IT Implementation Lead & Product Specialist

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry's most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Position Summary

An IT Implementation Lead & Product Specialist serves as the strategic subject matter expert bridging the gap between product development, sales, marketing, and customer support. This role must possess a unique blend of project management and implementation skills, alongside the big-picture vision to execute projects effectively. As a subject matter expert, you will work directly with clients to analyze business operations, identify functionality gaps, and recommend solutions that align with implementation best practices. A major emphasis of this position is conducting comprehensive product demonstrations and delivering high-quality client training to prepare customers for successful system rollouts and ensure maximum product adoption. You will be responsible for planning rollouts, creating training documentation, and driving large-scale, concurrent projects with a high degree of collaboration, all while empowering clients through robust education and enablement.

Responsibilities

Implementation & Project Management:

• Oversee progress on all active implementation projects, assisting project managers to remain on schedule and within budget.
• Gather required information from the client to evaluate objectives, scope, and goals to create a feasible implementation solution.
• Create workflows documenting the solution, and manage, define, and document risks along with mitigation strategies.
• Identify causes of project delay and collaborate with the Project Manager and business teams to identify and implement workflow improvements that streamline processes.
• Create regular summary reports of project activity, including weekly updates and long-term progress highlights.

Client & Stakeholder Management:

• Manage communications and relationships with clients, internal stakeholders, and external vendors.
• Understand client strategy and comfortably influence stakeholders to articulate concepts, challenges, and complexities while driving best practices.

Product Specialization & Training:

• Demonstrate system features to clients, teaching them how to use their new systems to ensure a successful rollout.
• Serve as the in-house product expert, thoroughly understanding product features, edge cases, and limitations.
• Cross-collaborate with engineering, QA, and product managers to test new features, troubleshoot technical bugs, and translate customer feedback into future product improvements.
• Develop training materials and standard operating procedures (SOPs) to train internal go-to-market teams and external customer resources.
• Identify ongoing training needs, evaluate training effectiveness by assessing the application of learning to job performance, and recommend future development programs.
• Prepare and maintain internal and external product documentation, product specs, and knowledge bases.

• Education & Experience: Bachelor's degree in a related discipline with 5-7 years of relevant work experience, or a comparable number of years of applicable experience.
• Project Management: Strong project management and implementation skills, with a proven ability to drive large-scale projects.
• Technical Aptitude: Deep product knowledge with a strong technical aptitude, including familiarity with DAM, CMS, product management tools, and the full product lifecycle. Experience with Aproove, Workfront, or Censhare applications is a plus.
• Problem Solving: Ability to independently evaluate processes, analyze complex problems using broad work experience, and consistently identify critical elements to develop effective solutions.
• Communication: Excellent written and verbal communication skills, with the ability to modify communication style (formal and informal) to match the appropriate audience level.
• Travel: This role requires travel up to approximately 20%

RRD's current salary range for this role is $78,700 to $125,900 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future.At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD's benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans