Implementation Manager

About the Company 

Relay Network, one of the fastest growing and most highly decorated technology companies, is a mobile engagement automation company that enables businesses to deliver individualized solutions that simplify and improve the customer experience. Relay gives enterprise businesses the power to design, orchestrate, and automate customer engagement so they can scale their customer support efforts to meet rising customer expectations for easy, personalized service. 

Located in the greater Philadelphia area, Relay Network is ranked one of the Top Work Places by The Philadelphia Inquirer and puts energy into building dynamic, harmonious teams. Relay doesn’t look for people who simply fit in, we look for individuals who continuously shape who we are. 

Duties & Responsibilities 

• Delivering high-quality software, while directly interacting with end users and customer leadership 
• Serve as a trusted advisor to the customer 
• Manage multiple software implementations and projects/tasks simultaneously 
• Understand and gather product requirements 
• Develop and maintain a positive relationship with internal stakeholders 
• Document, track, and provide support and troubleshooting assistance to resolve any issues that may arise during implementation 
• Participate in the evolution of Relay’s implementation process to drive productivity and output 
• Assist and lead data analysis and customer configurations to ensure a smooth go-live and customer adoption 
• Strong internal communication skills including ability to work with all levels of the organization (IT, Sales, Marketing, Operations, and Finance) 
• Train on functionality and set clear timelines for deliverables 
• Service as a member of a team, collaborating effectively to drive results under changing circumstances 
• Ensure client satisfaction through follow-up, responsiveness, and thorough communication 

Indicators of Success 

The ideal candidate will be a tenacious individual who embraces the start-up mentality and the agile work atmosphere of a growth-oriented organization. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co-workers. In addition, the candidate will be/have: 

• Detail-oriented with the ability to multitask
• Strong passion for clients, client support, and client interaction 
• Excellent written and verbal communication skills 

Relevant Experience 

• 5+ years of software implementation and support 
• Ability to work cross-functionally 
• Strong analytical skills 
• Ability to document and communicate requires from clients and internal stakeholders 
• Excellent time management skills 
• Comfortable with change with the ability to pivot, as needed 
• Excellent troubleshooting abilities and problem solving 
• General understanding of solution design 
• Strong project management skills especially when managing multi-concurrent project demands 
• Experience servicing stakeholders and a significant number of clients/technologies 
• API and B2B/Enterprise SaaS experience, is a plus 
• Salesforce/Salesforce Marketing Cloud experience, is a plus 
• Comfortable in a fast-paced, start-up environment is a plus