Implementation Manager

ParentSquare

8h•$65,000 - $90,000•Remote

About The Position

We’re seeking a dynamic and detailed-oriented Implementation Manager to play a critical role in the post-sale customer journey through the implementation phase. This role is ideal for someone with customer service in their DNA who will set the tone for the customer experience as the first point of contact with our newest users. The Implementation Manager will lead customers through data integration, system configuration, and completion of the initial administrator training through an efficient yet effective process that will ensure long-term success with our platform. We are seeking someone who is eager to be an active contributor in a fast-paced environment where we’re solving challenging problems for real people. Most importantly, this role requires someone who shares in our passion for improving the lives of students through communication.

Requirements

2+ years of experience and proven success in customer implementations within an Edtech company or school/district
Excellent project and time management skills with the ability to maintain multiple different projects in different phases at the same time
Extensive experience in leveraging technology to support implementation (i.e. Hubspot, Jira, Zendesk)
Some familiarity with SFTP and API for the purpose of collecting data.
Excellent communication skills (written, verbal, presentation and interpersonal)
Strong work ethic and ability to work effectively both independently and in a collaborative team environment.

Nice To Haves

Bachelor’s degree (or higher) from an accredited college or university preferred

Responsibilities

Completing successful implementation for multiple clients/accounts as assigned
Maintaining exceptional customer satisfaction ratings while completing timely and accurate data migration, system configuration and initial training
Ensuring customers are established before transitioning to the Customer Support team for the remainder of their life cycle
Managing internal tools that support implementation with documentation, training and metrics
Troubleshooting and support/escalate issues in the implementation process in order to find a timely and correct solution
Sharing best practices, tips and participate in coaching to help us become a best-in-class implementation department
Maintaining up-to-date information in CRM about implementation status, deliverables and timeline
Supporting additional customer training and creating/updating documentation as needed
Providing backup support for our customer support desk during our high volume periods.