Manager, Implementation Services 

LBMX is growing again . . .

We are seeking a Manager, Implementation Services 

LBMX is a dynamic and growing software solutions company with an international perspective, located in London, Ontario.  LBMX is the leading business marketplace provider for Buying Groups and Purchasing Co-operatives.  With a flourishing customer base throughout North America, the United Kingdom and as far away as New Zealand and Australia, we are sure to offer a breadth of experience that provides the successful candidate with endless opportunities to expand their abilities. 

As we continue our growth trajectory, we are seeking a dynamic, passionate, and driven individual to join our team as the Manager of Implementation Services. 

If you are an experienced candidate looking for an exciting future and you’re someone who is passionate about life, takes ownership of their role, isn’t afraid to roll up their sleeves and thrives being part of a team then we invite you to apply. 

Come and help us make LBMX a better company and an even better place to work! 

Position Description:  

As the Manager, Implementation Services, you understand client advocacy.  Although you will be responsible for the successful delivery of the LBMX platform, your main role will be leading the team with a strategic and growth mindset.    

LBMX is looking for a professional manager to examine our onboarding and project implementation processes and redesign them as needed. You will ensure that your team and their processes (training, onboarding etc.) are customer ready to ensure our continued manageable growth.  Scalability and effective processes are key!  

You will also be responsible for mentoring and coaching the Implementation team members to deliver on-time and on-budget implementation services.  This will assist us in achieving our goal of high customer confidence in our solutions when they go into production.

Be a leader in the organization around project management standards, including both client and facing internal understanding: 

• Stay current on project/ onboarding evolution, standards, and best practices 
• Look for opportunities for increased project efficiencies within the department 
• Analyze and review patterns of risk and friction within the project implementation process to identify issues that can be resolved with training, communication, or better process 
• Manage and guide the Implementation Team to produce best in class results: 
• Work with the team to ensure projects are being created and delivered with a high level of excellence 
• Review and manage project backlog to ensure services are being correctly scheduled and prioritized  
• Work closely with Project Managers to ensure that status updates and progress for projects are completed accurately and on time 
• Ensure that post-project reviews are completed quickly, with clear accountabilities for action items to make the next project more successful 
• Ensure documentation is accurate and complete for all changes and updates 

Responsibilities 

• Proactively focuses on improving processes and communicating issues.  
• Create new standard operating procedures (and related documentation) that can be used to further advance our operational understanding and autonomy. 
• Drives multiple concurrent client implementations ensuring they are complete within forecasted time frames and budget. 
• Responsible for the success of your team’s client implementations and ultimate client satisfaction  
• Manage any high visibility, complicated, or other projects as assigned 
• Act as an escalation point for critical client issues, communicate, and manage communication with clients as needed 
• Works closely with your team (Implementation), Customer Support, and the Solution Engineering team to ensure a smooth hand-off from implementation to after-care support 
• Build a culture of continuous improvement and high performance via feedback, coaching and staff development 

Requirements:

Need to Have 

• 3+ years relevant team lead, management, or leadership experience 
• 2-3+ years experience in project management, software delivery or customer success 
• Strong interpersonal skills, able to build effective working relationships, solicit co-operation and resolve conflicts with a variety of stakeholders both internally and externally 
• Excellent training and presentation skills 
• Experience in project management, customer success or account management  
• Exceptional client service mentality 
• Team player with excellent communication skills 
• Experience in developing processes and training documents  
• Ability to explain products, features and functionality with technical accuracy and simplicity 
• Ability to travel when needed 5-10% to visit clients or attend conferences 

Nice to Have 

• PMP certification could be an asset 
• Experience in a SaaS organization 

The Perks of Working with us! 

• Competitive salary and benefits including a health spending account and employee assistance program
• 3 weeks vacation to start with additional paid “LBMX holidays” throughout the year
• Company matched GRSP contributions
• Education subsidies for job related courses
• Maternity/Parental and Compassionate Care Leave Top Up Program
• $500 Staples Allowance for new hires
• Named one of Canada’s Top 100 Small & Medium Employers (2022, 2023)
• Named one of London’s Best Places to Work (2022)

About LBMX Inc. 

At LBMX, we care about shared prosperity and believe in the power of independent businesses and their buying groups to create sustained economic growth. This belief comes from two decades of providing the world’s only group focused technology and advisory services to help buying groups, purchasing cooperatives and their independent businesses flourish.  

We are a leading business marketplace experience provider that helps independent businesses, their buying groups and suppliers buy better and sell more. Our premier solution has transformed billing and ordering, rebate programs management, real-time analytics, e-commerce and product information management across building materials, sporting goods, industrial manufacturing, food equipment, grocery and agricultural industries.  

LBMX is a global company with headquarters in London, Ontario and presence across Canada, United States, United Kingdom, Australia and New Zealand.   

LBMX is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. LBMX is also committed to providing accommodations throughout the interview and employment process. If you require any accommodations, please let us know and we will work with you to meet your needs. 

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