Client Implementation Lead

3 weeks ago

Sydney, New South Wales, Australia Cuscal Limited Full time
Client Implementation Manager Job Description

Cuscal Limited is seeking an experienced Client Implementation Manager to join our Client Delivery Team.


The successful candidate will guide clients through the onboarding journey and continually improve client implementation practices in line with market developments and product evolution.


Key Responsibilities:

  • Ensure clients experience a seamless integration process through management of expectations, clear communication and meeting agreed deliverables.
  • Manage, 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 analysing 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.

Requirements:



  • 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.

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