Customer Implementation Manager (f/m/d)

Management of End-to-End Customer Implementations:

• Manage and execute global implementation projects for our top accounts from scope to delivery, coordinating stakeholders and timelines.
• Lead the customer onboarding process, collaborating with customers and internal teams to ensure smooth integration into operational processes.
• Create and maintain essential documentation including project plans, Standard Operating Procedures (SOPs), Internal Operating Procedures (IOPs), process flowcharts, and performance reports.
• Conduct training and rollout of procedures to internal as well as external stakeholders.

Customer Requirement Analysis and Service Alignment:

• Collaborate with customers and internal teams (e.g., Key Account Managers, Tender Management, Product) to gather and assess requirements.
• Perform feasibility checks and translate customer needs into operational processes with Operational Excellence and OKAMs.
• Ensure effective use of solutions such as integration tools, tracking, and performance dashboards.
• 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.
• 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:

• Define customer reporting needs and work with the BI team to deliver dashboards and data tools.
• Develop hybrid reporting in Excel if needed and train OKAMs on reporting frameworks.

Process Improvement and Standardization

• Proactively identify and recommend enhancements to streamline customer implementation processes, contributing to standardization efforts and continuous process optimization initiatives.
• Actively contribute to the ongoing development, documentation, and enhancement of the global implementation framework and standardization initiatives.

Risk Management and Issue Resolution

• Proactively identify and mitigate risks throughout the onboarding process.
• Lead resolution of implementation issues in collaboration with internal and external stakeholders.
• Capture and apply lessons learned to improve future implementations.