Implementation Manager, Senior Implementation Engineer
CurrentImplementation Manager: • Manage the day-to-day operations of the Implementation Services team which provisions and configures services for new and existing customers• Lead and motivate the team through coaching, career planning and setting individual objectives• Coordinate customer escalations and promote exceptional customer experience (CX)• Develop, implement and maintain process runbooks and associated documentation that result in consistently high quality service provisioning with the highest level of customer satisfaction• Proactively collaborate with the Client Services leadership team and departments across the organization• Maintain self and team knowledge of and proficiency with all products, technologies and servicesSenior Implementation Engineer:O365, Exchange, Azure, Active Directory, Windows Server, SQL, SSO, LDIF, Google G-Suite, SMTP, DNS. TCP/IP, Powershell, Splunk, RDP. Salesforce, Confluence.• Troubleshoot and implement complex data migrations• Setup, configure, and provide documentation for hosted services• Provide configuration support for hosted services• Pre-sales and sales technical questions, integration, services provided• Collaborate with internal departments• Manage large projects with minimal supervision• Provide case-quality peer-reviews• Customer-facing meetings, screen-sharing, collaboration• Provide customer service that makes both internal and external customers feelwelcome, important, and appreciated
