Professional Services Supervisor 
Location: US, GA, Duluth 
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Bachelor's Degree
Industry: Information Technology and Services
Function: Management
Company profile: Horizon Software International, LLC is an industry-leading food service management technology company. The company’s state-of-the-art office is located in Duluth, Georgia, approximately 30 miles northeast of downtown Atlanta.At Horizon, you will jumpstart your career with a growing, profitable software development company, offering more than just software solutions to its many clients around the world. Horizon firmly believes in Great People, Great Service, Great Products and Great Results. As a team member at Horizon, you are relied on to continually improve your operational areas and carry out the organization’s strategic initiatives.The executive management team realizes its employees create the difference that makes Horizon a great company and a great place to work. As Horizon continues to grow, it will attract and retain the very best people possible. Come in and explore the opportunities that abound at Horizon. See what the company has to offer and how you, too, can flourish in the exciting atmosphere of a successful, growing business.Horizon offers comprehensive food service solutions ranging from Point of Service to Back of the House management including inventory, procurement, menu planning, nutrition analysis, warehouse distribution and much more. Horizon’s product offerings provide clients with fully-customizable and scalable software solutions able to meet the needs and budget of any food service operation.Horizon Software is a Non-Smoking/Drug-Free Workplace. EOE/MFVD
Description: Supervisor, Implementation Solutions The Implementation Solutions Supervisor is responsible for leading and managing a dynamic team Implementation Specialist and Product Engineers. The Implementation Solution Supervisor is ultimately responsible for the implementation and training with specific accountability for the department’s overall customer and employee satisfaction. Implementation Solution Supervisors will also be accountable for providing support for escalated implementation issues; ensuring Implementation Specialists are meeting quality standards, following methodology, monitoring metrics, and analyzing reports to ensure service quality and efficiency. Implementation Solution Supervisors will contribute to the development of new systems, take part in recruiting and interviewing Implementation Specialists, and contribute to the software development process.Duties and SpecificationsDemonstrates strategic leadership by creating a clear vision of quality-based values, by being a visible role model as a consultant, and by skillful decision-making based on the Implementations and Training’s mission.Creates and inspires a supportive climate by keeping employees motivated and focused on the business priorities; engages in team-building activities and supports innovation in meeting customer needs.Empowered to manage the Implementations with a focus on company financial goals as stated in revenue and margin while achieving client metrics.Creates a disciplined culture of achievement by evaluating the results of implementations and training regularly and reporting department’s performance.Holds daily, weekly, and monthly communications meetings with management to reinforce financial and employee engagement goals and objectives.Serves as a player/coach and is actively engaged in projects to understand the process to provide insight to improvements.Contribute to the ongoing development and enhancement of the implementation Methodology “The Horizon Way” to ensure best in class professional services.Partners with the Implementation Team Lead to standardize Implementation Methodology across markets. Coordinates training and managing cross application knowledge.Acting as an information source and answering implementation specialists or engineer questions, assigning tasks, following up and giving instructions as needed.Acting as the gatekeeper to R&D when implementation specialists report potential bugs or enhancements to ensure all issues are thoroughly vetted before being submitted to R&D. Sets and manages expectations and effectively responds to escalations.Ensure Quality of implementation by auditing Methodology complianceEnsuring that the team members acquire and maintain the appropriate level of knowledge, tools and training to provide outstanding customer support for all of Horizon’s productsCarrying out quality and performance measurement and evaluation of all implementation specialists and engineers to improve individual and team quality and efficiencyEnsure consistent professional development of implementation specialists and engineersWorks collaboratively with Project Coordination to ensure resources are fully utilized on both customer billable projects and productive projects.Develop, maintains and executes a solid plan that considers clients, resources, and risks with success in mind without any room for delays or changes.Practice and ensure team is consistently demonstrating Horizon’s Core Values
Requirements: Skills and SpecificationsExcellent team building skillsAbility to plan well and prioritize multiple projects simultaneouslyStrong written and verbal communication skillsStrong leadership and interpersonal skillsAbility to work in a fast-paced environment, yet maintain excellent customer relations skillExperience working successfully with sales and technical teamsMindset of process improvement and best practicesA History of excellent interpersonal and customer interaction skills to include communications, presentation, and conflict resolution skills.Experience in current core procedures and processes within an implementation and training structure.Proven organizational skills and ability to manage multiple and changing priorities.Excellent communication, interpersonal, problem-solving, written, and verbal skills, and the ability to work collegially under pressure.QualificationsBachelor's degree or associate's degree from an accredited institution or equivalent work experienceMinimum of 2 years progressive responsibility in a customer support environmentMinimum of 2 years progressive responsibility in providing professional services in a Project Management or consultative role.Passion for learning, technology, and working with othersTechnical certifications preferred, knowledge of SQL preferredExperience with support center technologies (phones, ticket management, knowledge base, etc.)Proven team building experience, must have a track record of building teams that consistently exceed client expectations
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