Implementation Manager

Using marketing strategy and Act-On expertise, the Implementation Manager ensures long term success of our users through our implementation and onboarding programs. This role will work cross-functionally with Sales and Customer Success to aid in the adoption of the platform and to accelerate their Time-to-Value.

Responsibilities

Strategy:

• Develop and standardize our implementation model for upper mid-market to enterprise level customers
• Effectively convey client needs and requests internally, driving the resources needed for successful implementations.
• Setting up effective implementation success metrics to measure and track
• Analyze onboarding processes to develop and recommend workflow improvements.
• Work closely with sales and account management teams to support a seamless customer transition from sales to onboarding
• Hold customer and internal team members accountable to implementation milestones

Training:

• Develop and deliver Act-On training materials that are relevant for all user skill levels ranging from foundational to advanced
• Conduct gap analysis of Act-On's existing training curriculum. Using your marketing automation expertise, you will recommend and implement changes that will simplify adoption of the Act-On platform for our customers and accelerate their time-to-value. Continuously iterate and improve our curriculum and content.
• Coordinate travel and logistics for on-site training engagements

Content:

• Create & deliver content, using a variety of methods that best fit the learning needs and desired business outcomes of our customers
• Deliver learning content live and via recorded video, in scenarios ranging from private training engagements, virtual instructor-led courses, New User Boot Camps, and Marketing Automation Masters Workshops

Product Knowledge:

• Work cross functionally with Tech & Products to stay updated on our platform. Be aware of product releases, updates, changes and the impacts of them. Research and consult with Subject Matter Experts to ensure that our learning content/materials are updated to reflect product features and have consistent messaging. Update and deliver new learning content in a timely fashion.
• Create and update knowledge base articles content to ensure accuracy
• Responsible for the completion of projects and goals, adhering to deadlines
• Assist with other University-related projects as needed
• Assist with technical configuration and CRM integration

Who You Are:

• 3-5 years experience in implementation and onboarding customers in SaaS for Enterprise businesses
• Familiarity with email marketing, marketing automation, or marketing industry
• Basic knowledge of CRM platforms (Salesforce, Microsoft Dynamics, SugarCRM, etc.)
• 1-3 years' experience delivering learning content through online platforms and in a classroom setting
• 1-3 years' experience in instructional design, training, education, and content development. Able to create and deliver content from entry level to advanced users
• Excellent working knowledge of Microsoft Office Suite and Google Suite apps
• Flexible schedule to accommodate user training needs and requirements
• Experience with Learning Management Systems (LMS)
• Experience in SaaS/cloud-based software industry
• Bachelor's degree from a four-year university or equivalent experience

What We Offer:

• Generous Medical, Dental and Vision Benefits
• Flexible time off
• Stock Options
• 3 weeks paid parental leave on top of state paid family leave, (including for adoption)
• Monthly fitness allowance
• Monthly parking or transit allowance
• Paid time off to Volunteer
• Life Insurance
• 401k matching
• A real opportunity to make an impact at work and more!
• This role may offer some travel (based on company demand) throughout North America and potentially internationally

At Act-On Software, we strive to uphold an inclusive environment where all people feel respected, valued and a true sense of belonging. We welcome applicants irrespective of race or ethnicity, gender identity and expression, sexual orientation, religion, age, educational background, socioeconomic status, disability, or veteran status, and we'd love to explore what you can add to our team.