Manager, Technical Services
Vertical HR - North York, ON

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  • Report to VP of sales on all technical matters related to clients and external stakeholders as per weekly schedule
  • Offer guidance and coaching to new and existing employees on Company implementation and project management “Best Practices”
  • Organize and conduct regular team meetings to gain visibility and an understanding of operational issues related to delivery of Company solutions
  • Prepare reports and recommendations to GM, VP of Sales on status of key organizational KPIs. (Key Performance Indicators)
  • Responsible for day to day customer and delivery of Company solutions
  • Coordinate and share knowledge, as well as, offer assistance to other members of the Implementation Services team to resolve technical issues
  • Assist Client with the installation of Company software as warranted.
  • Facilitate the entire Implementation testing process of the Client as warranted
  • Identify, prioritize and build improvement solutions for new requirements and/or current processes by working cross-functionally within the business unit and various internal/external departments
  • Manage KPIs and drive the organization to stay on track and meet deliverable according to plan
  • Lead all assigned projects from beginning to end: defining objectives; gaining stakeholders’ commitment; business requirement gathering; plan all tasks including resources, work schedules, milestones and deadlines; devise a communication plan; execute, monitor and control the project; and close out of the project.
  • Responsible for helping sales team to drive deal negotiation and closure.
  • Identify and define growth opportunities in the market for the business
  • Work collaboratively with all stakeholders to execute product entry and optimization as required
  • Serve as technical point of contact during the Implementation phase as required
  • Provide reports and status updates of activities using existing PM practices and tools integral to a client’s project
  • Create and coordinate Client’s Software delivery plan with Trading Partner Specialist and Integration Teams
  • Assist Client with creating and sending both test transactions and bar-code labels as warranted
  • Analyze transaction test results and provide the Client instructions to fulfill requirements
  • Work with other departments to achieve high 100% of total Client satisfaction as per established KPIs
  • Recognize and respond to the individual needs of Clients to ensure their satisfaction.
  • Ability to recognize and communicate software and mapping issues to Sales, Development, Integration and Trading Partner Specialist teams


  • Superior leadership and communications skills required: strong written and verbal communication
  • Strong Cross-Functional skills and ability to manage in a Matrix Environment
  • Project Management Principles and Experience (PMP knowledge an asset)
  • Highly self-motivated, accountable, focused, disciplined and organized with a high propensity for detail
  • Experienced in conflict resolution
  • Enjoys a fast paced, innovative and demanding environment
  • Possess a good understanding of analytics and a technical acumen
  • Team player and thrives in a collaborative environment
  • 5-7 years of executing software delivery plans
  • Minimum 4-5 years project management experience
  • 3-4 years in managing and working with cross functional teams in North America
  • Experience managing multiple concurrent cross-functional projects
  • Bachelor's Degree or track record of Continuing Education with a recognized Educational Institution


Compensation is discussed with qualified candidates.