Implementations Manager

Knak

About The Position

Knak is a mission-driven company focused on empowering people to be creative. We are a world-class enterprise email and landing page creation platform dedicated to making successful and happy customers by providing an incredibly powerful, yet easy-to-use creation platform. Our industry-leading SaaS solution is built by Marketers, for Marketers, aiming to improve campaign conversion rates and help customers stay on brand. Working within the Customer Success team, the Implementation Manager will be responsible for driving measurable customer outcomes and ensuring successful customer use of our platform. As a trusted advisor, technical consultant, and subject matter expert, you will own the end-to-end process of implementation and onboarding, primarily working with new customers and occasionally with existing customers to roll out new initiatives.

Requirements

3 years experience in Customer Success, Implementations or equivalent role.
Demonstrated project management experience running concurrent customer-facing projects with budgets and milestones.
Exceptional communication skills both written and verbal.
Experience with running group training sessions or adult learning.
The ability to develop meaningful relationships with clients and truly understand their needs.
Problem solving skills and the ability to think outside the box.
Excellent multi-tasking skills and the ability to juggle multiple projects at the same time.
Experience with AI tools - Claude, ChatGPT & MCP connectors.

Nice To Haves

PMP or similar certification would be valued.
Experience with SaaS products, Emails, Landing Pages, Marketing Operations & CRM an asset.
Familiarity with Marketo, Salesforce Pardot, Salesforce Marketing Cloud, Eloqua or other Marketing Automation tools an asset.

Responsibilities

Lead new customers through onboarding as their primary point of contact from kickoff through go-live, driving adoption and time-to-value.
Provide best practice advice, thought leadership and expertise to our clients, ensuring they’re set up for success.
Develop expert knowledge of Knak, our integration partners & eco system to answer technical & strategy questions about our product & industry.
Work closely with other Knak stakeholders such as CSMs, AEs, Support, Product and Leadership to ensure implementation success and foster effective internal communication.
Ensure projects are always completed on time and to a high quality standard.
Own and report on implementation KPIs including time-to-value, CSAT post-onboarding, and feature adoption at handoff.
Use AI tools - Claude, ChatGPT & MCP connectors to scale yourself across a larger book and accelerate customer outcomes.