Intermediate or Senior Implementation Manager
Job Description
As an Implementation Manager, you will be accountable for:
- Ensuring we have successful launches - setting customers up for a long-term partnership with us;
- Service setup and optimization - having a deep understanding of our product and ensuring we’re delivering the most value we can to customers;
- Customer relationship - this role is customer-oriented and our top priority is building relationships with our customers and keeping them happy!
- Project Ownership: own and manage complex customer onboarding and software implementation projects, ensuring that they’re successfully set up for ongoing success with our products and services post-implementation
- Customer Insight: understand the customers' objectives and requirements and translate them into optimal product configurations and user workflows
- Cross-team Collaboration: work closely with the Growth and Solutions Engineering teams to ensure all pre-sale RFP commitments are met
- Customer Advocacy: identify customer pain points, propose solutions, and advocate for customers with the Product Team.
- Relationship Management: build strong, lasting relationships with customers and other key stakeholders from multiple backgrounds
- Travel within Canada and the USA for kick-offs and launches for a total of 10 - 15 business days per quarter
- Rotate with the rest of the Launch and Customer Success teams as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends.
- Previous experience in Project Management or Customer Success, managing multiple complex projects or customers simultaneously (a minimum of 2 years, ideally)
- Experience in leading SaaS implementations for enterprise-level customers
- Excellent communication skills with a strong ability to build lasting relationships with customers of different backgrounds and technical abilities
- You are a driven, self-starter person with a willingness to be adaptable in dynamic, fast-paced settings
- Availability to travel within Canada and the USA (2 to 3 weeks per quarter)
It will be considered a bonus (nice-to-have):
- Previous experience or a keen interest in transit
- Experience in a start-up or scale-up company (with a fast-paced environment)
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification in the job posting.
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Date Posted
06/27/2024
Views
6
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