-Poor Logistical Planning. Having a book of business that leans heavily out of GMT is not ideal when there's limited staff in AU/US to compensate, and that leads to very early starts, and very late finishes for GB Based Teams.
-Insufficient Training. Very high expectations for new starters, with more tenured staff admitting to the early stage complexity of Implementation and to realistically expect it to take 6+ months to become familiar with, understand that expecting a new starter to be as capable and familiar with a complex product so early on is rare/unrealistic, and applying that pressure because of issues with logistics is unfair. Invest more time into your Onboarding Process for new starters with a comprehensive and engaging 30/60/90 training solution as lack of training (30-45 minutes every other day), no direction, limited shadowing opportunities, and poor allocation of time can leave new staff to feel lost, especially when shadowing does not support my learning as catch-up calls with clients are very brief and do not show the processes taken to get to that stage in the first place...I did not have 1 shadowing session with a new customer, only those in the middle/end of their Implementation.
-Inaccurate Duties. Implementation as a department should not be 10% client engagement, 10% project management, 10% training, and 70% wireframing, wireframing is a UX/UI Designer Responsibility, and it's inclusion of Implementation Managers should be Ad Hoc, not a core responsibility. Implementation should focus on the execution and delivery of Created Wireframe Projects, Communication with the Stakeholders and Developing Transitional Relationships post-sales, training and empowering new users on Platform/Product functionality and best use, providing early stage adaptation support, analytics to monitor the performance data to identify roadblocks and red flags which could lead to potential upselling/retraining opportunities contributing to your ARR, and documentation to establish best practices and processes for future clients.
Restricting skilled Implementation Managers those responsibilities to focus solely on UX/UI Wireframing is a poor use and misrepresentation of their duties and capabilities.
