Customer Implementation Manager (f/m/d)

Rhenus SE & Co. KG; Hilden; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A logistics and services provider in Nordrhein-Westfalen is seeking an experienced project manager to lead customer implementation projects. Responsibilities include managing onboarding processes, defining reporting needs, and facilitating stakeholder communication. The ideal candidate has strong project management skills and proven experience in customer relations, with the ability to create necessary documentation and training materials. This position offers opportunities for process improvement and standardization.

Qualifikationen

• Strong project management skills and ability to lead implementations.
• Proven experience in customer onboarding and stakeholder communication.
• Ability to create and maintain essential documentation.

Aufgaben

• Manage and execute customer implementation projects.
• Lead customer onboarding process with coordination of stakeholders.
• Create and maintain essential documentation for projects.
• Conduct training for internal and external stakeholders.
• Collaborate with teams to gather and assess customer requirements.
• Act as the primary contact during the onboarding process.
• Define reporting needs and collaborate with the BI team.

Jobbeschreibung

Management of End-to-End Customer Implementations:

• Manage and execute customer implementation projects from scope to delivery, coordinating stakeholders and timelines.
• Lead the customer onboarding process, collaborating with customers and internal teams to ensure smooth integration into operational processes.
• Create and maintain essential documentation including project plans, Standard Operating Procedures (SOPs), Internal Operating Procedures (IOPs), process flowcharts, and performance reports.
• Conduct training and rollout of procedures to internal as well as external stakeholders.

Customer Requirement Analysis and Service Alignment:

• Collaborate with customers and internal teams (e.g., Key Account Managers, Tender Management, Product) to gather and assess requirements.
• Perform feasibility checks and translate customer needs into operational processes with Operational Excellence and OKAMs.
• Ensure effective use of solutions such as integration tools, tracking, and performance dashboards.
• Stay current on product features and share updates with sales and account teams.

Stakeholder Engagement and Communication:

• Act as the first point of contact for customers and internal stakeholders during the onboarding process.
• Facilitate the onboarding of OKAMs during the implementation process and maintain close alignment to ensure a smooth transition and sustainable embedding of the customer into the organization post-implementation.

Reporting and Data Analytics:

• Define customer reporting needs and work with the BI team to deliver dashboards and data tools.
• Develop hybrid reporting in Excel if needed and train OKAMs on reporting frameworks.

Process Improvement and Standardization

• Proactively identify and recommend enhancements to streamline customer implementation processes, contributing to standardization efforts and continuous process optimization initiatives.
• Actively contribute to the ongoing development, documentation, and enhancement of the global implementation framework and standardization initiatives.

Risk Management and Issue Resolution

• Proactively identify and mitigate risks throughout the onboarding process.
• Lead resolution of implementation issues in collaboration with internal and external stakeholders.
• Capture and apply lessons learned to improve future implementations.