[Remote] Implementation Manager
About The Position
Convoso is looking for an Implementation Manager to join their team. This role is primarily responsible for being the main point of contact post-sale, ensuring clients go through a smooth discovery process, account setup, training, and launch support. The ideal candidate will be high-energy, organized, and experienced with SaaS technology and call center environments. This position requires the ability to manage multiple software applications and client relationships simultaneously, communicating with a sense of urgency. While the team is supportive, independent work is crucial for success. The role involves client servicing, identifying challenges, and providing solutions to drive revenue growth.
Requirements
- 1-3 years of experience in Implementation, Account Management, Customer Success in the SaaS industry or similar.
- Experience in managing a high volume of projects with cross-functional teams.
- Experience interfacing with customers in the B2C space.
- Ability to identify solutions for customers while upselling products and services.
- Experience developing and advising solutions to hit revenue targets during the implementation stages.
- Excellent project management skills and focused methodology mindset for success during all implementation phases.
- Understand simple API integrations, customizations and simple SQL queries.
- Experience with onboarding, education, set up of software, data transfers, etc.
- Proficiency in Google Suite and Salesforce, as well as familiarity with Zendesk and Vitally or similar customer success platforms.
- Stellar problem-solving skills and enjoy providing a high level of service.
- Experience w/simple SQL queries.
- Willingness to take initiative individually and within a team.
Nice To Haves
- Previous experience in the call center space is preferred.
- Past Java Scripting experience or exposure is nice to have however, not required.
- Passion for implementation, Day Zero initiatives, in a supportive and creative work environment.
Responsibilities
- Installation, integration and deployment of Convoso SaaS products in client environments.
- Train customers on how to effectively utilize the dialer software as both administrators and agents, ensuring confident, independent platform use.
- Focus on improving onboarding efficiency, customer satisfaction and initial product adoption.
- Communicating to clients and partners aspects of both the product and the implementation at the technical and/or functional level appropriate for the situation.
- Anticipating client’s needs, mapping a timeline, and managing their expectations during the implementation process.
- Managing technical aspects of a delivery end-to-end with minimal escalation.
- Managing controlled soft launches to specific end users for testing, fine tuning/optimization based on client needs.
- Effectively coordinate client handoffs from our Customer Success team and initial reception of clients from our Sales team.
- Foster innovation and be the voice of the customer implementation internally at Convoso by sharing best practices.
Benefits
- Competitive compensation package
- Stock options
- 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
- Affordable Vision plan and optional FSA
- PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
- Your birthday off
- 401k program with generous company match
- No cost Employee Assistance Program and Travel Assistance
- Monthly Gym membership reimbursement
- Monthly credits toward food & beverage
- Company Outings
- On and offsite team building events
- Paid training for departments
- Apple laptop (most roles)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
