The Implementation Project Manager sets the tone for customer loyalty and retention by facilitating customer product configuration, installation and training while adhering to Zonar’s established implementation project methodology.  This role will be work cross functionally to own the customer implementation experience. This role requires a highly motivated individual who is comfortable with rapid changes in direction and environment. This role is customer oriented, results driven, and passionate about delivering innovative quality services to delight our customers. To be successful, this role will need to work well in a fast paced, entrepreneurial environment. 
 

Key Responsibilities and Duties:  

• Own customer experience for Tier 3 to Tier 5 customers from close of sale to completion of implementation project.  Ensuring that customers are introduced to an optimum experience that reinforces loyalty and retention. 
• Manage client expectations, internal expectations, drive client deliverables, and use project management to ensure implementation completes on schedule. 
• Manage multiple concurrent multi-phased implementations following Zonar’s implementation processes. 
• Effectively communicate and work with peers, other departments and management to set internal expectations and maintain appropriate implementation project scope. 
• Effectively communicate project status and best practices with client to ensure positive implementation experience and escalate issues while maintaining ownership of the implementation. 
• Regular communication with internal and external stakeholders including maintaining project status in CRM. 
• Move customers through defined implementation phases including welcome email, order fulfillment, account and device activation, installation logistics, training, and ensuring a complete reconciliation of shipped equipment to installed equipment and return of excess equipment for credit, as applicable. 
• Effectively complete account, device and integration configurations. 
• Be able to activate SIMs, and enable services across large complex account. 
• Hold project conference calls with vendors and customers. 
• Provide end-to-end project management. 
• Be able to assist with asset recovery. 
• Maintaining and expanding customer relationships and creating and maintaining customer contact information in CRM. 
• Assist sales with data collection and process sales orders as needed. 

 
Knowledge, Skills, and Abilities: 

• Bachelor’s degree preferred; and 3 to 5 years of experience in fleet management, software technology, or related field a plus. 
• Ability to work cross functionally in a productive and collaborative manner to achieve defined objectives 
• Excellent written and verbal communication skills 
• Strong problem solving skills and attention to detail 
• Ability to work toward and achieve scheduled deadlines 
• Strong computer skills, with an above average knowledge of Microsoft Office products 
• Familiarity with customer relations management software applications; Salesforce preferred but not necessary 
• Prior experience managing vendor provided solution implementations a plus. 
• Demonstrated ability to engage with customer management and key decision makers in a positive and collaborative manner