Implementation and Support Manager M/F

Client Engagement & Satisfaction

• Monitor and improve Net Promoter Score (NPS) across implementation and support phases
• Analyze NPS feedback to identify key drivers of customer satisfaction and dissatisfaction and long-term loyalty
• Implement action plans to improve client experience based on NPS insights

Implementation & Project Management

• Lead end-to-end implementation projects for new and existing clients
• Define and document functional and business requirements in collaboration with clients
• Manage project timelines, milestones, and deliverables using project management tools
• Coordinate cross-functional teams (integration, development, infrastructure, third parties)
• Ensure quality assurance, testing, and validation before client delivery
• Track and resolve implementation issues and risks proactively
• Maintain accountability for successful project execution and customer satisfaction
• Identify opportunities to automate implementation tasks (e.g., configuration, data setup, testing processes) to accelerate delivery

Client Engagement & Relationship Management

• Act as the primary point of contact during implementation phases
• Lead client workshops and requirement-gathering sessions
• Provide expert advice on system capabilities and business solutions
• Ensure high client satisfaction and long-term relationship building
• Communicate clearly on progress, risks, and solution impacts

Transition to Support (Run Phase)

• Ensure smooth handover from implementation to ongoing operations
• Collaborate closely with support teams to maintain continuity
• Validate readiness of systems, processes, and documentation before transition
• Ensure automation components (monitoring, alerts, workflows) are in place before go-live

L1 Support Team Management

• Lead and manage the Level 1 Support team to ensure SLA compliance

Monitor key performance metrics including:

1.  First Contact Resolution (FCR)
2. Response and resolution times
3. Ticket volumes and trends

• Oversee ticket escalation processes
• Ensure platform monitoring and incident handling
• Promote automation of repetitive support tasks (e.g., ticket categorization, routing, response templates, self-service solutions)
  
  

Automation & Continuous Improvement

• Promote a culture of continuous improvement, analyses recurring issues and ensures permanent fixes
• Drive automation initiatives using RPA, workflows, and AI where applicable
• Identify repetitive, manual, or error-prone processes and implement automation solutions
• Develop self-service capabilities and knowledge base improvements to reduce support load
• Collaborate with technical teams to embed enhance functionalities into product architecture

Governance, Compliance & Performance

• Ensure adherence to data protection and security policies
• Monitor financial and operational KPIs
• Manage resource allocation effectively (people, tools, budgets)
  
  
  
  
  
  
  
  

• Strong customer focus and service orientation
• Strong project and stakeholder management skills
• Ability to lead cross-functional teams and influence outcomes
• Strong analytical and problem-solving abilities
• Excellent communication skills in French and English
• High level of autonomy and accountability
• Strong interpersonal and collaboration skills
• Continuous improvement and automation mindset
• Bachelor’s Degree (preferred but not mandatory)
• Minimum 5+ years of project management experience
• Experience in client-facing implementation roles
• Knowledge of debt recovery or financial services is an advantage
• ITIL certification is a plus

This position is available for the Tribe only*