Client Experience Implementation Manager

Client Experience Implementation Manager

Full-time |  GemOne | Location – Olathe, KS 66062

GemOne is a TECH company within the TVH Holding that aims at developing future-proof Smart Telematics solutions for optimal fleet performance management in multiple domains such as: track & trace, operational efficiency, security & safety and service & maintenance. We offer cloud-based solutions and the necessary hardware components to intelligently gather and enrich data of industrial equipment to streamline fleet management related processes.

To support the rapid and aggressive market growth of GemOne America’s operations, we are looking for a Client Experience Implementation Manager. This position reports to the Client Experience Director – Americas. This role plays an integral function in all internal and external customer support needs in the pre-sale, sale and post-sale customer life cycle. The Customer Service Specialist, will assist in all aspects of the Order-to-Cash process, including serving internal and external customers, external clients (dealers and end customers).

YOUR ROLE AND RESPONSIBILITIES

• Oversee all aspects of the Order-to-Cash process, including order confirmation, entry, logistics, and invoicing for both internal and external customer support.
• Collaborate with cross-functional teams, including sales, technical support, accounting, and senior management, to ensure smooth workflow and alignment on business objectives.
• Coordinate with team members across disciplines to ensure project requirements, deadlines, and schedules are met.
• Manage project deliverables by gathering, analyzing, and summarizing updates, and preparing detailed status reports.
• Manage high-profile projects, ensuring that all milestones are met, key stakeholders are engaged, and objectives are delivered on time. Oversee the end-to-end process, from initiation to successful implementation, with a focus on customer satisfaction
• Facilitate client-driven change requests, ensuring all stakeholders are informed about the impacts on project timelines and budgets.
• Address customer order inquiries and resolve any complaints promptly and professionally.
• Contribute to GemOne's overall customer experience strategy, ensuring high levels of satisfaction.
• Provide and manage basic customer support tickets, ensuring timely resolution.
• Assist with non-warranty product returns and credit processes.
• Participate in customer service improvement initiatives to enhance overall support.
• Support inventory management by assisting with stock levels and replenishment orders.
• Foster a culture of cross-functional collaboration, breaking down departmental silos to improve efficiency and communication.
• Lead cross-selling and up-selling initiatives with existing clients to drive additional business.
• Prioritize tasks effectively while ensuring adherence to Key Performance Indicators (KPIs).
• Communicate professionally and effectively with both internal and external clients.
• Consistently contribute to a respectful work environment that promotes productivity, growth, and team success.

Competencies

• Customer Mindset: Exceptional customer experience to internal and external clients and internal departments is a primary focus while performing job duties. Quality is a top priority.

• Adaptability & Innovation: Proactively and willingly adapts to changing business needs and conditions and presents creative and fresh ideas on how to solve problems, gain efficiencies and improve quality.
• Relationship Building: Builds constructive working relationships characterized by a high level of inclusion, cooperation and mutual respect with clients and internal colleagues.
• Accountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements
• Talent Development (Self and Others): Displays an ongoing commitment to learning and self-improvement; making an effort to acquire new knowledge or skills associated with job responsibilities. Willingness to work with others and coach/teach in effort to develop and support other employees’ development.
• Program / Project Management: Oversee the fulfillment of high profile clients or projects. Coordinates activities between multiple internal and external clients. Provides detailed attention to strategy, project delegation, and program implementation

HOW TO SUCCEED 

• Bachelor’s degree in a business-related field.
• At least 2 years of experience in a Customer Service role (preferred).
• 2+ years of project management or related experience.
• Exceptional communication and organizational skills.
• Strong interpersonal abilities and highly resourceful.
• Team-oriented with a flexible mindset, yet also a self-motivated individual who can work independently and take initiative to complete tasks.
• Strong analytical skills with a results-driven approach and a strong sense of responsibility.
• Problem-solving mindset and the ability to think critically.

WHAT’S IN IT FOR YOU

You’ll be part of a people-centric culture, where your well-being matters.  Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar for dollar 401(k) match up to 6%. At our HQ, there’s an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers. 

We also offer:

• A great opportunity to grow personally and professionally in a scale-up environment with the backing of a large global corporation (TVH).

PEOPLE ARE AT OUR HEART

TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.

ABOUT TVH

TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.

TVH is an Equal Opportunity Employer. TVH will not discriminate against applicants based on race, color, religion, national origin, sex (including pregnancy and gender identity), sexual orientation, genetic information, or because they are an individual with a disability or a person 40 years old or older.