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Manager, Implementation Services

Multiview Financial Software

Multiview Financial Software

Administration
Ottawa, ON, Canada
Posted on Monday, June 17, 2024

Reporting to the Vice President-Client Success, the Manager, Implementation Services, will be responsible for coaching, managing, and leading the Implementation team members in their efforts to deliver on time and on-budget implementation services, with the added goal of clients reporting high confidence levels at go live.

The responsibility will include, but not limited to:

  • Providing guidance and mentorship to implementation team members around delivering effective onboarding solutions, project management best practices, and client accountability.
  • Being a steward of our client onboarding experience, helping to promote and guide refinement of our services and processes for continuous growth.
  • Expressing a strong commitment to contributing and promoting Multiview’s team culture and organizational values.

WHAT WE ARE LOOKING FOR:

At Multiview, we are client obsessed. Being tech-savvy with great communication and problem-solving skills are really important, but equally so are having a passion for driving client success and the desire to be a contributing member of our culture, where the genuine care of people is our compass.

The successful candidate will be a highly motivated team player, who effectively engages with our clients and has extensive prior work experience leading a successful implementation services team. The Manager, Implementation Services will be viewed as a subject matter expert who can advise and recommend new strategies and best practices as it pertains to implementation service inquiries and overall support our clients.

If this sounds like you, read on!

WHAT YOU WILL DO:

  • Be a motivational and supportive leader to our team of high-performing Professional Services team members
  • Provide guidance and mentorship to Professional Services team members delivering effective onboarding solutions, project management best practices, and client accountability
  • Manage the staff’s day-to-day activities to meet our client’s expectations and to ensure organizational goal alignment within the department
  • Effectively manage team resources against client demand needs including the delegation of tasks to functions leads
  • Build, refine, and maintain scalable processes to augment implementation scores and drive client confidence throughout the onboarding experience and post-go live, creating a referenceable onboarding experience
  • Advocate for our clients through their onboarding on their journey to End Month End™
  • Identify implementation processes and program gaps to define and recommend improved strategies for high client onboarding adoption and early time to value
  • Provide cross-functional input to enhance the product, process, and overall client experience
  • Collaborate on implementation initiatives with functional leads by setting clear goals and expectations, while also providing direct feedback as needed
  • Effectively manage implementation schedules and project progressions, in addition to submitting accurate productivity reports
  • Report on Key Performance Indicators (Satisfaction, Productivity and Accountability)
  • Confidently define, execute, and own response plans to escalated client onboarding issues with the appropriate involvement of executive sponsors
  • Develop and maintain strong relationships with internal and external stakeholder groups via open and effective communication channels to build trust and rapport
  • Foster a collaborative work environment in alignment with Multiview values
  • Maintain foundational product knowledge and become the subject matter expert to lead their function
  • Demonstrate Multiview’s core values, building and advancing the reputation of the company and its clients

Key Relationships:

  • Vice President-Client Success
  • Implementation team
  • Multiview clients

Work Environment:

  • Work independently with minimal supervision
  • Extensive collaboration with team members and other departments
  • Remote work option

COMPETENCIES PORTFOLIO:

  • Customer Service - This role influences 100% of clients who purchase Multiview Financial Software. Understanding how to derive expected outcomes and offer best practice recommendations to achieve those outcomes with Multiview is vital to this role
  • Leadership – Effectively coach, provide formal feedback, and guidance, and work with various team members both internally and externally via strong communication skills. Develop and maintain a superior team of individuals who are driven by the genuine care of people
  • Teamwork – Collaborate with cross-functional teams to effectively address the needs of each team while always maintaining the client’s outcomes as the driver
  • Problem-solving – Proactive in anticipating and resolving problems. Strong analytical and problem-solving skills
  • Organization – Ability to handle multiple activities simultaneously, effectively prioritize initiatives to meet deadlines and commitments, and achieve operational excellence
  • Initiative – Seek, own and complete tasks using own initiative; work independently with little supervision; have a strong bias to action

KNOWLEDGE, EXPERIENCE, AND SKILLS REQUIREMENTS:

  • University degree or college diploma in Accounting, Business, or relevant experience
  • Managerial Level: 5-10 years of experience in Implementation Services or people management experience
  • Ability to coach, manage, and motivate direct reports and maximize the available tools in a remote/hybrid work environment
  • Prior experience with employee performance management and coaching
  • Proven track record of building and advancing clients, programs, and teams (mid to large)
  • Experience using data and metrics to drive improvements
  • Effective communication skills, both written and verbal, with the ability to listen, understand, educate, and influence
  • Excellent problem solving, analytical skills and practices sound judgment when making decisions
  • Experience demonstrating Multiview’s core values, building, and advancing the reputation of the company and its clients

WHAT WE WOULD LOVE TO SEE:

  • Prior experience working in a SaaS environment is considered an asset
  • Knowledge of accounting and financial management is considered an asset
  • 1+ years of Multiview Financial product or Enterprise software experience is considered an asset

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we are looking for, consider Applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.

ABOUT US:

Multiview builds powerful, easy-to-use financial applications for clients across North America. As a leader in the ERP/Financial Software industry, we partner with sophisticated clients across multiple industries to End Month End™

We are extremely proud of the company we have built. Bringing together professionals with diverse backgrounds, talents, and expertise is vital to making our company stronger. Our people-first culture is our biggest advantage, and we are excited to share that commitment with you!

WHY JOIN MULTIVIEW?

At Multiview, you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a company culture built to support and develop our people to be the very best they can be, Multiview Corp is THE Software Company for you to learn, grow, create, connect, and lead. We do this by taking care of our Employees first.

We strongly believe that a great job should keep you happy both at work and in life and we encourage that by offering:

  • Competitive Compensation with benefits from day one
  • 4 weeks’ vacation to start, additional paid time off to supplement work-life balance, wellness, and mental health days
  • Company paid competitive Benefits including Extended Health, Dental, Vision and more
  • Workplace Flexibility (Choice to work remotely in Canada or from our HQ office in Ottawa, ON)
  • Onsite parking at the Ottawa Office
  • Health and Wellness Perks
  • Continuous growth opportunities, professional development training support, and leadership development

APPLICATION INSTRUCTIONS:

Please submit your resume describing why you are a unique fit for this position by applying to this posting. Successful candidates will be required to undergo background check verification with an external vendor.

We thank all applicants for expressing their interest in Multiview; however only those candidates selected for an interview will be contacted.

Multiview is committed to providing an inclusive and accessible candidate experience. If you require accommodation during the recruitment and selection process, please let Human Resources know. We will work with you to meet your needs.

ACCESSIBILITY & DIVERSITY:

Multiview promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we are building a more effective organization that empowers our employees to be the best that they can be. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.

Multiview is an Equal Opportunity Employer, and we are committed to creating a barrier-free working environment for all. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Human Rights Code, Multiview will provide accommodation throughout the recruitment, selection and/or assessment process for applicants with disabilities, upon request.