Software Implementation Manager

Company Description:

We are working with a PE backed SaaS based tech company focused on solving resource planning and supply chain issues affecting specific market verticals.  There are very few competitors currently and this company is grabbing market share! The company’s technology is a “need to have” vs. a “nice to have” and the company can happily boast that it has had a 90% customer retention rate since its inception.  Our client’s Customer Success team is brand new, and it is an ideal time to join if you want to make an imprint on how this team will form and grow.  This is a “hybrid” role where you be onsite in the office a few times in the month (or it could be more often – that’s up to you).

Job Overview:

As the key leader in Customer Success managing a small team of software implementation professionals, you and your team will play a key role in driving the success of the customer experience.  You will work collaboratively with Sales to make sure that the needs of the customer are met. With a goal of providing high quality customer deployments and delighting customers, you will develop repeatable metrics.  Some key responsibilities include:

• Leading, mentoring, and guiding the customer implementation team to deliver high quality customer on-boarding
• Defining and monitoring key performance indicators (KPIs) for the customer implementation team and regularly report on team performance, providing insights, trends, and recommendations to senior management.
• Collaborating with cross-functional teams, including Sales, Product, Engineering, and Customer Support/Success, to ensure a seamless customer journey
• Assisting the team with more complex implementations, ensuring prompt and accurate responses to customer on-boarding activities and act as an escalation point for critical customer situations

Requirements:

• BA/ BS degree desirable – relevant work experience is most important
• 5-10 years in a customer on-boarding role within an enterprise software company
• Team leadership experience or strong examples of mentoring others even if they did not report into you
• Ability to manage competing priorities and promote collaboration between departments
• Critical thinking and problem-solving skills used to digest problems effectively and find workable solutions
• Strong sense of personal ownership and responsibility
• Highly service-oriented with customer-facing skills