Implementation Manager

What we are looking for: 

 As a part of the Templafy Technical Operations division, the implementation Team’s core task is to implement customers from deal close to value realization in our “Commercial”-segment (generally defined as our mid-market customers). The Implementation Team’s responsibilities are as follows: 

• Implementation: All activities pertaining to a successful implementation, from scoping the solution with the customer after deal closes, through the technical deployment and then onboarding and training the customer to ensure expectations are met and that they are set up for success. 
• Time to Value: a core component of a successful implementation, ensuring customers get value from Templafy as effectively as possible.  
• Trusted Advisor – prescribe recommendations and best practices to our customers based on pains identified during scoping and their use case for Templafy 

As an Implementation Manager, you will be working closely with a wide mix of companies across North America and will interact with both internal and external stakeholders across different business functions to ensure we are setting customers up for long term success and value on the Templafy platform.  

We are looking for professionals who are empathetic, compassionate, collaborative, technically knowledgeable, and that enjoy working closely with customers and be part of building out the process. The Implementation Manager will be able to impact the strategy of the Commercial Segment, working closely with Account Management and the Digital Customer Success Team, where we aim to design and build a “best in class” program that will scale to support the needs of our rapidly growing customer base. Additionally, you will have the opportunity to take part in “Feature Ownership” which is a chance for you to be responsible for deep-dive knowledge of a selected part of the Templafy product portfolio.  

Responsibilities:  

• Responsibility for owning the customer journey from the deal closing to the customer realizing value from Templafy for our Commercial segment across North America 
• Developing and improving existing processes as the segment grows  
• Project manage and own around 15 simultaneous implementations with an ability to prioritize customer needs
• Analyze data and trends to identify team impact across KPIs including Active Usage, Renewal Rates, time to go-live, etc., with an ability to identify further efficiencies and enhancements
• Identify areas of opportunity where we can move upstream to drive large scale implementation programs across the entire customer base as the business continues to mature
• Keep records of key customer information, events, and meetings to create transparency between customer-facing stakeholders in systems such as Gainsight and Salesforce 

Requirements  

• 2 - 4 years of experience with delivering value to customers via digital/cloud solutions, for example as a Technical Account Management, Customer Success Management, Technical Consultancy, or other applicable roles. 
• Experience deploying software (preferably a mix of on-prem and cloud solutions).
• Great project management skills and an ability to prioritize across multiple accounts at various stages of their implementations based on urgency, importance, and impact.
• Experience working, collaborating, and influencing key stakeholders, client delivery and project teams, and C-level executives throughout multiple departments.
• Great relationship-building skills: The ability to understand different external/internal stakeholders and identify their perspectives and needs; ability to both influence and build professional relationships with people and manage their expectations.
• Ability to work collaboratively across the team and different internal departments and communicate your thoughts in a clear and professional manner verbally and in a presentation setting.
• A self-starter with the ability to thrive in a quickly adapting and high-growth environment.  

What else to know: 
This position is a fantastic opportunity to influence and impact a company in rapid growth with rising organizational and development opportunities. You will become a key part in the overall Commercial Strategy, and your work will have direct influence on the revenue growth of the company. We offer a dynamic and fun working environment that can be expected with a start-up in the center of New York. 

To further support our culture and office environment, we are currently not looking for full remote profiles. 

Employee Benefits

• Employee Equity Program
• Comprehensive health insurance
• Parental leave
• Commuter Benefits
• Unlimited time off
• 401K 
• Employee Assistance Program
• Company discount program
• Flexible work environment

Templafy is a workplace of belongingness. To us this means that you have a voice, you dare to speak up, and your voice is heard. We focus on offering an environment that allows all employees to feel that they belong regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or other status.