About the business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our government vertical, our solutions assist government agencies and law enforcement to drive insights from complex data sets, improving operation efficiency, increasing program integrity, discovering, and recovering revenue, and making timely and informed decisions to enhance investigations.

About the Team:

Our VitalChek team is dedicated to partnering with government agencies to address and solve complex risk problems. At LexisNexis Risk Solutions, we pride ourselves in providing solutions that directly impact our customers' ability to mitigate and manage risk.

About the Role:

As the Manager of Customer Implementation, you will be responsible for leading a team to successfully implement our software solutions for customers for both the VitalChek and Payment Solution teams. You will play a pivotal role in ensuring customer satisfaction, driving project success, and fostering strong relationships with clients throughout the implementation process. Having leadership of projects with multiple customers, you and your team will ensure that LexisNexis internal resources understand and are focused on the objectives of the project; anticipating roadblocks and working to remove them; working across teams to find solutions to customer issues; managing conflicting priorities with customers and developing implementation project plans.

***This position is remote however must be able to work East Coast hours***

Responsibilities:

Leadership and Team Management:

Lead a team of implementation consultants, providing guidance, support, and mentorship

Assign tasks, set goals, and monitor progress to ensure timely and successful project delivery

Foster a positive and collaborative work environment, promoting teamwork, knowledge sharing, and continuous improvement.

Conduct performance reviews and provide constructive feedback to team members

Diagnosing and resolving problems using internal resources and tools, business judgment, and experience

Oversee escalation processes for unresolved customer problems.

Leading the establishment of customized onboarding plans and documentation to support your team and customers

Customer Relationship Management:

Collaborate closely with customers to understand their business requirements and implementation goals

-Build and maintain strong relationships with customers, acting as the primary point of contact for implementation-related matters

Ensure a deep understanding of customer needs, objectives, and expectations throughout the implementation process

Proactively address customer concerns, issues, and escalations, ensuring customer satisfaction

Process and Methodology

Drive the adoption and implementation of Agile methodologies within the implementation team.

Ensure that Agile best practices, such as user story development, backlog management, and sprint planning, are followed

Continuously improve and refine the Agile processes within the team, in collaboration with other stakeholders

Project Planning and Execution:

Develop and execute comprehensive project plans, defining scope, goals, timelines, and resource requirements

Coordinate and oversee all aspects of customer implementations, ensuring adherence to project milestones and deliverables

Monitor project progress, identify risks, and implement mitigation strategies to ensure successful project outcomes

Communicate project status, updates, and risks to internal stakeholders and clients, managing expectations effectively

Cross-Functional Collaboration:

Collaborate closely with internal teams including Sales, Product Management, Development, and Support to ensure seamless project delivery

Establish processes that ensure close coordination with the Product Management team for proper routing of requests that should implemented as base product features

Provide input and feedback to Product Management based on customer implementation experiences, contributing to product improvements

Coordinate with development teams to communicate customer-specific requirements and provide guidance on solution design

Quality Assurance and Process Improvement:

Establish and maintain quality assurance processes and best practices for customer implementations

Monitor and evaluate implementation metrics and performance indicators to drive continuous improvement

Identify opportunities to streamline implementation processes, increase efficiency, and enhance customer satisfaction

Other:

Ad hoc projects, assignments, and perform any other duties as assigned by management

Requirements:

This position can be home-based but must be able to work east coast hours.

Bachelor's degree in a relevant field such as Business, Computer Science, or a related discipline (or equivalent experience).

Proven experience in managing customer implementations or similar roles within the software industry.

Strong understanding of software implementation methodologies, such as Agile.

Strong leadership and team management skills, with a track record of successfully leading and motivating cross-functional teams.

Excellent customer relationship management skills, with the ability to build and maintain strong partnerships with customers.

Strong project management skills, with the ability to manage multiple complex implementations simultaneously.

In-depth knowledge of software implementation methodologies and best practices.

Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.

Analytical thinking and problem-solving skills, with a focus on driving results and ensuring customer success.

Experience working in either information technology or business (implementation, product management and quality assurance).

Some travel may be required based on business need

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits

● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits

● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. 

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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