Launch/Implementation Manager

Less than 5 years experience  •  e-Commerce

Salary depends on experience
Posted on 11/08/17
Austin, TX
Less than 5 years experience
Salary depends on experience
Posted on 11/08/17

Primary Job Responsibilities:

  • Coordinate technical activities among customer, external developer or system integrator, third-party extension provider, Magento Support, and Magento Cloud partner technology providers to ensure smooth and successful site launch for Magento Cloud customers
  • Address product related questions and technical challenges
  • Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth
  • Frequently conduct and coordinate tactical operations reviews with client teams
  • Act as the middle-man to support organization so as to ensure client escalations are resolved quickly
  • Accurately replicate, identify, and document software defects with appropriate tracking system
  • Assist in product trainings as needed
  • Personalized service with proactive support, best practice guidance and reviews focused on aligning the Magento implementation with business strategy
  • Streamlined incident resolution with 24/7 critical case management
  • Planning and support for peaks—to ensure system and environment are optimized to meet projected metrics

Job Requirements

  • Experience in a support role for a Cloud ecommerce application offering
  • Project management experience
  • Ability to match client’s business requirements with product capabilities
  • Ability to make right decisions based on strong analytical reasoning skills
  • Excellent interpersonal skills, communication, and leadership skills that build positive relationships with other team members, including cross-cultural teams
  • Strong ability to organize work schedule and time to ensure deadlines are always met 

Basic Qualifications

  • 3+ years experience in a technical account management role
  • 2+ years technical experience with Magento
  • 4+ years of technical support experiencerequired
  • BS or MS in Computer Science.
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