Implementation Manager (Check-it)

Nallian is a fast-growing tech scale-up that is already considered one of the leading players in the international air cargo industry regarding enabling collaboration. Our solutions empower the different parties in the supply chain to work better together by coordinating their activities and sharing data. We work with some of the world’s largest airports and leading logistics players and we’re on a mission to enlarge our footprint in the market.

As an Implementation Manager, you will be at the forefront of driving successful implementations of the Check-It Product for new customers and following up and supporting the usage of our product by existing customers after the implementation phase.

Next to Implementation Manager, you also take up the internal role of Product Expert, in this role you support other departments with your thorough knowledge of the product, or you keep them up-to-date about the expectations of our customers.

As an Implementation Manager, you will be responsible for:

• Taking care of new customers’ implementations: guide the customers through all phases of implementation from user acceptance testing to training, to change management. You will oversee all implementation projects, ensuring timely delivery, budget constraints and customer satisfaction.
• Usage support for new and existing functionalities both for existing customers and new customers.
• Providing technical expertise to our customers, fostering trust, and building as well as maintaining strong relationships with them to understand their evolving needs.
• Designing and implementing new check-it lists based on our standard product and existing cases. You will make the necessary adjustments based on customers' needs and build scalable and future-proof implementation and training material for customers as needed.

As a Product Expert, you support and collaborate with your colleagues:

• With the Sales & Marketing Team:
• Provide product expertise during pre-sales activities and assist in the development of sales and marketing collateral and product documentation.
• Conduct or assist product demos and workshops and participate in product launches, webinars and promotional events.

• With the Product Management & Analysis Team:
• Collaborate to convey customer feedback and contribute to product enhancements.
• Give input for the product strategy by identifying opportunities for product improvements and innovation based on customer needs and industry trends.
• Share short-term customer expectations and new feature requests (keeping in mind to manage expectations on the customer side).
• With the Support Team:
• Make Product second line support scalable together with the Support department.
• Follow-up support tickets (urgent customer questions and issues) and help your colleagues with your product knowledge.

• Today you will do this yourself, but in the future in collaboration with a potential customer success team:
• Generate regular reports on product usage, key performance indicators, and other relevant metrics.
• Help the customer to make use of the usage reporting and trigger them to grow usage of our product.