Strategic Implementations Manager (I, II, III, Sr.)

The Strategic Implementations Manager for Managed & Cloud Services specializes in overseeing the implementation of complex customer orders while driving continuous process improvements. This role is integral to ensuring that Managed & Cloud Services orders are delivered efficiently, accurately, and on time. The manager will leverage Kaizen principles to refine workflows, eliminate inefficiencies, and enhance customer experiences.

Mission:
To utilize Kaizen principles to exceed customer expectations through the continuous improvement of processes, with a focus on implementing and optimizing Managed & Cloud Services orders. This position may be filled as Strategic Implementation Manager I, II, III, or Senior, depending on the candidate’s skills and experience.

Core Objectives

1. Deliver on-time services and never miss an original systematic FOC (Firm Order Commitment) date for Managed & Cloud Services orders.
2. Continuously improve processes to meet and exceed implementation goals.
3. Build smarter requirements, eliminate unnecessary process steps, simplify workflows, optimize timelines, accelerate implementations, and automate where possible.

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

Process Improvement & Optimization:

• Apply Kaizen principles to identify inefficiencies and drive process improvements for complex Managed & Cloud Services orders.
• Eliminate unnecessary steps, simplify workflows, and leverage automation to optimize order implementation timelines.
• Analyze data from past implementations to identify bottlenecks and implement solutions to improve future outcomes.
• Partner with cross-functional teams to streamline coordination and ensure consistency across the implementation lifecycle.

Order Management:

• Oversee the end-to-end implementation process for complex Managed & Cloud Services orders, ensuring all customer requirements are met.
• Act as the primary liaison between customers, Sales, Engineering, and Service Delivery teams to align expectations and timelines.
• Maintain and update Salesforce records with all sales and implementation data, ensuring accuracy and transparency.
• Coordinate resources for services such as cloud infrastructure, VoIP, networking, and other Managed Services.

Customer Experience:

• Provide regular updates to customers on order progress and proactively address issues to ensure seamless implementations.
• Facilitate meetings and calls with customers and internal teams to discuss complex requirements and progress updates.
• Take full ownership of customer satisfaction by anticipating needs and exceeding expectations.

Technical Leadership:

• Collaborate with Sales and Solutions Engineering teams to design optimal solutions for complex Managed & Cloud Services customers.
• Develop and maintain technical documentation, including network diagrams, multi-location connections, and process designs.
• Ensure technical alignment with customer goals and internal service standards.

Project Coordination:

• Manage multiple projects simultaneously, ensuring that timelines and deliverables are met for all Managed & Cloud Services orders.
• Notify appropriate management of potential delays or risks to ensure timely resolution.
• Drive accountability across teams to ensure commitments are upheld.

Level I:

• Required:
• Minimum 1 year of experience in Managed Services, Cloud Services, or related fields in telecommunications or IT.
• Some knowledge of Managed Services, cloud platforms (e.g., AWS, Azure), and VoIP services.
• Ability to build strong relationships with internal and external stakeholders.
• Preferred:
• Associate’s or Bachelor’s degree in IT, business, or a related field of study.
• Experience in process improvement or project management.

Level II:

• Required:
• A Bachelor's degree in IT, business, or a related field or equivalent years of relevant professional experience required.
• Minimum 2 years of experience in Managed Services, Cloud Services, or IT project delivery.
• Proven knowledge of cloud platforms, telecommunications, and complex IT implementations.
• Experience in process optimization and project coordination.

Level III:

• Required:
• A Bachelor's degree in IT, business, or a related field or equivalent years of relevant professional experience required.
• Minimum 5 years of experience in Managed Services, Cloud Services, or IT project delivery.
• Advanced knowledge of cloud platforms, networking, VoIP services, and connectivity.
• Proven ability to prioritize and manage multiple complex projects simultaneously.

Senior:

• Required:
• A Bachelor's degree in IT, business, or a related field or equivalent years of relevant professional experience required.
• Minimum 8 years of experience in Managed Services, Cloud Services, or IT project delivery.
• Expert knowledge of cloud platforms, VoIP services, bandwidth, and IT infrastructure.
• Proven success in leading process improvement initiatives and managing complex implementations.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen, as well as a telephone. Must be able to work a flexible schedule shared by other department members including some evenings and weekends.