Implementation Manager

• As an Implementation Manager, you will own our new client implementation process; developing project plans, working to understand client goals, and guiding clients through the configuration and implementation of our product
• You will train different users within the product and assist with communication and launch activities for each client
• You’ll join a growing customer success team with opportunities to develop processes and contribute to scalable success strategies
• Own client implementations: supporting ~20 clients at a time through our 6-8 week onboarding process
• Typically meeting with each client weekly
• Complete implementation and setup steps for each client within our product including working with our Data Specialist on data translations and migrations
• Ensure all stakeholders receive proper training on the cove platform
• Build relationships with the client to ensure a successful start to their journey with cove
• Serve as a member of our growing Customer Success team, contributing to overall strategy and working cross functionally to align with business goals

Benefits

• Paid Parental Leave
• Competitive Salary
• Flexible Work Environment
• 401k Match
• Health, Dental and Disability/Life Insurance
• Career Growth and Development- You directly managed implementation projects for clients and ensured their initial steps in the client journey were positive and impactful
• You have had exposure to integration projects as part of your previous role(s)
• You’ve worked in Implementation/Onboarding or Customer Success at a B2B SaaS company directly supporting clients and leading complex client projects
• You’ve worked with enterprise clients and have experience relating to multiple personas
• Your previous companies had complex products with features and enhancements being released on a frequent basis
• You are organized and data-driven; always aware of what’s next on your list and the main priorities for the day
• You know that customer success is an important part of a business strategy and are ready to collaborate across teams to help us get to our goals
• You are customer-centric in all of your activities and interactions
• You are a natural problem solver; taking on challenges directly and ensuring clients are happy in the end
• You enjoy learning new things and digging into the details on technology and software applications
• Able to thrive in a collaborative, fast-paced environment
• Strong verbal and business writing skills
• Experience training stakeholders on a SaaS product
• Project management skills and past experience managing complex projects
• Experience with complex SaaS products used by multiple personas
• Experience using Excel/Google Sheets, Canva, Google Slides/PPT. Advanced skills in Google Sheets or Excel preferred
• 4+ years of experience in SaaS customer success or implementation position
• Solution orientation and problems solving skills