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Client Implementation Manager

2 months ago

Sydney, New South Wales, Australia Cuscal Full time
{"title": "Client Implementation Manager", "content": "About the Role

Cuscal is seeking a skilled Client Implementation Manager to join our Client Delivery Team. As a key member of our team, you will be responsible for guiding clients through the onboarding journey and continually improving client implementation practices in line with market developments and product evolution.

The ideal candidate will have demonstrated client delivery experience in a multi-client service environment, project management expertise, and practical experience using workflow tracking tools. They will also have a strong understanding of the payments industry and be able to work in a regulated financial services environment.

Key Responsibilities
  • Manage client expectations and ensure a seamless integration process through clear communication and meeting agreed deliverables.
  • Deliver and implement catalogue implementation requests to client implementation expectations according to agreed scope, delivery timeframes, and costs.
  • Facilitate communication between Cuscal clients, Cuscal product teams, vendors, and the Cuscal Technology team for the purpose of delivering catalogue requests.
  • Document, review, and refine implementation processes to achieve greater efficiency and/or client satisfaction.
  • Identify and implement process improvements based on feedback received from clients and internal gap analysis.
  • Share product and technical knowledge through internal training sessions and on-the-job application.
  • Drive improved client experience by collecting and analyzing results of client and business satisfaction surveys following all client implementations.
  • Oversight of regular reporting, ensuring the quality of information captured is accurate and up-to-date for the Client Implementation Team portfolio.
About You

To be successful in this position, you will have the following skills and experience:

  • Demonstrated client delivery experience in a multi-client service environment.
  • Project Management - demonstrated expertise in project planning and execution.
  • Practical experience using workflow tracking tools (e.g. Jira, CRM).
  • Process Management – The ability to separate and combine tasks into efficient workflows.
  • Experience working in regulated financial services environment – knowledge of the payments industry highly regarded.
What We Offer

Cuscal offers a dynamic and inclusive work environment, with opportunities for career growth and development. We provide a range of benefits, including flexible work arrangements, online learning, and career planning tools. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work.

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