Implementation Project Manager (Exponet)

• Lead the team - Manage and prioritize the work of the team (two team members), allocate projects and tickets, and provide mentoring, feedback and professional development.
• Implementation and onboarding - Own end-to-end implementation projects: understand the customer’s processes, define and configure the system, migrate data, deliver training, go live and support the customer afterwards. Meet timelines and the allocated hours budget.
• Support - Manage tickets according to SLA, handle escalations and identify recurring issues. Route bugs and enhancement requests to R&D in an orderly way.
• Customer relationships - Accompany key customers, manage expectations, handle sensitive situations and drive satisfaction and retention.
• Knowledge and processes - Build a uniform implementation methodology, templates and guides. Manage the knowledge base and customer training materials.
• Cross-functional collaboration - Work closely with Sales (handover of new customers), Product and R&D (field feedback) and management.
• Reporting and metrics - Track workload, utilization, handling times and customer satisfaction, and report to management., * Implementation delivery - Meeting timelines and the hours budget in implementation projects.
• Service levels - Meeting SLA and resolution times.
• Customer outcomes - Customer satisfaction (CSAT) and retention.
• Team ramp-up - Time to certify a new implementer.
• Knowledge base - Coverage and freshness of the knowledge base.

• Implementation experience - Experience implementing software or enterprise systems (3+ years recommended).
• Team leadership - Experience managing a team or providing professional leadership to one.
• Customer and project management - Experience working with business customers and managing projects.
• Training ability - The ability to teach and explain a complex system to business users.
• Communication and service - Excellent interpersonal communication and a high level of service orientation.
• Languages - Good command of both Hebrew and English.
• Availability - Full-time position, with in-office presence four days a week in Bnei Brak.
• Industry knowledge - Familiarity with construction, infrastructure, project management or engineering advantage.
• Systems experience - Experience with project management, planning (Gantt) or workflow systems - advantage.
• Support background - Technical support experience and working against SLAs - advantage.
• Priority software - Familiarity with Priority software - advantage.
• Education - A relevant bachelor’s degree - advantage.

Exponet, part of Priority Software Group, is a platform for managing construction and infrastructure projects. It accompanies a project from tender and budgeting through Gantt planning and execution tracking.