Implementation Manager
ESO is looking for a dynamic, experienced leader for its Implementation Team who is passionate about providing excellent customer service, scaling processes and teams, and managing projects.
How You’ll Support our Mission
As an Implementation Manager, you will be leading a strong, experienced team and working alongside our partners in the Fire, EMS and Hospital industries to achieve high levels of performance and productivity using our ever-growing ecosystem of products. Our customer’s satisfaction is critical to form a solid relationship that will continue to grow over time. Your primary responsibility will be to provide overall program management related to our implementation projects, support the delivery teams, and provide overall oversight and direction - ensuring that project and department milestones are defined and met.
This role will report to the Senior Director of Implementation and Training. You will be working across all products and be based in our Austin office.
What You’ll be Doing - the day to day
· Work across teams (implementation, sales, finance, product, support) to understand and deliver on the needs and requirements for all implementations
· Reviewing existing processes and redesigning them, where appropriate, for greater efficiency and scalability
· Ensure all team members are informed and motivated, have needed tools and resources and tasks are understood and completed
· Oversee the initiation, planning, design, execution and monitoring of all implementation processes and projects
· Apply Program Management principles to our training and implementation projects for customers
· Track and report on key relevant metrics related to project duration, customer satisfaction levels, appropriate caseloads for team members, etc.
· Ensure that scalable processes are designed, implemented, communicated, and documented to enable continued aggressive growth
· Provide excellent customer service
Who You Are - the essentials
· An experienced Project Manager in the software industry
· People management experience
· Experienced at process improvement and use of technology/automation to streamline processes
· Skilled at building scalable delivery processes
· Ideally, PMP-certified
· Well-versed in using project management software and tracking/reporting on project status, timelines, budgets
· Process and detail oriented
· Excellent written and verbal communication skills
· Customer Service experience
· Comfortable in a high-volume, fast-paced environment
· EMS/Fire industry experience a bonus
Benefits & Perks
ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:
- Competitive health plans (medical, dental, & vision insurance)
- PTO (starting at 20 days) & 12 company holidays
- 401(k) with company match
- Telemedicine service provided by ESO
- Savings accounts (FSA, HSA, DCA)
- Employee Assistance Program (EAP)
- Annual health and wellness reimbursement
- Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
- Paid parental leave, new child program, & flexible parental return-to-work options
- Casual office environments and unlimited office snacks and drinks
About ESO
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our six US offices and our Belfast, Northern Ireland office.
Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.
All offers are contingent upon a successful background check.
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.