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Implementation Manager

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  • Date: Dec 12, 2018
  • Location: Scottsdale, AZ
  • Req ID: 65
  • Salary:

Overview

You will be responsible for not only working directly with customers to configure their instance of our software, deliver best practices, but also in the day to day management of the onboarding team. This role is responsible for not just delivering Best Practices, but also helping to define and document them. The right candidate will be a self starter, have the ability to stay organized and manage multiple customers and projects at the same time in addition to coaching and administrative responsibilities. You must excel at communication, and have the right attitude to work closely to onboard our customers, and provide some level of technical support on an ongoing basis and be interested in helping to lead a team.

 

What you will be doing:

  • Help with the day to day management of our newly expanded onboarding team
  • Work directly with our customers to throughout the onboarding process and beyond and ensure a positive overall onboarding experience. Help to coach and develop others on the team.
  • Deliver best practices to our customers; communicate clearly and be able to translate complex concepts for customers that are less technical
  • Manage multiple customers through different stages of onboarding, as well as being responsible for documentation
  • Collaborate with Sales and CSM teams to refine processes and ensure a smooth overall customer experience
  • Document all customer interactions, work closely with Support and Engineering team to escalate and resolve issues as needed

 

Desired Skills and Experience:

  • Creative, smart, fun, team player
  • Previous team lead or coaching experience
  • Strong communication and interpersonal skills, work well cross-functionally
  • Values the importance of customer experience, aptitude for working with a variety of SMB’s
  • Detail oriented with the ability to multitask; help assist with day to day management of the onboarding team.
  • Meet deadlines and works well without close supervision
  • Ability to work on multiple customers concurrently, organized and thoughtful with a best practices approach to onboarding
  • Strong technical acumen and familiarity with Microsoft SQL
  • Familiarity with other Online and Desktop based SaaS tools
  • Strong familiarity with Project Management tools and methodologies
  • Accounting, eCommerce and warehouse management experience a plus
  • Can-do and will-do attitude


Requirements:

  • Previous experience in a player coach role, or managing a team
  • Technical aptitude; ability to learn complex software and ability to explain technical concepts to a non technical audience
  • Strong desire to work closely with customers focus on customer service
  • At least 2-3 years experience in software, implementation, business process analysis or technical support
  • Must be eligible to work in the USA
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