Senior Implementation Account Manager

Cincinnati Bell Technology Solutions is currently seeking a Senior Account Manager for a full time direct hire position with our end client in Cincinnati, OH.

Position Summary:

The Implementation Account Manager oversees and supervises the managed implementations of clients. Managed implementations involve a shorter, hands-on process for getting our client's new clients up and running with their technology product. It is typically a 6-8 week process with the last week performed at the
client site.

Essential Functions/Responsibilities

• Supervise, train and mentor a staff of 3 Implementation Specialists
• Coordinate the timeline and delivery of all managed implementations; including the schedule of on-site visits for the Implementation Specialists. (Usually once a month)
• Supplement to fill-in for Implementation Specialists as demand requires.
• Oversee the success and progress of managed implementations
• Shadow site visits to evaluate staff and identify process improvements
• Conduct post-implementation surveys with clients and internal staff to gauge effectiveness and satisfaction

Minimum Qualifications

• Bachelor’s degree required
• Minimum of 5 years customer service experience
• Previous management experience
• 2 plus years of CRM (customer relationship management) product implementation experience; or equivalent product implementation/installation
• Knowledge of the higher education market and/or the software industry a plus
• Strong familiarity with the Internet and use of business technologies
• Polished presentation skills
• Interact regularly with other service and technical colleagues to facilitate product set-up and client hand-off upon implementation completion
• Liaison with the sales team to meet desired client timelines
• Lead implementation kick-off calls with clients to outline processes and expectations; interact regularly with clients during the process and when business dictates
• Timely reporting on implementation and team status
• Frequent travel required to client sites, including up to a week at a time when training new staff or covering implementation needs

QUALIFIED CANDIDATES CAN EMAIL THEIR RESUMES TO todd.marinelli@cbts.cinbell.com .  PLEASE INLCUDE "ACCOUNT MGR." IN THE SUBJECT OF YOUR EMAIL.