Functional Lead, Implementation Consultancy, NAM - New York, United States - Unily

Description

JOB PURPOSE

The Functional Lead, Implementation Consultancy, NAM is responsible for the successful coordination of the onboarding and consultancy delivery of all implementation clients in the region to the Unily platform, ensuring the Implementation Consultancy team is a success and continues to evolve to serve the changing needs of Unily's growing client base. You will be accountable for the Implementation Consultancy processes and be responsible for keeping the Head of Professional Services, NAM up-to-date with regular check-ins as all clients progress through the implementation journey.

This role will have line management responsibilities in addition to client delivery, maintaining a 30-40% billable target.

MAIN DUTIES

The key duties of the Functional Lead, Implementation Consultancy (NAM) are to be:

• Adopt and promote the company vision.
• Become familiar (and even an expert) with our clients' business needs and our proprietary software.
• Accomplish role/company objectives by managing staff; planning and evaluating team activities.
• Maintains team by interviewing, orienting, and training employees on Onboarding Consultancy processes.
• Accomplishes team results by communicating job expectations, planning, monitoring, and appraising job results.
• Meets at least bi-weekly with each employee 1-1 for this purpose.
• Manage team allocation by ensuring that each associate has a manageable workload, reviewing client usage and reallocating resources as needed.
• Monitoring and managing team headcount to functional and operational budget.
• Analysing and reviewing with Head of Professional Services, NAM as needed.
• Make staffing and change recommendations to Head of Professional Services, NAM.
• Cultivate open communication with customers, and business partners to identify opportunities to improve processes and methodologies both on the consulting team as well as providing feedback to other functional areas.
• Establish clearly defined goals, objectives, responsibilities, competencies and development plans for each member on the team based on overall Client Delivery.
• Supports team training & development.
• Share and communicate requirements to development team as well as Dev/Ops Manager.
• Develops, coordinates, documents, and enforces systems, policies, procedures, and productivity standards for onboarding consultancy.
• Ensure client experience is excellent during and post implementation. This will require some travel to client sites and reviewed by Gate Review NPS
• Maintains quality service by enforcing quality and customer service standards, analysing quality and customer service issues to make recommendations and implement process improvements.
• Provide monthly reporting to Head of Professional Services, NAM including team utilisation, capacity forecasting, sales uplift opportunities, team delivery, client delivery status (RAG), client satisfaction (RAG) during onboarding phase.
• Develop relationships across the organization and listen to the needs of internal and external customers.
• Manage relationship with senior client contacts and other leadership to provide key leadership and oversight to large client implementations as it relates to onboarding consultancy.
• Ensuring an exemplary level of customer service is provided by your team to all customers.
• Establishing and ensuring consistent delivery across regional onboarding teams by working closely with your regional counterparts.
• Maintain a 30-40% billable rate through client delivery.
• Accountable for the successful definition, agreement, and execution of client implementation working with client and Unily Implementation Management Team to lead a client's successful onboarding of the Unily platform.
• Engaging senior stakeholders at the outset of a project to define their objectives in line with their preferred onboarding model.
• Facilitating stakeholder and user workshops to prepare them for Unily
• Modelling client requirements for implementation
• Support product configuration and continuous knowledge transfer.
• Managing client expectations around timelines and deliverables.
• Gathering business and functional requirements.
• Implementing information architectures, permission models and content structures including build out of platform in-line with clients Statement of Work.
• Delivering best practice guidance on how to govern a digital workplace for lasting success.
• Learning new technology platforms and becoming a subject matter expert that can train and educate clients.
• Reporting through agreed lines on on-boarding progress.
• Maintaining an awareness of potential interdependencies with other projects and their impact and communicating this to the customer
• Demonstrating, encouraging, and leading cross region collaboration and knowledge sharing internally
• Support the Head of Professional Services, NAM with Pre-Sales and SOW reviews for contractual sign-off.

KEY REQUIREMENTS

• Experience working in a SaaS environment
• Experience in a consultancy
• Ability to manage complex projects with numerous stakeholders
• Ability to report concisely and accurately to senior management on a regular basis
• Thrives in working in a fast-paced environment
• Demonstrated ability to manage multiple resources across multiple locations who are working on complex projects and tasks simultaneously.
• Strong and proven ability to develop, coach and mentor team members
• Excellent written and verbal communication skills.
• Ability to foster and maintain strong, collaborative working relationships with internal stakeholders, resources, management, support staff, and third-party vendors.
• Ability to multi-task in a challenging, fast paced, matrix management organization. Ability to make decisions based on a broad range of issues, within and outside the control of the day to day working environment.
• Must have strong presentation skills and be comfortable presenting in front of large groups, including executives and clients.
• Ability to identify, define and execute upon opportunities for improvement and recommend alternative solutions to process inefficiencies.
• Ability to solve a variety of problems typically with very complex scope using exceptional problem solving, analytical, and project consulting skills.
• Ability to work in a small environment, wearing multiple hats if necessary
• Must be able to clearly convey complex blends of business and technical matters to a range of audiences; ability to articulate points clearly as well as concisely.
• Ability to hold direct reports accountable for their roles and deliverables.

KEY ATTRIBUTES

• Educated to degree level or equivalent work experience
• Self-managed individual that is confident and accountable for their work.
• Strong team worker that collaborates consistently well within and across different business units.
• Must be organised and able to prioritise, multi-task, work under pressure and to deadlines, with excellent attention to detail.
• Proactive, motivated, calm and shows initiative.
• Able to positively influence, motivate and lead others.
• The ability to communicate clearly and effectively with colleagues and clients.
• Minimum of five to seven years of experience in systems implementation and integration, process re-engineering or a related discipline is required.
• Consulting experience at manager level or above a plus (either at a Big 5-type, Major Software Company or boutique firm).
• Demonstrated ability to successfully manage small- and large-scale projects a plus.

JOB CONTEXT AND ANY OTHER RELEVANT INFORMATION

• This is a demanding role in a busy, rapidly changing environment.
• This job description is intended to provide guidance on the range of duties associated with the role. It may be changed to reflect or anticipate changes or to undertake additional duties as required by the Leadership Team.

Department Professional Services Locations New York Remote status Hybrid Remote