Implementation Manager

As an Implementation Manager at Blue Sky eLearn, you will work with our new and existing clients to ensure the successful implementation of Path LMS, Blue Sky’s industry-leading Learning Management System. Our Implementation Managers achieve this through understanding client business goals and objectives, developing strong rapport, and executing against a defined schedule. You will bring technical expertise, a friendly attitude, and an investigative mindset to manage and support our technical implementation projects. You must think methodically, communicate frequently, document thoroughly, and act proactively to ensure our platform is integrated tightly with our clients’ systems and 3rd party databases, as well as migrate data and content from previous providers. You will work cross-functionally with multiple internal teams to develop a keen understanding of customers’ unique business needs and challenges and identify and manage any internal resources necessary to realize the client’s goals.

As a member of the Client Experience team, you will manage a portfolio of projects with a diverse set of clients, and as the first touch point in a client's experience after purchasing Blue Sky solutions, you will be a critical player in driving long-term success of the client and demonstrating the value of the Blue Sky solution and team.

Key Responsibilities

80% of time in this role will be spent on Project Specific Tasks

• Project types
  • Path + Integration
  • Virtual conference, Existing Clients Virtual Conferences (ECVC)
  • Path Design and Virtual Conference Design
  • Stand-alone
  • Existing Clients New Integration (ECNI)
• Understand and manage project scope, as agreed upon with the client, and ensure that it is fully executed by both Blue Sky and client
• Create and maintain implementation project plans
  • Gain full understanding of project goals and client background
  • Lead project from start to finish
  • Path provisioning and design
  • Map the workflow for the use of Path
  • Manage the Blueprint creation
  • Manage integration project
  • Involve the appropriate team members from BSE
  • Ensure project is within scope and agreed upon timeline
  • Suggest additional upgrades or services, if needed
  • Support the client up to 30 days after launch
  • Coordinate and/or implement customers’ data migrations, and third-party integrations
  • Complete and/or Oversee content migration
  • Update Salesforce items for each project
  • Updating our Project Management tool & Time tracking tool on a daily basis
  • Internal & external handoff to post-onboarding team
• Effectively communicate project expectations and progress to our clients, team members, and executive team in a timely and clear manner
• Comfortable communicating with various levels of client stakeholders (Executives, Project Managers, Technical Staff, and Member Services)
• Manage timelines, deliverables, and communication with Third Party Vendors (AMS Systems) alongside direct client communication
• Partner with Sales, Training, Events, and L&D teams across Blue Sky to navigate the complexities of client implementations, ensuring that the needs of both Blue Sky and the client are met
• Understand development release notes and how platform updates will impact product set-up
• Lead technical scoping and troubleshooting with new/existing clients and vendors, as well as communicate requirements internally to product and development teams
• Actively monitor and troubleshoot connections with third-party systems, prioritize bugs, and identify enhancements when implementing new/existing client integrations
• Ability to read through scripting languages such as Ruby, Python, PHP, etc. and working with Restful APIs through a tool such as Postman to investigate and document issues for escalation to the engineering team

20% of time in this role will be spent on Documentation, Internal Training, and Process Improvement

• Continually strive to improve project management processes by enhancing best practices and proactively identifying areas of improvement, as well as eliminate internal inefficiencies
• Provide integration training and continually update integration documentation
• Process improvement
• Create handbook articles/playbooks for implementation process
• Join Sales prospect calls
• Work closely with product to learn about new releases and best practices
• Joining TAM standup call at least 1x per week

Qualifications

• 2+ years in a Saas implementation role, preferably in the association industry
• Experience supporting 3rd party APIs or external system connections at a previous role
• Bachelor's degree in a relevant field or equivalent work experience
• Strong technical expertise and ability to understand and work with various technical tools and languages
• Excellent communication skills with the ability to interact effectively with clients, team members, and executives
• Ability to communicate complex technical concepts in a clear and understandable manner
• Proven ability to understand and manage project scope, ensuring execution by both Blue Sky and the client
• Experience in creating and maintaining detailed implementation project plans
• Familiarity with tools such as Salesforce, Planhat, Harvest, Asana, Trello
• Ability to lead technical scoping and troubleshooting with clients and vendors
• Cross-functional collaboration experience, working with internal teams to meet customer needs
• Experience with data migrations and third-party integrations
• Experience with documenting processes for internal and external use
• Ability to understand development release notes and anticipate the impact of platform updates on product setup

Benefits

• 100% remote from your US based home office
• 100% employer paid medical and dental for employee only coverage with the option to upgrade to premium plans as well as obtain dependent coverage
• 100% employer paid short-term disability and basic life insurance
• Competitive paid time off package including dedicated vacation, sick, volunteer, bereavement leave and Summer Fridays
• 11 paid company holidays
• Up to 16 weeks of paid family leave to welcome a child to your family
• A 401(k) program with employer match to help support your long-term financial plans
• Annual professional development reimbursement

About Blue Sky eLearn

Founded in San Diego, CA, Blue Sky eLearn provides a full range of learning technologies that include a proprietary learning management system and a complete set of virtual event services. We help organizations capture educational content from either live or virtual settings, then manage and deliver that content to a global audience through our learning platform.

We facilitate thousands of live web events each year for our clients. We currently house over 100,000 learning modules and have electronically issued over two million certificates to online learners.