Implementation and Support Manager M/F

Client Engagement Satisfaction Monitor and improve Net Promoter Score (NPS) across implementation and support phases Analyze NPS feedback to identify key drivers of customer satisfaction and dissatisfaction and long-term loyalty Implement action plans to improve client experience based on NPS insights Implementation Project Management Lead end-to-end implementation projects for new and existing clients Define and document functional and business requirements in collaboration with clients Manage project timelines, milestones, and deliverables using project management tools Coordinate cross-functional teams (integration, development, infrastructure, third parties) Ensure quality assurance, testing, and validation before client delivery Track and resolve implementation issues and risks proactively Maintain accountability for successful project execution and customer satisfaction Identify opportunities to automate implementation tasks (e.g., configuration, data setup, testing processes) to accelerate delivery Client Engagement Relationship Management Act as the primary point of contact during implementation phases Lead client workshops and requirement-gathering sessions Provide expert advice on system capabilities and business solutions Ensure high client satisfaction and long-term relationship building Communicate clearly on progress, risks, and solution impacts Transition to Support (Run Phase) Ensure smooth handover from implementation to ongoing operations Collaborate closely with support teams to maintain continuity Validate readiness of systems, processes, and documentation before transition Ensure automation components (monitoring, alerts, workflows) are in place before go-live L1 Support Team Management Lead and manage the Level 1 Support team to ensure SLA compliance Monitor key performance metrics including: First Contact Resolution (FCR) Response and resolution times Ticket volumes and trends Oversee ticket escalation processes Ensure platform monitoring and incident handling Promote automation of repetitive support tasks (e.g., ticket categorization, routing, response templates, self-service solutions) Automation Continuous Improvement Promote a culture of continuous improvement, analyses recurring issues and ensures permanent fixes Drive automation initiatives using RPA, workflows, and AI where applicable Identify repetitive, manual, or error-prone processes and implement automation solutions Develop self-service capabilities and knowledge base improvements to reduce support load Collaborate with technical teams to embed enhance functionalities into product architecture Governance, Compliance Performance Ensure adherence to data protection and security policies Monitor financial and operational KPIs Manage resource allocation effectively (people, tools, budgets)