Technical Implementation Manager

Benefits Offered: Medical, Dental, Vision, 401K 

Employment Type: Full-time 

Location: Marietta, GA | Remote available for the right candidate 

About the Company

Mid-sized companies across the globe are faced with changing internal and customer expectations while constrained with limited IT staff and fixed budgets. At Performive, we specialize in providing mid-sized companies enterprise-grade solutions suited to the organization's needs. In over 20 global locations, Performive delivers secure, hyperconverged solutions with world-class support and on-demand engineering assistance.

At Performive, we specialize in partnering with growing Mid-sized companies by delivering secure, VMware-based cloud solutions, along with on-demand engineering resources and 24/7/365 Devoted Customer Support. To meet our customers’ needs, our product portfolio has expanded into a multi-cloud strategy coupled with security, data protection, and managed services. With over 20 data center locations across the globe, these medium-sized businesses now have the global reach they need to expand by allowing low-cost entry into hot new markets. Our customers’ internal IT teams are now entirely focused on driving innovation and business solutions in this demanding, ever-changing, technology-focused era. 

Performive is seeking a Technical Implementation Manager to join our Implementation Team with a background in project management within technical environments. In this role, you will be the primary point of contact within Performive and help onboard customers; coordinate and monitor customer cloud builds from initiation through delivery for both simple and complex engagements, minimize risk, optimize operations, and support business growth through pro-active and personable interactions. You will develop short-term relationships with customers during their onboarding experience and long-term relationships with Sales, Implementation and Support, understanding their business goals and operational capability to align best and manage both Performive and our customers to drive outstanding outcomes.

Working with pre-sales architects, sales, and support, you will be the executor of the onboarding experience between Performive and their portfolio of cloud customers. Coordinating support teams, managing and reporting on SLAs, and overseeing capacity management, you will focus on establishing a deep understanding of the onboarding experience, taking opportunities to improve and develop how Performive support delivers agile and scalable outcomes.

The successful candidate will leverage their project management experience to coordinate Performive and customer teams, forecasting capacity, scheduling, and planning, consistently delivering within established timescales and exceeding customers' expectations. 

• 7 years of Experience in Project Management, continuous improvement, or support environments.
• Strong customer focus, with an ability to continually anticipate and meet their needs.
• Manage the implementation team, milestones, activities, and goals.
• Ability to collaborate with and manage diverse cross-functional teams for successful customer outcomes.
• Excellent verbal and written communication and documentation skills with great attention to detail and accuracy.
• Strong rapport and relationship-building skills with both internal departments and external customers.
• A strong desire to learn new technologies such as VMware, Veeam, and Crowdstrike to deliver excellent customer outcomes through technical expertise.
• Solid problem-solving abilities coupled with a desire to take on responsibility.
• Good communication skills and an ability to develop relationships with internal and external stakeholders.

Key Responsibilities-

• Understand and deliver onboarding experience.
• Provide strategic and operational guidance that will allow Performive to optimize the onboarding experience continually.
• Own resource scheduling and capacity management of the Implementation team to deliver desired outcomes on time.
• Provide Devoted Support to drive strong customer sentiment and satisfaction.
• Own issues and escalations and drive collaboration with other teams to find speedy resolutions.
• Support the success and development of others in the team.
• Work with Senior Leadership to review department objectives for adequacy and consistency with corporate objectives
• Provide reporting of departmental metrics