Enterprise Operations Manager jobs in Burlington, VT

Team Overview:

Our team is detail-oriented and extraordinarily passionate. We thrive on designing simple and scalable solutions to complex technical problems and delivering a leading enterprise software platform for our customers. We are looking for exceptionally ambitious and communicative hands-on individuals who are comfortable working with a dynamic team, have experienced a fast-paced work environment, and who have the passion and skills to take our company to the next level.

Job Summary:

Fluency combines all of the tools Digital Advertising teams need into one centralized and intuitive platform, using robotic process automation. Implementation is the first touchpoint with our new clients, and we’re looking for an Enterprise Implementation Manager (EIM) who can ensure they experience a seamless transition onto the Fluency platform. The EIM will be pivotal in ensuring the experience is smooth, and inspires our new enterprise clients to become platform adopters within the first 90 days. 

The EIM has the primary responsibility of managing the project scope, schedule and deliverables of new client implementation. This role will partner with our onboarding team, to ensure onboarding matches our client’s business expectations including schedule, technical requirements, customer satisfaction, and billing. 

The EIM will work closely with our new clients to establish a trusting relationship, while also holding them accountable to deadlines and deliverables. This role is highly collaborative, and requires a strong presence to keep clients and teams on task, while also preparing for post-implementation handoff.  This individual can manage multiple projects at once, and does not get overwhelmed easily. 

The ideal candidate is flexible and communicative, while disciplined in their approach and delivery of work. They have a passion for lean processes, continuous improvement, client engagement and team collaboration. The EIM will have experience in digital advertising, project management, SaaS onboarding, and/or a passion for learning. 

External Role Duties:

• Operate as the primary point of contact for the onboarding timeline during implementation
• Build key client assets, such as Kick-off deck, and Client Dashboard
• Hold client accountable for all deliverables and deadlines
• Manage day-to-day operational aspects of a project and scope, such as scheduling meetings, meeting notes, responding to client requests, etc.
• Manage and communicate key health metrics during the onboarding process; produce and distribute weekly status reports, inclusive of timeline, billing, change requests, key issues and risks, including applicable KPIs, metrics, and upcoming milestones.
• Manage post-implementation client satisfaction surveys

Internal Role Duties: 

• Collaborate closely with the internal team to ensure delivery of successful implementations.
• Own and maintain Client Project Plan and Client Dashboard during Implementation.
• Monitor implementation scope to ensure adherence with baselines and manage any material changes through a change control management process.
• Manage a seamless handoff of ownership to Client Services team post-Implementation. 
• Report, evaluate, mitigate, and resolve risks and issues associated with the engagement in a timely fashion, escalating when necessary.
• Play an active role in continuous improvement of the onboarding process; analyze and provide feedback on the implementation approach to increase effectiveness, efficiency, and collaboration.
• Have a collaborative approach to work, and eagerness to keep Implementations on track.
• Ensure internal stakeholders are included in all regular project updates, such as Weekly Status Reports, Stakeholder reports, or other communications
• Be able to speak to project health at any point with internal stakeholders, such as Implementation Team Manager, Client Services, Product, Engineering and Sales teams.
• Strive to stay current on Fluency’s feature set, and have a strong understanding of Digital Advertising best practices.

Required Experience: 

• Five plus years with software implementation and project management experience
• Experience with paid media industry
• Experience and comfortable communicating confidently with C-Level executives
• Experience building project plans, and managing multiple projects at once
• Knowledge of project management tools and multiple methodologies
• Strong communication, organization, time management, critical thinking and problem solving skills

What We Look For:

• Great person
• Be alive and have passion to join our team
• History of success
• Driven

Fluency is headquartered in Vermont.  This is a full-time remote US based position.  If local, you have the option to go into the office. 

Fluency provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.