Manager, Implemention Services

at  LBMX

LBMX is growing again …
We are seeking a Manager, Implementation Services.
LBMX is a dynamic and growing software solutions company with an international perspective, located in London, Ontario. LBMX is the leading business marketplace provider for Buying Groups and Purchasing Co-operatives. With a flourishing customer base throughout North America, the United Kingdom and as far away as New Zealand and Australia, we are sure to offer a breadth of experience that provides the successful candidate with endless opportunities to expand their abilities.
If you are an experienced candidate looking for an exciting future and you’re someone who is passionate about life, takes ownership of their role, isn’t afraid to roll up their sleeves and thrives being part of a team then we invite you to apply.

POSITION DESCRIPTION:

As the Manager, Implementation Services, you understand client advocacy. Although you will be responsible for the successful delivery of the LBMX platform, your main role will be leading the team with a strategic and growth mindset.
LBMX is looking for a professional manager to examine our onboarding and project implementation processes and redesign them as needed. You will ensure that your team and their processes (training, onboarding etc.) are customer ready to ensure our continued manageable growth. Scalability and effective processes are key!
You will also be responsible for mentoring and coaching the Implementation team members to deliver on-time and on-budget implementation services. This will assist us in achieving our goal of high customer confidence in our solutions when they go into production.

• Be a leader in the organization around project management standards, including both client and facing internal understanding.
• Analyze and review patterns of risk and friction within the project implementation process to identify issues that can be resolved with training, communication, or better process
• Create new standard operating procedures (and related documentation) that can be used to further advance our operational understanding and autonomy.
• Drives multiple concurrent client implementations ensuring they are complete within forecasted time frames and budget.
• Responsible for the success of your team’s client implementations and ultimate client satisfaction
• Manage any high visibility, complicated, or other projects as assigned
• Act as an escalation point for critical client issues, communicate, and manage communication with clients as needed
• Works closely with your team (Implementation), Customer Support, and the Solution Engineering team to ensure a smooth hand-off from implementation to after-care support
• Build a culture of continuous improvement and high performance via feedback, coaching and staff development
• Ensure that post-project reviews are completed quickly, with clear accountabilities for action items to make the next project more successful