Implementation Engineering Manager

Role Overview

• Provide leadership to a team of implementation engineers
• Provide a learning and upskill plan for the team assuring they are always up to date on new products and features
• Be the primary contact to ensure that client onboarding issues are tracked and managed through documented processes, reviews, prioritization, and communication across both EPS and our clients
• Provide customer service to answer technical questions about how the product-service platform works, and to help resolve customer usage difficulties
• Work with clients and our teams during and after product integration. It may require analyzing configurations and other documents for clues, and writing scripts. Additionally, it requires training customers how to use the product, running reports, and completing file transfers
• Provide status updates on assigned program responsibilities to both product, sales, engineers, and operations teams
• Manage both short and long-term goals for this team
• Create and enforce policies, standards and supporting documentation for the Implementation Engineering function
• Create/Enhance documentation for: standardized workflows, standard operating procedures, end-to-end testing, and checklists for implementation engineers
• Lead Implementation Engineering projects from requirements, to design, to implementation, and to operations
• Be an important participant for the upgrade/migration strategy to move all clients off of the classic platform to the new Connected Platform
• Lead and navigate service requests on our custom front-end and back-end systems, and our linked third-party partner services
• Manage client requests for the legacy platform until we migrate all clients to the new Connected platform
• Resolve complex problems that have possible effects beyond your functional team

Requirements

• Bachelor's Degree in Computer Science or related field (or equivalent experience)
• 8+ years of prior successful experience managing a technical implementation team or similar
• Understanding and experience with Service Delivery Life Cycle (SDLC) and Agile methodologies
• Understanding of client-facing application technologies; API/SOA integrations; Mulesoft, AWS API Gateway, Hosted Web Environments; React/PHP
• ADA Compliance tools such as DeQue Axe, Email platforms such as Salesforce Marketing Cloud, CRM applications such as Salesforce Service Cloud, emulator tools such as Insomnia, and document management solutions such as ReadMe
• Proficient in change management processes (ITIL)
• Familiar working in operational tools such as Confluence and Jira
• Can demonstrate experience improving client satisfaction

Tech Stack

• AWS
• Cloud
• PHP
• React
• SDLC

Benefits

• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible schedule, ability to work remotely, hybrid, or in-office
• Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays