Software Implementation & Support Manager

Job Description

Essential Duties and Responsibilities:

Implementation Leadership :

• Lead software implementation projects from planning through post-go-live support.

• Analyze customer software needs and requirements and translate them into implementation plans, timelines, and milestones.

• Manage configuration and customization of software applications to meet customer and organizational requirements.

• Coordinate with development and IT teams to ensure proper integration, testing, and functionality.

• Ensure thorough testing, quality assurance, and validation of software before and after deployment.

• Maintain accurate records of implementation activities, configurations, and project documentation.

Support & Customer Success:

• Oversee customer support operations related to software functionality, troubleshooting, and issue resolution.

• Ensure timely and effective resolution of customer issues, from initial intake through completion.

• Monitor support tickets, escalations, and response times to ensure adherence to support standards.

• Serve as an escalation point for complex or high-impact customer issues.

• Maintain strong customer relationships and act as a trusted point of contact for support and implementation matters.

Team Coordination & Process Management:
• Provide guidance, direction, and mentorship to team members.

• Establish, document, and enforce standard procedures.

• Communicate customer concerns, trends, and risks to management and relevant internal teams.

• Identify opportunities for process improvement to enhance efficiency, quality, and customer satisfaction.

Operational & On-Call Responsibilities:

• Manage a rotating on-call support schedule for nights and weekends, as required.

• Perform related duties as assigned by management.

Qualifications:

Required

• Bachelor’s degree or equivalent work experience

• Proven experience in software implementation, configuration, and customer support.

• Strong analytical, troubleshooting, and problem-solving skills.

• Proficiency in project management software and tools (e.g., JIRA, Smartsheets)

• Excellent written and verbal communication skills.

• Ability to interact professionally and courteously with customers, stakeholders, and team members.

• Ability to work independently while effectively managing priorities and multiple projects.

Preferred

• Experience supporting or implementing public safety, corrections, or law enforcement software.

Black Creek Integrated Systems is a leading provider of security and safety solutions, specializing in Real-Time Location Systems (RTLS). Our cutting-edge technology ensures the seamless integration of security and operational systems, empowering organizations to enhance their overall safety and efficiency. As a dynamic and innovative company, we are committed to delivering exceptional solutions that meet the evolving needs of our clients.

Black Creek Integrated Systems is a leading provider of security and safety solutions, specializing in Real-Time Location Systems (RTLS). Our cutting-edge technology ensures the seamless integration of security and operational systems, empowering organizations to enhance their overall safety and efficiency. As a dynamic and innovative company, we are committed to delivering exceptional solutions that meet the evolving needs of our clients.