Senior Implementation Manager
UL - Franklin, TN

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UL, LLC is in search of a customer focused Senior Software Implementation Manager . Reporting to the Director of Client Services, the Senior Implementation Manager works within the client services team on specific software implementation projects in partnership with clients, advising them how to use information technology in order to meet their business objectives or overcome problems. The Senior Implementation Manager serves as a project manager and implementer for the client according to the agreed on project plan, at the defined spend or revenue target, and in a manner that results in a satisfied and referenceable client. These projects can involve new customers or existing customers expanding their current relationship.

Primary Responsibilities Include:
  • Meet with clients to determine the requirements of the implementation
  • Manage engagements through project management best practices against a defined project plan
  • Schedule, track and communicate client implementation milestones and training both written and orally
  • Clearly communicate and set client expectations
  • Train client end users and administrators on software features, functionality, work flow, best practices and optimization as needed
  • Develop project working papers and document all client interactions
  • Enter client events into PSA software for project tracking, billing, and job cost calculations
  • Troubleshoot and resolve complex client issues
  • Follow up with clients in a timely manner
  • Resolve all escalated issues in a timely manner
  • Escalate issues within an implementation to director as necessary
  • Analyze the client's work process to determine the proper setup options for each module and configuring or customizing as needed
  • Provide advice regarding the importation of demographic data
  • Provide guidance to the client regarding the population of all appropriate look-up tables
  • Provide customized training on various modules of OHM as determined by the client
  • Create customized training materials
Required Experience/Qualifications:
  • Healthcare or occupational healthcare experience
  • Minimum of 3 years of experience in a technical support role/environment preferred
  • Minimum of 2 years of software implementation experience/prior consulting experience a plus
  • Available to travel within the US up to 50% of the time
  • Experience with enterprise software systems/previous experience with OHM a plus
  • Experience with windows/Client Server/SQL/Oracle platforms
  • Excellent customer-service skills
  • Experience in project management/PMI certification a plus
  • Excellent written and oral communication skills
  • Independent self-starter with a "can do" attitude
  • Must be comfortable and competent in a public speaking / training role
  • Must have a clean driving record and criminal history
  • Must have excellent consultative and communication skills
  • Be Proactive - think, plan and act ahead - anticipate problems and eliminate them before the arise
  • Minimum BS, preferably in an IT related field

UL - 2 years ago - save job
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About UL Underwriters Laboratories Inc. (UL) is an independent, not-for-profit product safety certification organization that has been...