Technical Implementation Manager

Crossbeam•,

2h•Remote

About The Position

The Technical Implementation Manager on Crossbeam’s Enterprise team assists Enterprise customers during rollout and supports Account Success teams with technical expertise. The role owns the customer onboarding experience end to end, partnering with customers and internal teams to deliver a strong launch, build trust, support adoption, and help customers achieve their goals and KPIs. It also contributes to continuous improvement by sharing feedback on internal processes and the product.

Requirements

At least 3 years of experience in implementation or onboarding for a B2B SaaS company.
At least 1 year of experience in a customer-facing role.
Exceptional project management skills, including experience owning and running technical or complex implementations for Enterprise companies with 3,500 or more employees.
Strong familiarity and experience working with Salesforce.
Consultative and solution-oriented mindset.
Detail-oriented and organized, with excellent communication skills.

Responsibilities

Partner with Account Success Managers to facilitate handoffs with Account Executives for new customers.
Own the end-to-end onboarding experience and partner with customers to ensure a strong launch.
Conduct regular onboarding check-in calls and provide a consultant perspective.
Build rapport and trust with new customers, particularly customer administrators.
Encourage adoption of additional products and features.
Resolve complex technical roadblocks and objections and promote best practices and recommendations.
Identify product needs and work cross-functionally to scope and troubleshoot technical issues.
Lead product training and teach customers to use self-service tools during implementation.
Set expectations for how customers should engage Support and their dedicated Account Success Manager.
Take ownership of support requests associated with assigned accounts.
Help customers achieve their goals and KPIs and do what is needed to support their success.
Share feedback to improve internal processes and the product.