ARR targets of $100K.
- Exceptional verbal and written communication skills.
- Experience working and communicating with Clevel executives especially typical buyers of FranConnects solutions including CEOs CIOs and COOs.
- Bachelors degree required advanced degree a plus.
- Experience with engagement time tracking resourcing planning and utilization targets is a plus.
- Franchising experience is a plus.
Required Experience:
Manager
Employment Type
Full Time
