Job Description

Purpose of the Position: The Customer Implementation Success Champion, serves as a recourse to ensure their assigned customers have a successful McLeod software go-live before moving to long-term support. A Champion joins the project team during the Implementation process to provide proactive support, adoption strategies, and mitigate risk for complete customer success. The Champion will be responsible for consolidating and sharing knowledge between the McLeod Implementation teams and the customer, which is an integral part of the customer’s relationship with McLeod.

Essential Duties and Responsibilities:

• Investigate technical issues while maintaining ownership of customer requests to provide exceptional service and superior support resolution as questions arise during implementation.
• Provide directions and reviews of software usage when shortcomings arise due to lack of customer comprehension or adoption.
• Engage directly with customers regularly to be a champion and advocate for the customers’ successful utilization of the software.
• Maintain strong trusted relationship with customer stakeholders and key users throughout implementation while leading discussions to evaluate and provide critical updates to the implementation team, management, and key customer contacts of project.
• Complete remote review of customers business processes, document, and provide project gaps and risk to project team.
• Develop, implement, and monitor customer engagement and testing plan during implementation to mitigate change resistance and retain training.
• Conduct go-live readiness assessment, document and distribute to implementation project team.
• Keep abreast of current and past McLeod software versions, additional modules, and product offerings.
• Up to 15% travel is required.

Competencies:

• Ability to learn internal software and systems.
• Strong change management abilities.
• Ability to manage several competing projects and priorities efficiently.
• Ability to work in a team environment with a positive attitude.
• Strong oral and written communication skills.
• High levels of patience.
• Desire to serve customers for their continued success.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Bachelor's degree preferred.
• High school degree or equivalent, and a minimum of two years of training or education experience.
• Minimum of two years of experience with LoadMaster and PowerBroker in a training and/or support role required.

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. With over 650 full-time team members, we’re still growing while staying true to who we are. Our priorities stay where they belong: with our employees, our customers, and the continued growth of our business. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.