Duties & Responsibilities

• Manage all aspects of upgrade and professional services projects from initial kick-off to go-live.
• Oversee 30-40 short/long-term projects for multiple applications.
• Follow a prescribed roll-out plan and make real time updates within your project disposition.
• Provide an overview of the implementation process, review system and installation requirements, and determine the best course of action to upgrade/implement the product.
• Review pre-installation surveys and obtain information needed for installation/configuration.
• Note key resources involved and initiate Mutual Non-Disclosure Agreement (MNDA).
• Review hardware components and ensure the order is processed in a timely manner.
• Deliver OVA server and instructions via secure email.
• Confirm 3^rd party system integration is enabled.
• Coordinate/lead project status calls to review issues, concerns, questions and discuss next steps.
• Conduct project meetings, customer calls/follow-ups in a professional and courteous manner.
• Coordinate all technical resources and client engagements.
• Drive projects to completion on time and within budget.
• Define expectations and timelines to keep the project moving and confirm FI adheres to the deadlines.
• Prioritize, organize, and update projects accordingly and in time for the weekly scrum/project meetings.
• Oversee the upgrade and dedicated support billable queues for new project opportunities.
• Respond to project requests within 24 hours.
• Send weekly follow-up emails and reminders to customers to check on the project status/progress.
• Assess stalled and/or customer hold projects and initiate communication to get the projects moving.
• Provide training materials and documentation.
• Triage client issues when appropriate and engage the necessary resources.
• Manage the lifecycle of all technical issues arising out of your projects.
• Ensure projects are invoiced in a timely manner and/or the invoice date.
• Interface with the Support, Installations, Digital, QA, Development, Design, and other teams as needed.
• Participate in daily/weekly scrums to review progress, issues, and next steps.
• Provide deployment projections and meet prescribed company goals.
• Establish project/outlook templates when necessary.
• Assist with order proposal preparation as needed.
• Advocate for the client and provide an exceptional client experience.
• Offer excellent problem-solving and abstract thinking skills.
• Provision and on-board clients with 3^rd parties.
• Adhere to company security policies and protocols.

Knowledge, Skills and Abilities

• Exceptional people skills
• Organizational savvy
• Ability to work independently
• Ability to manage time effectively
• Effective communication skills
• Creative thinking and problem solving
• Team player
• Ability to find ways around obstacles
• Positive outlook
• Ability to cast a vision for those you manage
• Ability to work expeditiously
• Technical savvy
• Ability to manage multiple projects at once
• Good grasp of Outlook, Excel, Word, and other Microsoft applications
• Quick learner
• Financial industry background a plus
• Bank/Credit Union operational and item processing experience a plus

Credentials & Experience

• Some higher education, particularly in technical and/or project management training is preferred, or equivalent work experience.

Why Work Here?

We’re a dynamic company with a unique culture centered on professionalism and respect, set in a relaxed workplace.