Solution Implementation and Support Lead

Smart Applications International

  • Mauritius
  • Permanent
  • Full-time
  • 1 month ago
Key responsibilitiesKey responsibilities and accountabilities: * Lead the planning, execution, and delivery of all product implementation projects including training within the assigned region, ensuring timelines, quality, and value realization are achieved.
  • Manage, coach, and mentor Implementation and Support Executives to ensure consistent performance, technical competency, and high-quality service delivery.
  • Coordinate with sales and Regional Business Managers to align deployment schedules with commercial opportunities and customer onboarding.
  • Ensure regional deployments integrate all relevant Smart solutions, including Smart EDI, Smart Clinical Master List, Smart Analytics, and other platform modules.
  • Maintain accurate documentation of all regional projects, deployments, and client interactions, providing monthly reports to the Head of Section
  • Support reference site development within the region by ensuring successful implementation, user adoption, and structured documentation of best practices.
  • Capture customer feedback, feature requests, and improvement opportunities from the region and escalate them to the Head of Products & Project Implementation to feed the innovation pipeline.
  • Monitor project budgets, timelines, and resources within the region and escalate risks or issues proactively.
  • Lead and manage Service elements to ensure consistent achievement of defined Service Level Agreements (SLAs), driving operational excellence and customer satisfaction.
  • Alignment and integration of regional deployments with commercial and sales objectives
Hard skillsSoft skillsGood to knowGoals & Performance Metrics:1. Full understanding of the business and role requirements.
2. Able to run small technological implementation projects.
3. Able to provide great customer service.N+1 Management Style:Candid and coaching approach.Career Progression Opportunities:The Lead will have an opportunity to grow into a management role in 12months. During the first 12months, the Smart team will coach, train and upskill the right person to grow into a management roleBenefits & Culture:Candidate must align with the company culture and values of integrity, continuous learning, clear communication and ambitious.Candidate Selection Criteria:- Effective communication skills both oral and written (French & English)
- Bright, highly self-motivated and driven
- Ability to solve problems quickly and completely
- Reliable, flexible and cooperative
- Personable and approachable, with an enthusiastic and motivational nature and an overall passion for excellenceWork condition:Flexible, Monday to Friday.Message from your future manager N+1:Dear candidate,
If you wish to grow in a dynamic environment and are ambitious, this role is the right fit for you.All the best,
Smart Team

Careerhub