Manager, Implementation

CSG is seeking a Customer Experience (CX) Implementation Manager to lead a team of engagement managers. This role involves overseeing the end-to-end implementation of CSG’s CX product suites for enterprise customers, ensuring successful onboarding and driving business outcomes. The manager will provide guidance, coaching, and support to their team, ensuring world-class service delivery. Key responsibilities include defining project scope, managing resources and budgets, tracking progress, and collaborating with cross-functional teams to meet customer business requirements and achieve desired outcomes.

Must Have

• Hire, coach and mentor a team of engagement managers
• Guide engagement managers to define project scope, timelines, deliverables
• Manage project resources and budgets to ensure successful delivery
• Monitor and track implementation progress across the portfolio of customers
• Manage project level P&L alongside each engagement manager
• Develop and implement strategic plans and processes to streamline implementation/delivery
• Collaborate with cross-functional teams, including sales, product management, and customer success
• Work closely with customers to understand business requirements and goals
• Translate business requirements into solutions
• Coordinate with various stakeholders to drive successful project outcomes
• Ensure projects are completed on time, within scope and within budget
• 2+ years of Implementation Manager experience
• Excellent verbal and written communication, research, analytical and problem-solving skills
• Advanced knowledge of Microsoft Office - Word, Excel, and PowerPoint
• Willingness to travel domestically and internationally up to 25%
• Proficient in English in a business environment

Perks & Benefits

• Work from Home
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off

Hi, I'm Lolitta Tucker, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

We are looking for a Customer Experience (CX) Implementation Manager, who will be responsible for leading a team of engagement managers to successfully implement CSG’s CX product suites to drive business outcomes for our customers.

This team will be responsible for the end-to-end implementation process, to ensure the successful onboarding of CSGs enterprise CX customers. As the Implementation Manager, you will lead a team of engagement managers, providing guidance, coaching and support to ensure they deliver world-class service and support to our customers.

We are looking for a CX Implementation Manager who will:

• Hire, coach and mentor a team of engagement managers who are accountable to implement CSG’s CX product suite to achieve customers’ outcomes. Guide engagement managers to define project scope, timelines, deliverables and manage project resources and budgets to ensure successful delivery
• Monitor and track implementation progress across the portfolio of customers being supported and manage project level P&L alongside each engagement manager to ensure project profitability. Develop and implement strategic plans and processes to streamline the implementation/delivery process and ensure consistent high-quality delivery
• Collaborate with cross-functional teams, including sales, product management, and customer success to ensure alignment and coordination throughout the implementation process
• Work closely with customers to understand the business requirements and goals and translate them into solutions that help achieve their desired business outcomes
• Coordinate with various stakeholders to drive successful project outcomes providing leadership, direction and ensuring that projects are completed on time, within scope and within budget

Is this opportunity right for you? We are looking for candidates who:

• Have 2+ years of Implementation Manager experience
• Have excellent verbal and written communication, research, analytical and problem-solving skills.
• Have advanced knowledge of Microsoft Office - Word, Excel, and PowerPoint
• Are willing to travel domestically and internationally up to 25%
• Are proficient in English in a business environment

CSGer Perks & Benefits

• Work from Home
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off

Please submit your application at csgi.com/careers. Applications will be accepted for at least 5 days from original posting date.