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Project Manager Implementation Services

Company Overview

Materials Management Microsystems, Inc. is a small, privately-held corporation founded in 1991 with its home office in Mequon, Wisconsin. The company has a number of software products that it has developed to help with the operation and management of the sterile processing function in hospitals. The company serves its customers by providing implementation and technical support for its software. For further information, search for our web site with the keyword "mmmicrosystems".

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General Information

? Employee works primarily from home

? Full time position

? Requires approximately 100 days on-site at customer sites per year

? Employee reports to the Director of Implementation Services

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Objectives of the Position

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Successfully implement Microsystems? products (80%)

?Ensure customer satisfaction

?Provide project management leadership

?Provide services within budget of the customer?s purchase order and in a timely manner

Provide client services for assigned customers (15%)

?Ensure customer satisfaction and retention

?Drive customer proficiency in use of existing products and modules

?Identify sell-in revenue opportunities

Contribute to the success of Microsystems? Customer Education Program through participation as directed (5%)

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Detail of Responsibilities

I. Implementation of Microsystems? products - 80%

?? A. Prepare an implementation plan for each installation

????? 1. Determine customer?s priorities for use of the system

????? 2. Custom design implementation to fully meet customer?s needs

????? 3. Develop and keep up-to-date the project plan

????? 4. Provide planning calls and other types of assistance to help customer stay focused on what they?need?to do

?? B. Prepare for all aspects of each site visit

????? 1. Coordinate with the customer and other Microsystems employees as needed regarding implementation schedule, agendas, data, implementation readiness

????? 2. Provide the customer with relevant materials (agendas, schedules, manuals, website login, etc.)

????? 3. Ensure that the customer is ready for the visit and has made the necessary plans and preparations at the facility

????? 4. Ensure that necessary equipment and supplies are on site

????? 5. Arrange for flights, hotel, ground transportation

????? 6. Add visits, planning calls, web demos to the SharePoint calendar

????? 7. Coordinate the entry of customer?s data with the Data Team and ensure that the status of the data entry is factored into the project plan and site visit schedule

????? 8. Coordinate the setup of the customer?s file server with Microsystems? Technical Support Group

????? 9. Fulfill any customer-specific vendor requirements such as TB test, immunizations, sign in, etc.

?? C. Conduct on-site visits

????? 1. Set up equipment, if necessary, and ensure that it operates correctly

????? 2. Check computers to see that they are operating correctly

????? 3. Perform tasks required for visit, such as printing bar code labels, developing task list, working with IS, doing a walk-through of the department in preparation for writing the System Description, etc.

????? 4. Train customer's staff (managers and technicians) in use of Microsystems? products

????? 5. Work with customer's Surgery Department (or other departments) to explain the purpose of the system and the benefits they might expect

?? D. Following each visit

????? 1. Prepare thorough, accurate trip reports within two weeks of the visit

????? 2. Follow up with Microsystems staff as needed

????? 3. Follow up with customer periodically until the next visit

?? E. When the implementation is complete

????? 1. Prepare an Account Profile for the customer

????? 2. Schedule an Implementation to Client Services transition call, provide an agenda for the call, and lead the call

II. Provision of client services for assigned customers ? 15%

?? A. Customer satisfaction and retention

????? 1. Develop and maintain a personal ongoing support relationship with key person(s) from each account

????? 2. Conduct and document in SharePoint periodic and regular communications with customers (at least quarterly), ensuring that appropriate records such as Customer Contacts and Account Profiles are updated on the basis of communications

????? 3. Develop and maintain a working knowledge of each account?s use of licensed Microsystems? products, ensuring that this information is documented in appropriate records such as the Account Profile in SharePoint

????? 4. Advise the customer of upcoming features in upgrades as soon as possible, informing customer of the value and any prerequisites such as upgraded server, workstations, additional training days, etc.

????? 5. Plan for and conduct the annual visit for each assigned account, including any additional days purchased by an account, and prepare and submit a trip report within two weeks of the visit

????? 6. Advise supervisor of any accounts that are considered to be "at risk" or in need of special attention that is beyond the scope of this position

?? B. Customer proficiency in use of existing products and modules

????? 1. Develop objectives and related plan with agreed upon milestones for customer?s enhanced use of existing modules

????? 2. Advise of and/or provide education/training in support of the plan

????? 3. Follow up with customer as appropriate to encourage progress in meeting agreed upon milestones

????? 4. Identify potential Centers of Excellence so that plans for certifying new Centers of Excellence can be appropriately coordinated and executed

?? C. Sell-in revenue opportunities

????? 1. Discuss the value of additional sell-in module capabilities with customers

????? 2. Identify products of interest to the customers and provide related information to the appropriate sales representative

????? 3. Serve as the liaison between the customer and the sales representative

????? 4. Coordinate with the sales representative and customer to ensure that the appropriate activities and follow-ups have taken place

III. Participation in Customer Education Program ? 5%

?? A. Duties to be assigned

Source: http://careerhq.pmi.org/jobs/4825315/project-manager-implementation-services

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