Implementation Manager

AlertMedia • Austin, TX

41d • Hybrid

About The Position

Do work that matters. At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our values which reflect our view on what’s important and what’s right include: We’re humans not robots Customers always come first We work better together Simplicity is our strength Our reputation is priceless Hard work pays off AlertMedia is looking for a customer-focused Implementation Manager who will take immediate ownership of our customer relationships with a focus on providing the highest level of strategic partnership as they begin their customer journey. The Implementation Manager (IM) serves as a thought partner, product expert, and project manager. As a part of AlertMedia’s larger Customer Operations team, IMs believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals. IMs are determined to guide customers through a successful deployment, accomplishing key milestones and maximizing product and feature enablement, before transitioning the customer to the dedicated Customer Success Manager (CSM). As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand! Who you are: You are an accomplished Implementation Manager with proven success in strategically onboarding and implementing a project or software across a range of customer profiles. You naturally approach situations with a consultative, solution-driven approach and embrace each customer relationship as a true partnership. You are comfortable balancing different customer goals, resources, and timelines and have strong verbal and written communication skills. You are a dedicated customer advocate and enjoy working cross-functionally to drive value and develop innovative solutions for our global customer base.

Requirements

• 3+ years’ experience in a strategic customer-facing role as Implementation Manager/Customer Success Manager/Account Manager
• 2+ years’ experience in implementation or project management in a SaaS environment
• Desire to work with demanding, multi-national customers
• Experience using Excel is required. Salesforce, Gainsight, monday.com experience preferred
• Excellent project management skills with proven ability to prioritize competing tasks
• Outstanding verbal and written communication skills
• Strong analytical, negotiation, and creative problem-solving skills
• Self-motivated and action-oriented, yet willing to work within a team environment
• Enthusiasm in collaborating with all members of our team (Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, Engineering)
• The aptitude to learn and be coached

Responsibilities

• Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines
• Lead customer kickoff meeting, initiating conversation on goals and desired business outcomes and setting mutually agreed upon expectations for the implementation project plan
• Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted
• Strategize with the larger Customer Operations team to provide the customer with industry-specific best practices and proven AlertMedia solutions, accounting for customer goals and use cases
• Clearly communicate action items across internal and external teams and provide regular project updates to the customer
• Sensitively manage and interpret data, consulting on data imports and automations
• Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions
• Diligently manage implementation milestones and overall project status internally in Gainsight
• Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed
• Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve and scale the implementation experience
• Contribute to AlertMedia’s culture, values, and vision for the future

Benefits

• Competitive base salary + Company-wide bonus program
• Generous and flexible time off and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
• 401K with a generous company match
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 9 years in a row and numerous other awards
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
• Ongoing career development opportunities with our Learning and Development team

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees