Implementation Specialist Job at Merkle Response Management Group
The Implementation Coordinator is responsible for coordinating support and/or leading functional implementations through the project lifecycle to onboard new clients and/or new services for existing clients utilizing Moore RMG’s full-service direct response processing, fulfillment, and strategic solutions. The IC serves as a liaison and develops positive working relationships between RMG’s clients, Operations, IT/Programming and Account Management to ensure client satisfaction and deliver client projects that are effectively facilitated, completed correctly and in a timely manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Job Accountabilities
- Assist the Implementation Manager with complex client implementations
- Lead functional implementation projects, based on level of knowledge and skill through all phases of the project lifecycle
- Utilize Moore RMG best practices to provide standardized project delivery
- Draft project goals and objectives, deliverables, dependencies, milestones, and timeline estimations for the creation of the Scope of Work/Project, the project plan and the pricing and invoice reviews; conduct review of documentation with Implementation Manager for accuracy
- Track and communicate project status, facilitating regular check-in meetings
- Identify, report and coordinate tasks related to project risks, work with Implementation Manager on resolution and monitoring
Project Coordination Duties
- Coordinate setting of appointments, preparation of materials, review of notes to include assigned tasks, owners, and due dates.
- Coordinate preparation for client onsite visits
- Assist with development and regularly update implementation project plans in coordination with Implementation Lead
- Work through the appropriate quote process to obtain pricing estimates, gain internal and client approval for identified additional services/solutions
- Ensure accurate and up-to-date client information and documentation of project in database of record
- Coordinate preparation and delivery of training sessions
- Support and/or complete set up with the banks and programming staff of ICL processing
Core Responsibilities
- Coordinate project kick-off and expectation setting with new or existing clients
- Coordinate client discovery and completion of the client questionnaire
- Request, review and forward client information, specifications and deliverables to the programming team and operations staff for successful completion of services.
- Draft Scope of Work/Project
- Coordinate to set up SFTP and encryption
- Coordinate to set up/transfer PO Boxes and/or bulk mailing permits
- Coordinate to set up Arch-e application for client use.
- Coordinate completion of the following project tasks: mail processing test batches, worksheets, and review; testing and review of Image work for accuracy; direct key test batches and review; set up of web reporting, activation and communication to client; complete QC of test batches in Arch-e; update of master batch range and internal communication.
- Coordinate the inventory of stock testing forms, scheduling the stock testing meeting and provide feedback to the client
- Lead training sessions with operational areas
Cross-Functional Collaboration
- Work collaboratively with Sales, Operations, IT/Programming, Admin and Account Management to ensure successful delivery of client projects
- Function as back-up for Implementation Manager as needed
- Investigate, research, and respond to Implementation Manager and/or operational leadership inquiries on specific transactions.
- Coordinate project close phase and transition to Account Management; transfer all required documentation and project notes to support ongoing client engagement
- Able to work overtime with limited notice to resolve issues or respond to requests for information and meet project deadlines
CORE COMPETENCIES:
- Client Focus - dedicated to meeting the expectations and requirements of internal and external clients, establishes and maintains effective relationships, gains trust and respect
- Flexibility - able to work overtime with limited notice to resolve issues or respond to requests for information; effectively cope with change
- Learn on the Fly - Learns quickly when facing new challenges; easily learns new industry, company, product or procedure knowledge; adaptable, analyzes successes and failures for clues to improvement
- Strong communication skills - able to expresses ideas and thoughts well both verbally and in written form
- Interpersonal savvy - builds constructive and effective relationships; uses diplomacy and tact; relates well with all kinds of people, inside and outside of the organization
- Problem solving – uses rigorous logic and methods to solve difficult problems with effective solutions; can see hidden problems; excellent at honest analysis
- Peer relationships – a team player, quickly finds common ground; solves problems for the common good
- Technical knowledge – high level of knowledge of current response management & service solutions, utilize industry and RMG best practices
- Detail oriented - highly organized, with the ability to handle multiple projects simultaneously; demonstrates accuracy and thoroughness; monitors own work to ensure quality
- Planning – develops skills to be able to scope out tasks & projects, develop schedules, adjust for problems, complete follow up and evaluate results
- Managing work – develops ability to clearly assign tasks, set clear objectives, monitor progress throughout project
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