• Hiring, training, motivating and coaching Implementation Managers (IMs) • Accomplishing team results by communicating job expectations; planning, monitoring, and appraising job results • Defining objectives, identifying and evaluating trends and options, and evaluating outcomes • Maintaining quality service by enforcing quality and customer service standards • Analyzing and resolving quality and customer service problems, and recommending system improvements • Organizing and overseeing team training needs in collaboration with engineering and the Directors of Implementation and Support • Troubleshooting, overseeing and supporting/escalating issues in the implementation process