As an Implementation Manager at Lucas Systems, Inc., you are responsible for consulting with the customer on readiness for change and leading customer training and project installations to ensure the successful implementation, adoption, and utilization of complex, customized software implementations in the customer’s environment.
Working with the Lucas team of experts and directly for a diverse customer base, including Fortune 50 accounts, you are keenly focused on customer preparedness, change management, training, and end-user proficiency.
Develop and maintain a change management and training methodology to assess and equip the customer and the Lucas team with approaches and tools to ensure customer is fully prepared and organizationally ready for system implementation.
Work with the project manager to develop a customer communication, implementation and training program based on best practices for service delivery excellence.
Serve as the primary point of contact for customer and Lucas team communications regarding the UAT and Go-Live implementation and training process.
Proactively communicate the strategy and plan needed for timely delivery with the customer, ensuring that all tasks to be executed by the customer are completed timely in advance of implementation and customer personnel are prepared for the implementation.
Ensure system and training documentation on projected use of the solution is aligned with actual use, including maintaining such documents for maximum effectiveness.
Maintain regular communication with the customer and project teams, ensuring they are in lockstep throughout the implementation phase.
Provide training and end-user support; monitor customer use and satisfaction, escalate issues for resolution to the project team during the implementation and post-implementation phases until transition to software services team.
Communicate to the Lucas team opportunities for add-on sales.
Identify potential problems and take actions to minimize risks.
Report on progress and escalate issues to the project manager.
Work with the project manager to manage customer expectations, scope changes and risks.
Frequent travel to customer sites.
The ideal candidate will possess the following:
High degree of personal accountability and responsibility
Self-starter, able to work in a fast-paced, dynamic environment
Experience in, or desire to learn and evaluate, change management methods, tools and best practices
Experience producing and leading implementation and training programs
Focus on quality and timeliness of deliverables
Excellent communication, presentation, and customer management skills
Ability to maintain a high level of composure under pressure
Capable of communicating features and functionality of software and hardware with non-technical users
Focus on customer experience
Team player attitude with strong attention to detail and a high level of organization
Travel ~50% to interact with customers and implement solutions
Ability to manage simultaneous projects and prioritize schedule of self and team
Good rapport with co-workers and customers
Great attitude and the ability to pass it along to others!
BS degree, preferably in technical discipline
3+ years of technical implementation and training and/or project management experience, preferably in computer/software development industry or logistics management
Experience in an external customer focused project environment
Background in Distribution, Logistics and/or Manufacturing is a plus
Lucas Systems, Inc. is the fastest-growing provider of mobile work execution solutions that enable retailers, wholesale distributors, and manufacturers to improve warehouse operations. Our software products provide a rapid return on investment for our customers by helping workers do their jobs more efficiently and accurately using real-time speech recognition software and other data capture techno...logy running on mobile devices. Lucas software is used by Fortune 50 companies, large private distributors, and other industry leaders.
Founded in 1998, Lucas is a growing and consistently profitable organization with an expanding global presence. We offer a dynamic, collaborative, innovative and entrepreneurial work environment that continues to create opportunities for both personal and professional growth for high-performing individuals in both the US and UK.
The Lucas Systems culture has been as carefully managed as our growth and our products. We believe in what we do, as much as we believe in each other. We believe in rewarding great thinking and initiative. We attract high-quality people who like to work hard, and they stay with us for many years.
Our generous benefit package includes: Medical, Dental, Vision, and Life Insurance; 401(k) with Employer Match; Ten Paid Holidays; Free Parking; Flexible Work Hours; Casual Work Attire; Foosball, Ping Pong, Chess and More; Catered Lunches; and Cash Bonus for Employee-Referred Hire