System implementation and training: Pre-implementation project management, planning, scheduling and client preparation
On-site implementation of live system, and train staff to comfortable level by conclusion of visit
Develop post-implementation plan, obtain necessary client sign-offs and thoroughly document all implementation/training details
Respond to client service requests in a timely manner and resolve issues to client satisfaction
Recommend and perform upgrades on systems to ensure longevity.
Diagnose and resolve hardware, software, and user error problems, both on the phone and on site as required
“Own the call”, actively participate in problem resolution from beginning to end, even after escalation
Follow up with customers to ensure issue has been resolved
Stays current on job related equipment, procedures and information via attendance at meetings and seminars and reading technology related publications
Participate in the after-hours ‘On Call’ rotation
Assist in training internal Customer Support and Sales personnel and participate in sales presentations as needed to assist Sales Team
Ability to be an level three escalation path for the support department as needed

Bachelor's Degree or equivalent combination of education and work experience.
Minimum of 5 years experience in Simphony or Micros point of sale implementation and/or support.
Certified Payment Professional (CPP) or able to attain in 12 months.
Ability to understand each merchant's unique needs, develop a plan of action and coordinate team efforts to provide the solution.
Ability to provide world-class customer service, communicate well and a keen attention to detail.

Senior Implementation Manager

Key skills