Manages a program that specializes in the set up, on-boarding, and implementation of a purchased cloud-based treasury management software suite and leads a team of Implementation Support Specialists.
This position will assign clients and conduct check-ins to ensure client expectations are being met. Also, this individual will serve as a program manager that will administer policies and procedures governing the set-up of accounts, the management of client data, the configuration of features, the establishment of an implementation and training process, and will develop and maintain system and implementation process documentation.
Essential Functions and Duties:
*Guides clients in the implementation, configuration, and onboarding of integrated banks and clients into a cloud-based treasury management system software suite.
*Serves as an escalation point for Implementation Support Specialists regarding client concerns and issues and works to provide a resolution. When necessary presents complex issues to the product management and executive management team.
*Interacts directly with clients and partner banks and works to build and maintain positive relationships.
*Establishes user accounts and provides log-in credentials, receives, uploads, and validates client data, configures features, and provides targeted end- user training.
*Provides product and technical support to customers, answering questions on function and usage of product via internet and /or telephone.
*Creates and provides system or implementation process documentation that will lead to the creation of client-facing user guides for new clients.
*Suggests feature or functionality changes or enhancements to product management based on client feedback.
*Utilizes technical and project management skills to ensure the systems are configured appropriately and on time.
*Efficiently triages and resolves customer issues.
*Provides timely follow-up and status updates to clients.
*Communicates accurately, clearly, and effectively in writing, in person, and on the phone.
*Proactively makes suggestions to management to help reduce or eliminate recurring issues.
Success in this role requires a strong attention to detail and system navigation coupled with the ability to take ownership of a task and see it through to completion and provide leadership and guidance for the Implementation Support Team. The successful candidate will have prior experience dealing with hands-on system issues within a client-facing role along with implementation, project management, and leadership or management experience.
*Bachelor's Degree or equivalent experience.
*Experience with software troubleshooting via logical process and established methodologies.
*Experience with driving projects and initiatives towards completion.
*History working with Salesforce, or similar ticketing system preferred.
*Knowledge of bank treasury operations preferred.
*Excellent written and verbal communication skills.
*Ability to work in a fast-paced and high-volume environment with critical deadlines.
*Ability to build and develop effective programs, processes, and procedures.
*Ability to lead a team and influence teamwork and collaboration internally and externally with clients to ensure work is completed with successful implementation experiences and to ensure team objectives are being met.
*Demonstrated skill in use of Microsoft Word, Excel, MS Project and PowerPoint to review and create required documentation, analysis, and presentations as needed.
CINC is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.