Software as a Service Implementation Manager

EBSCO Information Services
United States, Massachusetts
August 10, 2022
Software as a Service Implementation Manager Date: Aug 9, 2022 Location: Remote, MA, US, Remote Onsite or Remote: Remote Company Name: EBSCO Information Services EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world. Mission The Software as a Service Implementation Manager is responsible for understanding the technical aspects of the full suite of evolving EBSCO SaaS product offerings and how those offerings fit into the customer and business services. Executing on those implementation services will involve managing and supporting a group of Project Managers who are responsible for providing project management and support for customers, in addition to being an internal technical and product advocate. The Software as a Service Implementation Manager will need to have the ability to work with multiple Product, Sales and technical teams in order to ensure the best services are provided to meet business goals. They will mentor and guide their team to provide the highest levels of quality assurance, customer support, and satisfaction during the implementation process. They will partner and work closely with the SaaS Implementation Managers from other regions, the SaaS Operations Manager, global customer support and any other 3rd party teams, to ensure processes are streamlined, obstacles are removed, and the team is operating at optimal levels. EBSCO's SaaS products/services include but are not limited to: EBSCO Discovery Service (EDS) EBSCO Discovery Service (EDS) Catalog & IR Full Text Finder (FTF) Holdings Link Management (HLM) OpenAthens Single Sign-On Stacks Faculty Select FOLIO FOLIO integration points with existing SaaS products FOLIO API integration with third party systems, including Prof Svcs opportunities. Primary Responsibilities Develop project governance across the full suite of SaaS products, identifying dependencies, etc. Partner with Sales and the Sales Operations Group to understand pipeline, set priorities, expectations, and provide support for questions and escalations. Prioritize, troubleshoot, and define actions plans to successfully resolve escalated issues. Participate in the launch of new SaaS products and/or releases and maintain general knowledge of product roadmaps to educate the team to advise customers Develop appropriate hiring, orientation, and on-boarding plans, including the creation and maintenance of an IPM new hire training curriculum, to provide adequate training & onboarding. Coordinate ongoing training within the team and identify future training needs. Advocate on behalf of the team and customers regarding issues, enhancements, and defects. Coordinate the creation and maintenance of team documentation, workflow, support processes, including creating internal and external FAQs as needed. Proactively identify, prioritize and solve challenging operational challenges through engagement with Services teams, thoughtful data analysis, and expert project management skills Monitor weekly dashboards and reports to take appropriate action as needed. Track individual performance and provide feedback as necessary. Guide the team in developing and attaining bi-annual objectives. Perform yearly performance appraisals for assigned IPMs. Understand the technical environment, products serviced, and systems used at EBSCO Industries, and by our customers. Additional responsibilities include coordinating with the FOLIO Implementation Consultant, Software Service, and Global Customer Satisfaction management to implement and utilize consistent and effective processes across all teams supporting SaaS customers. Role-Based Competencies Time management skills Active Listening Clear & articulate communication Fosters continuous improvement & innovation Ability to provide constructive feedback Ability to motivate others Conflict Resolution Acts decisively Technologically minded Resourceful & creative problem solving skills Uses persuasion and customer advocacy to produce optimal results Able to effectively communicate and present technical concepts to both technical and non-technical professionals. Committed to working with team members in other countries and time zones around the globe. Comfortable building long-distance relationships (via phone, email, Skype, etc.) Adjusts quickly to shifting priorities and conditions. Copes effectively with complexity and change, while maintaining focus on priorities. Required Qualifications Bachelor's Degree 2-3 years' experience in supporting customers using web-based services. 3-5 years' experience managing project managers in a team environment 1-3 years' experience working directly with inside and outside sales teams Proven ability to articulately speak in front of large groups Preferred Qualifications * Must be organized and detail-orientated. * Able to handle multiple projects at the same time. * Able to effectively communicate both with external and internal customers. * Positive attitude, team player able to work well with managers and other departments. * Knowledge of EBSCO SaaS products, Rally, MS Office. * Able to thrive in a high stress, fast-paced environment. * Proven project management skills as well as initiative to identify new, more-efficient ways of working. * Experience working with international customers and co-workers across continents and cultures We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Job Segment: Service Manager, Outside Sales, Developer, Implementation Manager, Project Manager, Customer Service, Sales, Technology