We are looking for a hands-on leader to guide our Implementation team, onboard every new customer successfully and on time, and give every existing customer fast, professional service. You will own the customer experience from the moment the contract is signed.
Responsibilities:
- Lead the team — Manage and prioritize the work of the team (two team members), allocate projects and tickets, and provide mentoring, feedback and professional development.
- Implementation and onboarding — Own end-to-end implementation projects: understand the customer's processes, define and configure the system, migrate data, deliver training, go live and support the customer afterwards. Meet timelines and the allocated hours budget.
- Support — Manage tickets according to SLA, handle escalations and identify recurring issues. Route bugs and enhancement requests to R&D in an orderly way.
- Customer relationships — Accompany key customers, manage expectations, handle sensitive situations and drive satisfaction and retention.
- Knowledge and processes — Build a uniform implementation methodology, templates and guides. Manage the knowledge base and customer training materials.
- Cross-functional collaboration — Work closely with Sales (handover of new customers), Product and R&D (field feedback) and management.
- Reporting and metrics — Track workload, utilization, handling times and customer satisfaction, and report to management.
Requirements:
- Implementation experience — Experience implementing software or enterprise systems (3+ years recommended).
- Team leadership — Experience managing a team or providing professional leadership to one.
- Customer and project management — Experience working with business customers and managing projects.
- Training ability — The ability to teach and explain a complex system to business users.
- Communication and service — Excellent interpersonal communication and a high level of service orientation.
- Languages — Good command of both Hebrew and English.
- Availability — Full-time position, with in-office presence four days a week in Bnei Brak.
- Industry knowledge — Familiarity with construction, infrastructure, project management or engineering advantage.
- Systems experience — Experience with project management, planning (Gantt) or workflow systems – advantage.
- Support background — Technical support experience and working against SLAs – advantage.
- Priority software — Familiarity with Priority software – advantage.
- Education — A relevant bachelor's degree – advantage.
How Success is Measured:
- Implementation delivery — Meeting timelines and the hours budget in implementation projects.
- Service levels — Meeting SLA and resolution times.
- Customer outcomes — Customer satisfaction (CSAT) and retention.
- Team ramp-up — Time to certify a new implementer.
- Knowledge base — Coverage and freshness of the knowledge base.