Implementation Manager

Come join the MVT family!!! MVT is now hiring Implementation Managers for our team in El Paso, TX!

The Implementation Manager is responsible for monitoring the performance of the existing and newly onboarded customers of the business using Key Performance Indicators (KPIs). Works closely with the Account Manager to gather and analyze data to determine the customers' satisfaction level and identify areas for improvement. In addition, the implementation manager collaborates with the Director of Customer Success to develop strategies to enhance employee efficiency and productivity while setting measurable targets. 

Responsibilities:

• Effectively resolve issues and escalate as needed through appropriate management channels. 

• Communicate issues clearly and professionally to relevant stakeholders, including management and other team members. 

• Collaborate with cross-functional teams to identify and implement solutions to issues, ensuring timely resolution and ensures proactive communications.  

• Schedule meetings to proactively identify and resolve any customer service issues. 

• Manage day-to-day operations with the Customer Success Manager. 

• Review and audit customers/BI scorecards with the customer success team, as well as outside departments. Including managing a master file for executive.   

• Coordinate with other members of the team to ensure that projects are completed on time. 

• Conduct customer success employee training courses.  

• Create SOPs for customer scorecards in how to view and troubleshoot.  

Qualifications:

• High School Diploma or equivalent required. 

• One-year related experience and/or training; or equivalent combination of education and experience preferred. 

• Proficient in Microsoft Office Suite or related software. 

• Proficient in excel for reporting, tracking and gathering data.  

• Proficient in AS400 and PC Miler. 

• Demonstrated ability in developing and implementing Customer Service process and procedures. 

• Ability to identify process tools and implement Standard Operating Procedures related to Customer Services operations. 

• Knowledge and understanding of MVT Divisions. 

• Required to work intermittent weekends based on business needs. 

Job Benefits:

• 401(k)
• Dental Insurance
• Health Insurance
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Vision insurance

Benefit Conditions:

• Only full-time employees are eligible.

Mesilla Valley Transportation began in 1982 as a small independent fleet in the Southwest. In the late ’80s, MVT went through a controlled growth spurt and began to encompass the 48 connected states and Canada.

Today, Mesilla Valley Transportation is one of the largest locally-owned Truck Load carriers in the U.S. We specialize in time-sensitive service between major manufacturing areas in the U.S., Canada, and Mexico borders.

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