Job Overview: The Implementation Manager role is responsible for onboarding Prialto's new customers. Leaders of this critical phase in the client relationship lifecycle review customer needs as identified during the sales process, captures and documents the initial processes to be performed by Prialto service team, and project manages through a smooth handoff to the assigned Engagement (Account) Manager.
Responsibilities and Duties:
Validates the customer expectations post-sales to prioritize the initial service tasks to be provided by Prialto while also escalating any potential obstacles or red flags.
Consult on which customer systems (tools) will be used by the Prialto service team and work with the customer IT to get the appropriate access.
Request and manage the setup of internal Prialto systems to support new customers.
Serve as the project manager on the formal onboarding calls with customers, integrating the efforts of internal teammates.
Draft, review, and finalize the documentation of the initial service tasks and processes to be completed by the Prialto service team. This includes the first version of the member manual for every new customer.
Leverage Prialto's standard policies, processes, and guidelines to drive successful service delivery with our overseas assistant teams.
Manage additional projects assigned by management to assist the team and company in system and process improvements.
Track best practices with existing customers that expand with Prialto to facilitate an improved onboarding experience.
Transition the customers through the onboarding process to the ongoing management led by the Engagement (Account) Manager.
Qualifications:
Bachelor's degree in business administration, communications, or related field, or equivalent working experience.
Proven experience in project management, implementations, or a similar role, preferably with external, customer-facing responsibilities.
Strong documentation skills with a process-oriented mindset.
Excellent communication and interpersonal skills, with the ability to engage effectively with business leaders.
Demonstrated success with a distributed team.
Proficiency with core programs in Microsoft 365 for most common business functions. Familiarity with Salesforce, LastPass, and Zoom is a plus.
A sense of urgency, ownership, and a strong problem-solving ability.
Alignment with our core values (COILs): Commitment, Ownership, Integrity, Learning and Service.
What We Offer:
A dynamic and supportive work environment with opportunities for professional growth and development.
Competitive compensation package, including a bonus plan based on individual and team performance metrics.
Comprehensive benefits package, including health insurance and retirement plans.
About Prialto: Prialto provides managed virtual assistant services to executives and businesses worldwide. Our focus is on amplifying our clients' professional success through dedicated administrative support. We are committed to building a unique client services culture and are recognized as a top place to work.