Municipal Implementation Manager

MUNICIPAL IMPLEMENTATION MANAGER (CLIENT SUCCESS)

Location: Michigan

Job Type: Full-Time

About Our Company:

Munetrix provides robust performance analytics solutions for municipalities and school districts. The Munetrix System makes transparency compliance, reporting, and data visualization easy so that municipalities can focus on analyzing data to make sound, data driven decisions in today’s fast paced, ever changing landscape. Munetrix solutions focus on areas such as transparency, compliance reporting, fiscal reporting, budget analysis/forecasting/projection, workflow process management, capital improvement project management, debt management tracking, wage and benefit comparisons, taxable value data, and benchmarking comparisons. The system also provides a platform to store information in one place, accessible anytime, anywhere, for institutional knowledge and horizontal succession planning. Munetrix is more than just a vendor to our customers. Developing strong customer relationships is a pillar of our culture. Our customers consider us true partners and trusted advisors.

Implementation Manager

The Implementation Manager (IM) develops and maintains strong customer relationships with a list of assigned Munetrix customer accounts. Working directly with the customer, they serve as the client success manager from beginning to end of the implementation, each subscription year and over the course of the customer life cycle. They facilitate client success – planning, onboarding, training, ongoing touch points, and serve as the main point of contact for customer support. They work closely in cross-functional matrix teams to provide comprehensive solutions. They also contribute to internal projects as a member of cross-functional teams which support business development and growth initiatives.

Duties & Responsibilities:
- Manages client success and “owns” the implementation for assigned customer account list both for the subscription period and the customer life cycle.
- Facilitates the customer onboarding, implementation, training, and customer support processes for assigned accounts.
- Serves as the post-sale main point of contact for assigned accounts.
- Provides ongoing service and support while managing customer expectations and implementing action plans where needed; resolves customer issues and develops best practices to mitigate future issues; recommends additional products and services (in partnership with sales) based on customer needs and program evaluation.
- Follows the Munetrix customer implementation process and keeps implementation and customer support records in CRM software and other platforms, up-to-date, within the prescribed timeframes.
- Maintains in-depth knowledge of Munetrix products, services and processes. Stays up-to-date with ongoing product development and releases. Maintains up-to-date knowledge of industry trends.
- Effectively manages expectations and timelines with internal stakeholders. Demonstrates initiative, is respectful, conducts self in a professional demeanor, and has excellent verbal and written communication skills.
- Dresses professionally for customer training, meetings and events.
- Participates in cross-functional matrix teams, for internal projects/initiatives focusing on business growth and development of the company.
- Complies with all COVID safety requirements, policies and guidance required by state/local government, employer, customers, meeting venue, transportation, or other entities encountered as part of work-related duties.
- Travel to client sites, conferences or other events which may involve overnight travel.
  - Maintains the ability and availability to travel up 2-3 nights per week with travel up to 50%, which includes driving and maintaining a valid Driver’s License in your state of residence and a clear driving record.
  - Maintains the ability to travel domestically via air if needed, including a valid current Real ID compliant Driver’s License and/or passport.
  - Willingness to undergo and ability to pass background check and criminal history screening.
  - Demonstrates prudent fiscal responsibility with travel expenses to stay within budget limits and submits travel expenses for reimbursement in a timely manner.
- Performs other duties upon request.
Qualifications, Skills, Knowledge and Other Background:
- Bachelor’s degree required in public administration, public policy, data analytics, instructional design, finance, human resources, or similar field. Master’s Degree is a plus.
- Minimum of 5 years of experience required in municipal government in finance, clerk, or leadership roles.
- 3-5 years of customer service, training, client success or account management work experience in a software or technical product support environment is a plus.
- Knowledge of municipal government, vocabulary, trending initiatives, public policy, government requirements, legislation, pertinent research, organizations/networks and resources is required.
- Experience with virtual platforms such as Zoom, Google Meet, Go to Meeting, WebEx, etc. required.
- Highly motivated with excellent verbal and written communication, presentation and problem-solving skills.
- Self-starter with strong organizational and time management skills, self-directed, and able to handle multiple priorities with demanding timelines.
- Ability to adapt and work collaboratively with colleagues and staff in a fast-paced, results-driven, team orientated environment.
- Proficient in navigating Google platforms and Microsoft Office, Word, Excel, and Power Point is required. Experience navigating online business solutions and CRM platforms preferred.
- Ability to work in multiple settings, including: the Munetrix corporate office, at home, customer offices or municipal buildings, etc.
- Ability and willingness to comply with safety standards as required by state/local governments or at the request of employer, customer, meeting venue, transit authorities, etc. This may include COVID safety measures including wearing face masks or other safety equipment, as required by clients or employer.
- Primary functions require sufficient physical activity and mobility to regularly walk, stand, and sit for prolonged periods of time; to occasionally stoop, bend, crouch, reach, twist, grasp and make repetitive hand movement in the performance of daily duties; to lift, carry, push and/or pull moderate to heavy amounts of weight up to 25 lbs.
Compensation
- Compensation offered commensurate with experience and education
Benefits
- Flexible work environment including hybrid and remote work options
- 10 paid holidays
- 10 paid vacation days/year
- Additional sick/bereavement time off
- Simple IRA with 3% match

Non-Discrimination Policy:

Munetrix, LLC is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. Munetrix, LLC also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability.

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