05/09/2025
Another exciting career opportunity:
https://muni-link.com/about/careers/implementation-lead-2/
Implementation Lead
Muni-Link has an immediate opening for a full-time Implementation Lead at our office in Bellwood, PA. The Implementation Lead plays an integral role in Muni-Link client satisfaction by preparing and guiding new clients through the implementation process. They work closely with clients, moving from their current utility billing software to Muni-Link to facilitate a smooth and timely transition. Specifically, the Implementation Lead is responsible for handling all tasks related to an assigned project from the initial meeting through Go Live and will act as an intermediate between the client and internal resources during this time. He/she will also have direct involvement in advanced tasks during the implementation phase that directly impact client satisfaction. This is a multifaceted role; managing, implementing, consulting, training and supporting multiple clients at one time.
Note: depending on the size and complexity of a project, a Project Manager may be assigned to work with the Implementation Lead.
Responsibilities & Duties
• Establish and successfully manage relationships with clients as assigned.
• Analyze client's business processes and determine the best fit with the product while managing client expectations.
• Perform and lead the setup, configuration, and testing of client’s instances to ensure proper functionality.
• Coordinate internal resources and third parties/vendors for the flawless ex*****on of projects.
• Conduct verbally training sessions directly with the client’s staff members on the product and the appropriate processes to fit their needs.
• Assist the Data Conversion Team in planning a data migration strategy.
• Guide the client in reviewing the converted data to reduce data loss.
• Act as filter and a first line of contact to document bugs or feature requests before they are submitted to development.
• Report and escalate issues to Project Manager or supervisor as needed.
• Maintain constant review of project statuses and individual tasks, updating project tracking tools in a timely manner.
• Work with the Project manager or supervisor to manage changes to the project schedule.
• Provide clients with support until the implementation project has been completed and the client is transitioned to the Customer Support Team.
Additional Responsibilities
• Provide input and recommendations for improvements for internal processes to provide efficiency and effectiveness.
• Assist other Muni-Link colleagues on implementations or projects as appropriate with supervisor's approval.
• Help report and maintain feature requests.
• Individually or in a group setting contribute to documentation.
Qualifications & Skills
• Bachelor’s Degree (or equal experience) in business or accounting.
• Customer Service Oriented,
• Proven working experience in software implementations and databases.
• Fundamental knowledge of excel and analyzing data.
• Solid business background with understanding and/or hands-on experience in software.
• Development and web technologies. Municipal experience preferred.
• Exemplary verbal and written communication skills.
• Excellent client-facing and internal communication skills.
• Solid organizational skills include attention to detail, multi-tasking skill and the ability to pivot from one topic to the next with ease.
• Strong interpersonal skills and core values include a positive attitude, focused, creative, determined and willing to collaborate across teams.
• Self-starter with the ability to identify need for and develop processes and materials.
Office hours are Monday - Friday, 8:00am - 5:00pm; however, it is feasible that this position would train clients in other time zones, so other office hours may apply.
Limited travel may be required based on assignments.
If this sounds like the position for you and you have the technical knowledge and the desire for success, we want to speak with you today!!!
Apply for the Implementation Lead role at Muni-Link. Drive customer satisfaction and manage software implementations. Discover your future with us!
