Implementation Team Leader

JOB SUMMARY

Deliver guidance to the Implementation Team through active coaching, mentorship, and educational initiatives. Support daily department operations to confirm project advancement, prompt problem mitigation, and the punctual finalization of all active assignments.

JOB GOAL

Act as a primary resource for the Implementation Team, facilitating project success through consistent accessibility and operational support.

JOB RESPONSIBILITIES

ESSENTIAL DUTIES

1. Oversee implementation process, coordinate tasks and processes working with the implementation, training, and data services teams, resolving any conflicts that may exist.  Drive focus in completing projects by each team member. 
2. 1. Instill motivation and excitement to work with clients and strive to have timely completion of implementation projects.  
3. Conduct personalized coaching sessions with every team member, focusing on optimizing project management, navigating challenges to reach resolutions, identifying growth opportunities, and establishing measurable objectives.
4. 1. Verify the consistent reporting of project related issues and persistent challenges involving training or data conversion by each team member.  
   2. Review project status and provide feedback on concerns and plans of action.
   3. Facilitate the setting of quality, measurable goals to develop each individual team member.
   4. Maintain team member records including attendance, weekly reports, team contributions and discussing concerns with each individual.
   5. Monitor team members implementation meetings providing feedback regarding meetings, utilizing the review to enhance the customer experience.
5. Proactively detect risks and conduct root cause analysis to evaluate alternatives, ensuring the execution of optimal resolutions. Challenge team assumptions and verify project milestones, schedules, and interconnections regularly.
6. Promote transparent communication and facilitate an unhindered flow of information, getting the right information to the right person through the right channel exactly when it is needed.
7. Manage weekly implementation team training/meeting to ensure that all questions are answered, discuss potential concerns while working to mitigate any roadblocks.
8. 1. Maintain weekly agenda for the team meeting, ensure new product feature and process training is scheduled as part of the meeting
9. Assist with completion of implementation department metric measurement and reporting
10. 1. Compile and report weekly implementation service stats, as well as weekly and monthly stats.
    2. Gather data for monthly report card meetings, determining goals for the team member.
    3. Assist the Manager of Implementation with metrics for measuring team and individual performance, and client satisfaction.
    4. Assist with creating team member reviews by providing feedback and statistical information.
11. Maintain implementation content including presentations, scripts and other process guides and requirements.
12. 1. Presentations reviewed and updated regularly with any changes in the implementation process.
    2. Scripts updated to match the presentation material
13. Maintain and develop knowledgebase (Curve Community) for implementation department , internal, and external use including operating procedures and product knowledge
14. 1. Demonstrate ability to determine topics that need to be updated or added to Community for internal and external purposes.  Add those topics accordingly
    2. Preserve an effective balance of quality and quantity

ADDITIONAL RESPONSIBILITIES

1. Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures.
2. Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

JOB QUALIFICATIONS

EDUCATION

• High School diploma or equivalent

EXPERIENCE

• A minimum of 1 year previous customer service and project management experience
• Previous experience in medical or dental software strongly preferred
• Experience using teleconferencing and meeting web technologies

KNOWLEDGE AND SKILLS

• Strong working knowledge of Windows and Mac OS
• Working knowledge of Internet technologies
• Basic knowledge of computer hardware, database structure and network troubleshooting
• Ability to multi-task handling questions effectively while working on projects
• Ability to complete assignments on tight deadlines