Implementation Manager

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Job Summary:

SaaS studies show that 30% of customer churn can be attributed to poor customer implementation. That is why the Implementation Manager (IM) role is so crucial to Reputation.com and their enterprise customer’s experience. As a member of the Professional Services organization, you will responsible for the first step in the customer journey. You will work closely with solutions architecture and customer success departments and you will interface with new customers and own the implementation process; efficiently and effectively transitioning our customers to the next phase of their journey.

Responsibilities:

• Identifying and understanding your projects’ individual goals and drivers for the Reputation.com platform.

• Strategically consulting with customers to define implementation plans that are designed to streamline the customers time to value.

• Work with multiple stakeholders within your projects for gathering the required data for onboarding. Including consulting with users to determine system functional specifications.

• Creatively configuring our software through design, development, documentation, and testing to bring maximum value to each customer’s unique use case.

• Working closely with solutions architecture and engineering teams to define requirements and PM custom development work where required by your customers.

• Assuring that customers successfully complete the implementation phase and are seamlessly transitioned to the support and customer success functions.

• Be the main contact point for our customers during the handoff from Pre-sales and then managing the setup, provisioning, and implementation, leading to the handover into Support.

• Be responsible for 25-35 projects simultaneously.

• Additional duties as assigned.

Qualifications:

• Minimum 5+ years of customer facing experience in an implementation, customer success, project management or customer support role.

• SaaS experience a huge plus.

• Bachelor’s degree or equivalent required.

• Highly organized, self-driven and eager to provide a superior customer service experience.

• Key to this role is being able to guide the customer to value and work within a project timeline.

• Able to be the trusted advisor and coach, it falls to the IM to apply the Reputation.com software to achieve the customers strategic business goals.

• The successful candidate must have excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressure.

• Be able to travel to the customer when needed and be available during normal and off hours.

• Knowledge of Salesforce.com and/or Microsoft Excel preferred.

• Able to manage a project consisting of individuals and maintain timelines, this will consist of working across disciplines including Professional Services, Data Science, Client Success Managers, Global Support Delivery, and our partner out of India.