Implementation Team Manager, Americas (3379)

About GBG

GBG offers a range of solutions that help organizations quickly validate and verify the identity and location of their customers. Our market-leading technology, data, and expertise help our customers improve digital access, deliver a seamless experience and establish trust so that they can transact quickly, safely, and securely with their customers online. We have over 1,000 team members across 15 countries and work with over 20,000 customers in over 70 countries. Some of the world's best-known businesses rely on GBG to provide digital services and keep the economy moving.

The Role

Reporting directly to the Vice President of Customer Success you will fill a key leadership role that manages a team of Implementation Specialists responsible for new and existing client onboarding. This involves the successful integration of IDology's ExpectID suite of SaaS identity verification products and fraud prevention solutions. The Implementation Team Manager will provide day-to-day support to the Implementation team, oversee the overall operations of the team by providing support on the various integration projects, be a primary point of escalation for any technical issues that arise during integration, and assist with the career development and on-going training needs of each Implementation Specialist. The Implementation Team Manager is a client-facing role that will also support internal customers during the pre and post-sales cycle and after due diligence is completed. This is done by assisting with product trials, sandbox access requests, conducting product demos, and providing consultative support by recommending best practices on settings that allow for desired configurations and optimal results, based on the customer's business goals, compliance requirements, and fraud risk management needs.

What you will do

• Manage the execution of product and solution implementation activities for the Implementation Team and help develop project plans that ensure efficient and successful go-lives and production launches.
• Serve as a primary technical escalation point for implementation project-related matters.
• Provide implementation project management support to Implementation Specialists as they go through the integration phase. This includes, but is not limited to:
  • Enterprise configuration and setup
  • Establishing best practices or base-line settings for the various solutions
  • Sandbox and live demo testing
  • Data analysis and review during post-go-live
• Manage and direct all aspects of Tier 1 and strategic new client implementations.
• Assist the Implementation team with the creation of sandbox test cases that allow for proper integration testing, UAT testing, QA, and/or staging, prior to production launch.
• Complete enterprise go-live review and provide approval, prior to customer go-live.
• Responsible for completing weekly and monthly implementation reports.
• Responsible for establishing and monitoring SLA goal as it relates to new client go-lives.
• Work closely with leadership to ensure appropriate communications and Jira reporting are available to facilitate effective visibility and Implementation team goal management.
• Perform the role of counselor and coach; Contribute to the development of the Implementation team that helps build technical acumen.
• Escalate technical issues that require higher-tiered support to the Product team for additional review, research, and guidance.
• Conduct yearly performance reviews and career progression assessments.
• Facilitate monthly 1:1 with each Implementation Specialist
• Facilitate bi-monthly Implementation team meetings.

Requirements

• Relevant work experience with a successful track record leading and implementing transformation and data migration activities in large scale
• Strong project management skills to run projects individually
• Previous stakeholder management skills and presentation skills
• Strong communication skills with the ability to influence and drive
• Proven experience in project management on implementations
• PMP, ACP-PMI certification, or equivalent preferred.
• Advanced proficiency in project management tools including MS Project, Excel, and PowerPoint.
• Good IT and EDI (computer-to-computer experience) understanding and capabilities.
• Consistent ability to meet and adhere to deadlines.
• Strong problem-solving skills and customer service skills.
• Prior experience with software implementation

Benefits

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life. Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more!

Next steps

If you're interested, please apply! We're looking to hire the best and most engaged people into our business and we'll make an offer once we've found that person.

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender, race, religion, sexual orientation, parental status or disability. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Specialist if you require any reasonable adjustments to the interview process.