Client Implementation / Project Manager

BookingBug - Boston, MA (30+ days ago)4.0

BookingBug is the industry’s most advanced, powerful and versatile appointment and event booking platform, powering the real-time management of appointments for thousands of enterprise clients. Using a combination of cutting-edge front end technologies, and a truly open and scalable cloud-based API architecture, we’re able to design solutions that can accommodate the wildest of client requirements. As technology progresses, so do we; re-architecting and expanding our platform to take advantage of new ideas, methodologies, and the latest and greatest trends in the technology industry.

It’s an exciting time to join BookingBug. We’re scaling up our teams, and looking for an experienced Implementation Manager to join our Customer Success team in Boston. Customer Success is the term we use for ensuring our customers get the very best value from BookingBug. From making sure we understand their specific requirements around booking journeys and helping them define and achieve success measures, to delivering a great implementation experience, driving adoption, supporting them with issues and forging deep relations between our two businesses.

Role overview

We’re looking for an Implementation Manager to be responsible for the planning, execution and implementation of our SaaS solution into major enterprise customers including retailers, banks and major government departments. Taking projects from initial scoping phase through to successful launch, this is a multi-task role where you will be handling multiple projects concurrently, so we’re looking for a dynamic individual who is looking to challenge themselves and work in a fast-growing start-up environment.

About the role

Responsibility for the entire implementation process from initial scoping stages through the solution delivery cycle through to ongoing account management
Looking after both standard product and bespoke implementations where our platform integrates with client-specific components
Being the main contact for new clients as they implement our solutions and provide answers to detailed technical questions
Working closely with clients to ensure the successful delivery of all projects
Managing the project scope to ensure project targets and timescales are adhered to
Creating and maintaining project plans to ensure projects are actively tracked and tasks allocated to project team members in line with agreed milestones
Actively communicating with customers and internal teams to ensure all aims of the project are met
Completing functional testing and managing client UAT and system rollout stages
Feeding into the product roadmap any ideas, tools and processes that can help us get our clients live more quickly and smoothly, and ways of improving the products & services we deliver
Delivering and demonstrating outstanding results to, and for our clients from go-live
Pro-actively identifying ways of improving the products and services we deliver
Troubleshooting customer issues, ensuring they receive the most benefit possible from their investment in BookingBug solutions
Organising and providing training to both customers and the rest of the BookingBug team

You’ll need to be able to ensure the project is completed on time and within budget, that the project's objectives are met and that everyone else is doing their job properly. You have the ability to oversee the project to ensure the desired result is achieved, the most efficient resources are used and the different interests involved are satisfied.

About you

Have a proven technical background; you will need to have a strong hands-on understanding of a number of popular technical platforms and be able to talk eloquently with our customers using those platforms
Understanding of SaaS models and the difference between building a product and doing bespoke client work. You’ll be helping us ensure that clients know how to best make use of our existing products
Confident working within a structured and unstructured solution delivery environment and able to deal effectively with ambiguity
Energetic, enthusiastic and a great communicator internally as well as with contacts on the client side on all levels. Happy to spend time talking with our clients to understand project objectives and client needs, to plan and scope projects accordingly
Proactive attitude and the ability to communicate consultatively and manage expectations
Able to work as a team and take overall responsibility for system delivery but also work unsupervised
Able to problem-solve and be persuasive – you can influence without direct authority
Have significant commercial acumen and a strong customer focus
Confident and capable project manager who likes working in an agile environment
Organised, able to meet deadlines, work well under pressure, and deliver on many things at once in a fast-paced environment
Articulate with excellent communication skills
Hungry to be in a challenging environment in a fast-growing tech company
A science/ mathematics/ IT degree or equivalent qualification would be interesting but not essential
Preferable experience working with enterprise clients preferably in retail or banking

If this sounds like you, we’d love to hear from you! Our HQ is in London and you’ll be based in the heart of Boston in a dynamic, fun office. We also have a new and growing office in Sydney. Our team is very diverse, with backgrounds spanning from astrophysics to criminology and computer game design to music management, and we pride ourselves on our great working culture and offer all staff a host of extra perks and regular social activities.