ERP Implementation Manager
We are looking for an ERP Implementation Manager for a technology company located in Pittsburgh, PA. The ERP Implementation Manager will play a crucial role in ensuring customer satisfaction within the global enterprise and midmarket customer segment. Responsibilities range from contract signing to solution delivery and extend to the ongoing relationship after the go-live phase. The ideal candidate will lead a team responsible for delivering and supporting comprehensive software solutions that revolve around management information systems. They will also provide consulting services and support to ensure continuous business operations for customer solutions.
This role will be responsible for driving services revenue growth, team productivity, and profitability. Additionally, the ERP Implementation Manager will be responsible for introducing new service offerings and strengthening global operations to support business expansion.
- Lead solution delivery services and support teams to achieve revenue and margin goals, ensuring team members meet productivity targets.
- Plan and align team skill sets, experience, and technical knowledge with segment plans and growth strategies.
- Ensure clients achieve project success and realize the value of the provided solutions.
- Enable business continuity for customers through effective support processes and methodologies.
- Enhance customer success practices, tools, and methodologies to ensure customer satisfaction after the go-live phase and maximize maintenance value for customers.
- Introduce new service offerings to meet customers' business needs, identifying and launching new lines of service, operational capabilities, and geographical expansions.
- Collaborate with product management, product development, and segment leaders to develop product roadmaps and release plans that meet market and customer requirements.
- Build upon successful projects to ensure client recommendations and ongoing engagement with the company.
- Partner with sales to evaluate effective solution and delivery approaches during the sales process, while also preparing Statements of Work.
- Establish relationships with key segment customers and act as an escalation point for addressing customer needs.
- Collaborate with other segment operational directors to identify and align best practices, ensuring a consistent and excellent customer experience.
- Assist general management as needed in handling customer payments based on commercial agreements, and participate in the development, modification, and execution of company policies that impact ongoing operations.
- Minimum of 8 years of experience in successfully leading service delivery teams through multi-month software system implementation and integration projects.
- Experience managing profit and loss (P&L) and global leadership.
- Demonstrated leadership in organizational transformations.
- Excellent communication and management approach with a strong commercial background.
- Bachelor's degree in Engineering or a related business field required; Master's degree preferred.
- Ability to travel up to 50%, including international travel as needed.
- Ability to work in a matrix environment with multiple key stakeholders.
- Experience leading teams in delivering complex ERP projects, as well as Project Management and PMO experience.
- PMP certification is a plus.