[Remote] Implementation Manager
About The Position
The Implementation Manager will be the primary POC post sale, ensuring timely client discovery, account setup, training, and launch support. High-energy, organized individual to join our team as an Implementation Manager. This position entails client servicing, identifying their challenges, and providing solutions that help solve those challenges while driving revenue growth. The ideal candidate should have experience with SaaS technology and experience with call center environments. The position requires the ability to multi-task between various softwares, client relationships, while communicating with a sense of urgency. Our Implementation team is very supportive of each other however, being able to work independently is key to the team’s success as a whole.
Requirements
- 1-3 years of experience in Implementation, Account Management, Customer Success in the SaaS industry or similar.
- Experience in managing a high volume of projects with cross-functional teams.
- Experience interfacing with customers in the B2C space.
- Ability to identify solutions for customers while upselling products and services.
- Experience developing and advising solutions to hit revenue targets during the implementation stages.
- Excellent project management skills and focused methodology mindset for success during all implementation phases.
- Understand simple API integrations, customizations and simple SQL queries.
- Experience with onboarding, education, set up of software, data transfers, etc.
- Proficiency in Google Suite and Salesforce, as well as familiarity with Zendesk and Vitally or similar customer success platforms.
- Stellar problem-solving skills and enjoy providing a high level of service.
- Experience w/simple SQL queries.
- Willingness to take initiative individually and within a team.
Nice To Haves
- Previous experience in the call center space is preferred.
- Past Java Scripting experience or exposure is nice to have however, not required.
- Passion for implementation, Day Zero initiatives, in a supportive and creative work environment.
Responsibilities
- Installation, integration and deployment of Convoso SaaS products in client environments.
- Train customers on how to effectively utilize the dialer software as both administrators and agents, ensuring confident, independent platform use.
- Focus on improving onboarding efficiency, customer satisfaction and initial product adoption.
- Communicating to clients and partners aspects of both the product and the implementation at the technical and/or functional level appropriate for the situation.
- Anticipating client’s needs, mapping a timeline, and managing their expectations during the implementation process.
- Managing technical aspects of a delivery end-to-end with minimal escalation.
- Managing controlled soft launches to specific end users for testing, fine tuning/optimization based on client needs.
- Effectively coordinate client handoffs from our Customer Success team and initial reception of clients from our Sales team.
- Foster innovation and be the voice of the customer implementation internally at Convoso by sharing best practices and new ways your
Benefits
- Competitive compensation package
- Stock options
- 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
- Affordable Vision plan and optional FSA
- PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
- Your birthday off
- 401k program with generous company match
- No cost Employee Assistance Program and Travel Assistance
- Monthly Gym membership reimbursement
- Monthly credits toward food & beverage
- Company Outings
- On and offsite team building events
- Paid training for departments
- Apple laptop (most roles)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
