Join our Customer Experience department as a pivotal member, orchestrating cross-functional collaboration with teams such as Account Management, Subscriptions, and Sales. Your primary focus: Take full ownership of the implementation process for your customers, accomplishing setup within a designated time frame. Upon introduction by the sales team, execute a detailed plan for customers, configuring their account, provide project setup training, and collaborate with the data team for efficient migration.

As a Launch (Implementation) Manager, your role encompasses these key areas:

Implementation Success

• Execute tailored implementation plans, setting a strong foundation before handing off to the Accounts Team
• Foster a collaborative and positive customer environment, promoting customer ownership to accomplish required tasks
• Facilitate live training sessions, async support, and follow-up to ensure the customer remains on the planned timeline
• Collaborate with the Data team for migration of historical data, including projects, timesheets, and billed fees
• Provide updated customer sentiment regularly, as well as completion pace
• Identify and resolve any obstructions or blockers to the implementation plan to ensure timely completion

Operational Excellence

• Exhibit dedication to refining internal processes, actively seeking opportunities for enhancement in daily operations
• Establish measurable, data-driven goals aligned with both the position and company objectives
• Maintain awareness of strategic company goals and actively contribute ideas and actions supporting them
• Pursue external knowledge and training to implement innovative approaches, driving internal efficiency and effectiveness

Product Proficiency

• Independently create and refine educational content, leveraging a robust understanding of our product and technical acumen
• Identify emerging trends within customer workflows to bridge gaps and support ongoing product enhancement
• Articulate the strengths, weaknesses, and immediate workflows of our product to address inquiries and concerns effectively

Qualifications

• 3+ years of experience with implementation or onboarding within a SaaS company
• Proficiency with key CS tech stack: Salesforce, Hubspot, Intercom, ChurnZero or Custify
• Demonstrated sense of urgency, accountability, acute attention to detail, and operational efficiency
• Exceptional multitasking abilities coupled with rapid adaptability and a knack for quick learning
• Proven capability to foster collaborative relationships across sales, marketing, and support, enhancing the overall customer experience
• Thrives within an ambiguous, constantly evolving atmosphere with opportunities to test, experiment, and learn dynamically while executing plans
• Reliable internet access and adeptness with G Suite, Zoom, Slack, and basic internet technologies
• Bonus: Experience or familiarity with the architecture industry, payroll or Quickbooks Suite
• Pacific or Mountain Time Zone preferred