Implementation Manager

Uptick•Denver, CO

3d•$80,000 - $92,000•Hybrid

About The Position

We’re looking for a systematic and experienced Implementation Manager for SMB and Enterprise clients who is based in the US, reporting into the Implementation Lead, NA. This role will assist clients with their onboarding - from sales handover, to data, to configuration and training. You will be one of the early-stage US based team members as we grow rapidly. Uptick will empower the person in this role to grow their career with efficient and effective decision-making, problem solving and communication.

Requirements

SaaS Implementation or Customer Facing experience
Technologically adept, technically precise
Proficiency with Excel / Google Sheets
Innately curious, driven to learn and become an Uptick expert via our self-access resources
Agility, resilience and attention to detail
The ability to deal with multiple priorities. This is a busy role and you will need to like that energy and pace to be successful.
Compassionate, articulate, and solutions-focused to deliver excellent customer and commercial outcomes.
Highly organized, adaptable and data-driven.
Solution-based thinker who can self-manage in tricky situations as we grow at pace

Responsibilities

Managing client escalations
Ability to prioritise, track and report on client implementation status
Delegation and collaboration within and across teams in different time zones
Process and documentation specialist who will help continue to shape and build Uptick’s US-based internal resources to assist this growing team
Systematic thinking - ability to assess, suggest and implement improvements to consistently deliver the best customer outcomes
Critical thinking and problem solving - to find solutions to challenges within the team and to offer support solutions to clients that will best suit their needs
Project management - Undertaking all necessary tasks from Sales handover to completed project, including handover to Customer Success
Time management - Driving adherence to project timelines to deliver projects to schedule
Client relations/communication - establishing a partnership with clients, setting expectations and managing stakeholders
System configuration - Hands-on configuration of client data to the default or agreed scope
Training - delivery of training services to clients, including office & technician sessions for different audiences