As a Technology Implementation Manager, you will be the face of AMP, an NCS Company, ensuring a seamless and exceptional "white glove" service experience during Clarity site launches. You will play a critical role in onboarding new clients by providing on-site troubleshooting, comprehensive training, and building strong initial relationships. This role requires a highly adaptable, detail-oriented individual with strong technical acumen and exceptional communication skills. You will thrive in fast-paced, dynamic environments, resolving complex issues efficiently and ensuring client satisfaction.Job Duties and Responsibilities:- On-Site Launch Support:
- Travel to Clarity site launch locations to provide real-time troubleshooting and on-the-spot training to field crews as they begin using the platform.
- Serve as the primary point of contact during initial site launches, embodying a "teach the teacher" approach to empower clients for future self-sufficiency.
- Effectively resolve technical issues, ensuring minimal disruption to client operations and maintaining a positive customer experience.
- Manage high-pressure situations, providing calm and effective solutions to urgent problems.
- Technical Expertise and Communication:
- Utilize networking and connectivity experience, as well as hardware/software installation knowledge, to address technical challenges.
- Demonstrate strong logical and problem-solving skills to diagnose and resolve complex issues.
- Maintain clear and efficient communication with the centralized command center, providing detailed and accurate information for further troubleshooting.
- Capture and document relevant details regarding issues and solutions for future reference and process improvement.
- Customer Relationship Management:
- Represent the AMP brand professionally and positively during the critical early stages of client relationships.
- Build rapport quickly with new clients, establishing trust and ensuring a positive onboarding experience.
- Provide exceptional customer service, maintaining AMP's reputation for "white glove" support.
- Training and Optimization:
- Deliver comprehensive training on the Clarity platform to field crews, ensuring they understand and can effectively utilize the system.
- Identify opportunities for process improvement, contributing to more efficient onboarding and enhanced customer satisfaction.
- When not launching new sites, travel to existing customer sites that require additional in-person training or troubleshooting on any of the AMP platforms.
- Travel and Flexibility:
- Travel extensively, including weekends, to support site launches and customer visits.
- Maintain a flexible schedule to accommodate the demands of on-site support and client needs.
- Be able to live anywhere that is located close to an airport, with a preference for a centralized location.
- Problem-Solving and Adaptability:
- Think creatively and "outside the box" to develop innovative solutions to complex problems.
- Demonstrate a "tinkerer" mentality, with a passion for troubleshooting and finding solutions.
- Work effectively in dynamic and sometimes stressful "live" environments.
- Think in both short-term and long-term solutions.
- Be comfortable working remotely with team members.
Qualifications:- Proven experience in customer service, technical support, or a related field.
- Strong networking and connectivity experience, with hardware/software installation knowledge.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to build rapport quickly and establish strong client relationships.
- Strong logical and analytical skills.
- Ability to work independently and as part of a remote team.
- High level of attention to detail and organizational skills.
- Willingness and ability to travel extensively, including weekends.
- Ability to thrive in fast-paced and dynamic environments.
- Strong comfort level with learning and teaching new software.
- For qualification to drive a company vehicle:
- Must have a valid driver's license and good driving record.
- Driving record with no more than two (2) moving violations within the past 5 years; no preventable, at-fault accidents within the past 5 years
- No impaired driving convictions, pending charges, or test refusals within the past 5 years
Physical Requirements: - Must stoop, bend, reach, walk; perform repetitive motions using hands to grasp, push, pull, or do fine manipulations
- Required to stand for prolonged periods
- The ability to lift up to 75 pounds is required
- May perform duties requiring the employee to intermittently bend and twist
This role offers an opportunity to shape our technical direction while working with cutting-edge technologies in a collaborative, high-growth environment. You'll be instrumental in building and maintaining world-class applications while helping to grow and mentor our development team.
Benefits you deserve:- Highly competitive salaries
- Potential equity interest in a rapidly growing company
- Generous PTO policy and holiday schedule
- 401(k) plan with company matching
- Excellent medical, dental, and vision insurance
But wait, there's more!- Located at Atlanta Tech Village, the 4th largest tech space in the US
- World-class engineering team with an incredible track record
- Robust development stack and hybrid cloud architecture
- Team-building events, outings, and hackathons
- State-of-the-art workspace and hardware
- Strong focus on community service and volunteering
- Free gym, snacks, and beverages
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