Management of End-to-End Customer Implementations:
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Manage and execute global implementation projects for our top accounts from scope to delivery, coordinating stakeholders and timelines.
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Lead the customer onboarding process, collaborating with customers and internal teams to ensure smooth integration into operational processes.
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Create and maintain essential documentation including project plans, Standard Operating Procedures (SOPs), Internal Operating Procedures (IOPs), process flowcharts, and performance reports.
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Conduct training and rollout of procedures to internal as well as external stakeholders.
Customer Requirement Analysis and Service Alignment:
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Collaborate with customers and internal teams (e.g., Key Account Managers, Tender Management, Product) to gather and assess requirements.
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Perform feasibility checks and translate customer needs into operational processes with Operational Excellence and OKAMs.
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Ensure effective use of solutions such as integration tools, tracking, and performance dashboards.
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Stay current on product features and share updates with sales and account teams.
Stakeholder Engagement and Communication:
- Act as the first point of contact for customers and internal stakeholders during the onboarding process.
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Facilitate the onboarding of OKAMs during the implementation process and maintain close alignment to ensure a smooth transition and sustainable embedding of the customer into the organization post-implementation.
Reporting and Data Analytics:
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Define customer reporting needs and work with the BI team to deliver dashboards and data tools.
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Develop hybrid reporting in Excel if needed and train OKAMs on reporting frameworks.
Process Improvement and Standardization
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Proactively identify and recommend enhancements to streamline customer implementation processes, contributing to standardization efforts and continuous process optimization initiatives.
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Actively contribute to the ongoing development, documentation, and enhancement of the global implementation framework and standardization initiatives.
Risk Management and Issue Resolution
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Proactively identify and mitigate risks throughout the onboarding process.
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Lead resolution of implementation issues in collaboration with internal and external stakeholders.
Capture and- lessons learned to improve future implementations.
