The Print Vertical brings together Print Reach, shopVOX, Shopworks, and other business units serving Print, Mail, and Sign shops, providing a suite of applications that help these businesses run and grow. The Implementation function within the Print Vertical is responsible for onboarding and training customers across all of these business units, ensuring a consistent, high-quality implementation experience regardless of which product a customer uses.
Remote, with onsite customer travel multiple times per year (up to 40%)
This senior position provides the knowledge and skill to lead new clients through the implementation process across any product within the Print Vertical, including Print Reach, shopVOX, Shopworks, and other business units as they are added. Rather than being tied to a single business unit, this role flexes to wherever implementation capacity is needed, helping customers get live quickly, accurately, and using the full feature set of the product they've purchased. You will own the Vertical's more complex and high-value implementations, act as an escalation point and mentor for other Specialists, and work closely with stakeholders across business units to communicate defined project plans, set expectations, and align all project team members.
This role requires deep print, mail, and sign industry experience and a strong understanding of how business units and products interact within a customer's operation. Onsite customer visits for training and consultative sessions occur multiple times per year, with travel up to 40%. You will demonstrate concise and organized project management skills, including following and helping improve implementation standards across the Print Vertical.
Primary Responsibilities:- Manage all implementation tasks including weekly calls, training sessions, and go-live tasks, flexing across Print Vertical business units and products based on where capacity is needed.
- Lead the more complex and high-value implementations, independently managing scope, timeline, and stakeholders.
- Get customers live quickly and accurately, with strong adoption of the full feature set of the product being implemented.
- Build strong working relationships with customer stakeholders, often across multiple products or departments, including executive-level contacts.
- Travel onsite to customer locations for training, consultative visits, and go-live support multiple times per year (up to 40% travel).
- Serve as a knowledgeable resource on print, mail, and sign industry operations and how business units within the Print Vertical (Print Reach, shopVOX, Shopworks, etc.) work together within a customer's business.
- Act as an escalation point for Implementation Specialists, and mentor and coach team members across business units.
- Ensure projects are delivered on time, regardless of which business unit or product is being implemented.
- Assist in managing project scope and objectives, keeping stakeholders on schedule.
- Follow the defined project plan and implementation standards for each applicable business unit.
- Recommend and help drive improvements to cross-business-unit implementation processes to help the Print Vertical run more efficiently.
- Communicate to management suggested changes to project scope and timeline.
- Report and escalate all project risks to management as needed.
- Assist with testing development items and project deliverables included in the project.
- Assist with creating internal and client documentation, including Release Notes, Knowledge Base articles, and training videos, across supported business units.
- Act as a liaison between business units to help standardize implementation quality and share best practices across the Print Vertical.
Skills & Competencies:- Action-Oriented - Enjoys working hard; is action-oriented and full of energy for the things he/she sees as challenging; not fearful of action with a minimum of planning; seizes more opportunity than others.
- Deals with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; can comfortably handle risk and uncertainty.
- Collaboration - Actively and consistently seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives, build and maintain mutually beneficial partnerships, leverage information, and achieve results. Serves as a collaboration catalyst that motivates others to want to collaborate as well.
- Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Emotional Intelligence - Has the ability to perceive emotions and non-verbal signals of others, reason with emotions to promote thinking and cognitive activity, understand emotions by interpreting the cause of others' emotions and what they may mean, and manage emotions by regulating one's own and responding appropriately to the emotions of others.
- Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
- Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and underlying structure of anything.
- Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
- Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
- Cross-Functional Fluency - Comfortable operating across multiple products, teams, and business units; able to quickly build working knowledge of a new platform or process and translate it into customer-facing guidance.
- Leadership and Mentoring - Leads by example and without formal authority; develops others through coaching and knowledge sharing; sets the standard for quality, ownership, and customer care on the team.
- Executive Presence - Communicates with confidence and credibility with customer owners and executives; manages difficult conversations, escalations, and expectations with professionalism.
Minimum Qualifications:- 10+ years of experience implementing SaaS software, including experience across more than one product or platform.
- 10+ years of project management experience leading software implementations, with a proven record of managing multiple complex projects at once.
- 5+ years of experience in the print, mail, and/or sign industry, with a strong understanding of how print business functions (MIS, web-to-print, estimating, production, etc.) work together.
- Working knowledge of cloud-based SaaS applications, ideally including MIS and/or web-to-print platforms.
- Willingness and ability to travel onsite to customer locations multiple times per year, with travel up to 40%.
- Proven ability to mentor, coach, and serve as an escalation point for other Implementation Specialists.
- Exceptional communication skills, including the ability to present to and advise customer executives; highly organized and detailed.
- Strong understanding of technical concepts to provide guidance and solutions across multiple platforms.
- Experience working across multiple business units, product lines, or a matrixed organization is a strong plus.
