Implementation Manager

Our Core Philosophy: (in)Trust - A Culture Built on Trust

At SunStream, we embrace our "One Word Why" - (in)Trust. This powerful concept represents our unwavering commitment to trust as the foundation of our relationships with clients, employees, and stakeholders. Trust isn't just a part of our services; it's the bedrock of our culture.

As we join forces to create value, we promise to operate (in)Trust with you at every step. Joining the SunStream team means engaging in purposeful work, achieving financial well-being, and thriving in an exceptional culture. Our owners, clients, and employees (in)Trust us to deliver strong returns, steward resources effectively, and provide opportunities for growth and value, all within a framework of mutual trust.

The Opportunity

SunStream Business Services, a leading managed IT service provider that supports Farm Credit lending institutions, is seeking an Implementation Manager to play an important part in delivering our products and services to our customers. Reporting directly to the Chief Product Officer, this position key to the success of SunStream and our customers' Digital Transformation and is responsible for ensuring successful project implementations. The role includes responsibility to organize and oversee training, communications, change management, go-live readiness and Day 1 support, including proactive support, incident resolution, management of service requests, and continuous improvement efforts. The ideal candidate will thrive in a customer-facing, "roll up your sleeves" environment, balance technical expertise with business acumen, and ensure product and services are delivered with reliability and trust.

What You'll Be Doing

Implementation Planning

• Breaking down complex implementations into manageable phases, tasks, and milestones to create and execute an implementation plan that addresses the necessary tasks to ensure success. This includes but is not limited to migration execution, user testing, training, change management, cutover, and post-migration support.

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  Managing the implementation process for product upgrades and deployments, identifying and mitigating risks for each customer.

  
  

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  Ensuring scalability, security, and integration across multiple systems and platforms

  
  

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  Identifying opportunities to improve efficiency, automation, or standardization across implementations

  
  

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  Providing support for project-related audits.

  
  

Coordination and Communication

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  Ensuring customer implementations go smoothly and business value of the products is understood and realized by the customer, including:

  
  

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  Coordinating and planning with customers, internal stakeholders, and senior leadership to ensure all parties of aware of and prepared for their roles in upcoming implementations.

  
  

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  Creating and managing a communication plan for internal and external stakeholders

  
  

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  Documenting and executing structured change management processes (CAB approvals, rollback plans, etc.)

  
  

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  Effectively capturing and enacting feedback as needed throughout the implementation process.

  
  

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  Providing regular reporting and analysis on implantation success, including key metrics, to inform decision-making and drive continuous improvement efforts.

  
  

Relationship Management

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  Building strong working relationships built on trust.

  
  

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  Collaborating with customer success, product owners, and project leaders to identify key stakeholders (internally and externally), program components, interdependencies, and solidify implementation plans.

  
  

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  Managing expectations, communicating progress, challenges, and changes. Escalating appropriately within the company and with customers when necessary.