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Implementation Manager

Company: E*TRADE
Location: Sandy
Posted on: June 12, 2021

Job Description:

More than 30 years ago, E*TRADE pioneered the online brokerage industry by executing the first-ever electronic individual investor trade. While the landscape of our industry has changed dramatically, our culture of innovation and drive to make online trading accessible to everyone continues to drive us forward. We believe in challenging the status quo, fostering an environment of curiosity and learning, and, above all, putting our customers first.

In 2020, ETRADE joined Morgan Stanley, signaling a major industry shift that brought Wall Street and Main Street together more than ever before. As ETRADE's parent company, Morgan Stanley plays an important role in expanding what we can offer to investors, though E*TRADE still functions as an independent entity.


The Implementation Manager is responsible for providing an excellent on-boarding experience for the client and maintaining the upmost client support for new services and feature roll outs. This role combines project and implementation management, solution design, and client relationship management. The Implementation Manager will develop close relationships with a cross-section of client stakeholders, an in-depth knowledge of HR systems, operations, and collaborative internal relationships with account managers, engineers, and product managers.


* Manage handoff with Relationship Manager from sales and determine escalations if necessary * Ensure that all items on the deployment checklist/ project plan are completed for each implementation * Track project status/ ongoing tasks to be completed in a visible way * Organize and attend client stakeholder interview sessions to gather client program requirements * Delegate all appropriate workstreams to internal technical and product resources on each project, and manage deadlines and deliverable quality associated with each workstream * Lead immediate post-launch activities including check ins with client, program monitoring, call center activity * Conduct client research and analysis to formulate client requirements and program content design * Support new feature and product roll outs with clients * Configure and test solutions before they are implemented * Weekly project meetings/ check ins regarding project status and to gauge client satisfied * Share client feedback and contributing to Gradifi's product roadmap * Track any product bugs and communicating requirements for product improvements clearly to the Product team * Help to identify growth opportunities within existing accounts * Join Sales and Relationship Manager's pipeline meetings as needed to present on existing areas of work and to respond to technical questions related to existing programs * Support the development of new project scoping efforts at accounts where you have lead implementations


* Bachelor's degree * Minimum 2+ years of work experience


* Passionate about designing content and solutions to improve client communication and experience * Action-oriented problem-solver always seeking to improve processes and deliverables * Empathic listener who can translate client needs and concerns into actionable plan * Responsive, diligent, accountable, and customer-centric * Able to master a multitude of new skills, including more technical skills, and eager to take on a diverse array of projects * Able to perform well under pressure in high stakes, client-facing environment * In person or WebEx meetings to do presentations related to program progress, training, and evaluation * SaaS/ enterprise software experience * HR industry experience

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet)


Keywords: E*TRADE, Sandy , Implementation Manager, Other , Sandy, Utah

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