Implementation Specialist II at Lands End Inc in Dodgeville, Wisconsin

Job Description:

As an Implementation Specialist II on the Client Implementation team, you support the seamless onboarding of new clients & launch of customer programs, including but not limited to: providing guidance and support in the design of custom websites, determining which products customer will carry, developing creative materials from templates, understanding customer business requirements and how they relate to Lands’ End processes, executing customer reporting needs, launching of complex IT enhancement and supporting customer contacts in a number of other tasks as needed. Additionally, you work collaboratively with a variety of internal and external resources to execute processes and solutions that meet customer program requirements, which may include custom product development and IT solutions. These resources will include: New Business Development, RFP, Call Center, Business Outfitters Creative, A/R and Inventory Management, Web Development, Lands' End Order Services, Information Services, and outside vendors. You should also be willing to learn the Lean and Agile methodologies in order to provide quick turnaround on customer needs and keep an eye to improving the day-to-day operational processes, and work as part of a team to report on activities that impact the health of the business.  

• Support the onboarding of new clients and successful launches & enhancements for assigned accounts – this includes ensuring that all milestones are achieved promptly and efficiently (with or without the involvement of a Project Manager).


• Act as main point of contact for customer – collaborate with clients to deeply understand their business objectives & launch goals to customize and tailor their product implementation. This may include custom product development and IT solutions.


• Coordinate and facilitate client meetings with a focus on business objectives & defining scope for a successful launch. May also lead smaller cross-functional meetings to achieve client needs.


• Manage relationship and communication between cross-functional partners and customer.


• Track and report key performance indicators related to client onboarding and implementation timelines & launch success.


• Successfully & meticulously document project scope, launch metrics (where applicable) and project handoff documentation. Execute a seamless handoff process between client implementation & maintenance project team.


• Proactively identify and address areas for improvement to the onboarding, implementation and enhancement process. This includes proposing solutions and effectively troubleshooting and resolving issues for both internal and client facing processes/procedures to maintain exceptional client satisfaction.


• Document Account Specialist processes for assigned account(s) following Process Documentation Templates/Processes.


• Able to run and troubleshoot client reports in Microsoft Excel – reports may be related to finance, product inventory, payment methods, etc.


• Support training sessions for clients, ensuring a comprehensive understanding of product features and functionalities throughout the implementation.


• Participate in additional projects as assigned to achieve strategic business goals.


• Act as a resource/mentor to colleagues who have less experience. Often considered an informal leader among peers.


• Travel may be required 4-6 times per year to support accounts


• May work on special projects/other duties as assigned

Skills

• Strong communicator with the ability to establish customer relationships.


• Action oriented with the ability to work in a fast-paced environment and manage multiple projects while remaining flexible in a self-directed, organized, decisive, professional and objective manner.


• Ability to identify & implement innovative operational processes while owning all points of implementation and execution


• Experience in effectively collaborating and communicating with customers and colleagues in a friendly, easy-to-understand and efficient manner, consistent with Lands' End philosophies. Comfortable communicating with senior level executives at a client site.


• Strong analytical, interpersonal, written, verbal, listening and negotiation skills as well as the ability to think creatively.


• Ability to delegate, hold self and others accountable, and prioritize tasks for optimum efficiency.


• Ability to present in front of a large group on a topic with which you have expertise.


• Demonstrate independent problem-solving skills with the ability to uncover root causes and successfully implement resolution.


• Ability to be flexible and embrace change in a positive manner.


• Demonstrate self-awareness and a desire to grow professionally.


• Extensive knowledge of Microsoft Office Suite, and PowerPoint, as well as is considered an Excel expert and resources for others. 


• Available for minimal travel, including some weekends.

• Ability to adhere to Lands’ End Attendance expectations. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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