Implementation Manager - Coaching

General Summary

The Implementation Manager is accountable for the successful execution of client accounts across multiple levels of customization and lines of business. Acts as a strategic operations partner to the sales team in pre-sales activities; providing thought partnership for scope, resourcing, and logistics. Manages all aspects of assigned accounts to ensure work is completed on time and within scope; has overall responsibility for ensuring scope management, schedule internal/external staffing, outside vendors and contract deliverables. Guides and manages event production criteria and overall account performance.

Principal Duties & Responsibilities

Account Management & Project Planning

• Manages a portfolio of client accounts and has overall accountability ensuring exceptional client experience and the successful execution of all contracted activities.


• Set strategic direction for and execute large-scale complex projects, e.g. multi-cohort, global delivery from contracting to program close. Manages all aspects of the agreed upon service levels.


• Proactively assesses project risks (e.g., loss of revenue, loss of reputation, successful execution of contract deliverables) and partners with teams to develop mitigation strategies and resolutions.


• Secures resourcing for all phases of the project (people, facilities, vendors, hotels, materials)


• Builds trust with internal and external partners by proactively driving alignment within client teams and regularly communicating milestones & contractual scoping deliverables status updates.


• Exhibits strong understanding of the client (industry, culture, execution expectations, financial calendar, travel requirements, ).


• Responsible for the development and oversight of project implementation plans/schedules and execution of deliverable.


• Manages stakeholders’ communication (internal and external). Listens, speaks, and writes clearly and consistently for maximum impact.


• Partners with client to develop the project level communication plans as needed (e.g., welcome letters, pre-work letters, logistics, ).


• Responsible for appropriately delegating the timely entry of project level data into required CCL Confirms the data is maintained and updated regularly to ensure accurate enterprise reporting (financial, logistics, and more).


• Ensures a seamless transition of client engagement logistics to the assigned Event Producers.


• Accountable for project closing activities to include expense reconciliation, client invoice, session evaluation, delivery team debrief, client debrief, and other actions as Provide summary update to appropriate leadership and client team partners as required.


• Monitors scope and notifies team when margin target is at risk and adjustments are required.

Specific Knowledge, Skills & Abilities

• Business & Financial Acumen: Understands project financials, analysis, and performance metrics; ability to analyze and reconcile financial variances; know and understand how to drive client value; ability to prioritize the work; balances decisions around client needs, internal needs, and account


• Process Discipline: Understands process as critical to consistent client satisfaction. Always conscious of the processes and procedures; holds team accountable to process; reports process conflicts and/or issues; is accountable for the results of their actions (good or bad); take ownership to shows others that they can trust you to do the right


• Critical Thinking & Sound judgement: Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Knows when to ask for help or clarify Identifies and implements solutions to problems.


• Exemplary Communication Skills: Listens, speaks, and writes clearly and consistently for maximum impact. Ability to influence and advocate a point of view with both internal and external customers when situation requires a strong Ability to say no when appropriate.


• Client Focus: Creates a “customer first” environment to ensure a superior clients experience; understands without clients there is no CCL; anticipates client's needs and issues and can prioritize appropriately; builds a strong professional relationship with the client; provides timely communication and relevant information to meet client


• Learning Agility: Seeks out experiences that may change perspective or provide an opportunity to learn new things; enjoys experimentation, being curious and effectively dealing with the discomfort of change; pursues, responds to and uses feedback; views failures and mistakes as an opportunity to learn; focuses on what is possible, removes barriers; is persistent, focused, patient, and respectful even during stressful situations


• Digitally Savvy: Use information in various digital formats effectively and efficiently to perform job tasks


• Virtual Leadership: Strong interpersonal skills; ability to articulate clear expectations and ensure team alignment; commitment to regular and meaningful communication; willingness to invest in relationships; patience; grant and engender trust easily, create actionable meetings, leverages technology to create connections; collaborative culture

Education and Experience

• Bachelor’s degree


• 2-4 years of project management, program management or relevant


• Strong skills in Microsoft suite applications (Word, Excel, PowerPoint, MS Teams).


• Experience with Virtual Meeting platforms (Zoom, WebEx, Microsoft Skype for Business, ) a plus.


• Extensive knowledge of the project/program management. Program Management Professional (PgMP)® or Project Management Professional (PMP)® certifications preferred but not required.

Other Requirements/Experience

• Some travel may be required, primarily to various CCL locations and select client


• Depending on the region of support, the ability to speak and write in Spanish may be required or preferred.

Pay and Benefits

• The hiring range for this role is $63,281 - $68,281. Offer will be commensurate with relevant qualifications and professional
  experience.


• This is a US-based position, offering a flexible hybrid work schedule, requiring candidates to reside within commuting
  distance of one of our two US campuses: Greensboro, North Carolina or Colorado Springs, Colorado. Hybrid work involves a
  mix of onsite and remote work, with at least 2 out of 5 workdays spent onsite.


• 403(b) Savings Plan with employer contribution


• Medical insurance


• Telemedicine


• Dental insurance


• Vision insurance


• Health savings and flexible spending accounts


• Paid time off and paid holidays


• Employer-paid short-term and long-term disability


• Employer-paid life insurance


• Employee and family assistance program


• Various voluntary options for additional plans or coverage levels

Candidates must be legally authorized to work in the United States. CCL does not provide visa sponsorship for this position.