Job Summary
We are seeking an experienced Implementation Manager to oversee the customer implementation process from start to finish. As the Implementation Manager, your responsibility will be to onboard new enterprise-level customers onto the Aspire platform. You will work towards building robust relationships with key stakeholders and ensuring a seamless implementation process that guarantees exceptional customer service throughout the cycle. You will closely partner with prospective and new customers to understand their objectives, prioritize their needs, and develop a customized implementation plan that enables them to succeed on our platform. As a technical member of the team, you will be responsible for scoping out and setting up integrations with third-party tools such as Zapier and Automate.io. You will serve as the primary contact for all automation-related matters and collaborate with our largest customers to create tailored solutions.
- Minimum Qualification:Degree
- Experience Level:Mid level
- Experience Length:3 years
Job Description/Requirements
What you'll be working on:
- Lead implementations and 3rd-party integrations for Aspire’s enterprise-level clients
- Document technical requirements, schedules, goals/metrics, and customer interactions to collaborate with other account stakeholders effectively
- Support Success Managers by providing tactical responses and strategic solutions to use cases and translating these into actionable steps for customers, including delivering customer-facing training on solutions
- Coordinate internal resources, customer resources, and third parties/vendors for the smooth execution of each implementation project
- Engage with customer marketing, product, and engineering teams to understand their goals for using Aspire and how the platform will fit into their marketing environment
- Proactively identify changes we can make to our application to make our customers' lives easier
- Work closely with Aspire’s Product team to communicate key customer problems and support new feature launches.
- Successfully and effectively manage simultaneous, diverse implementation projects on schedule, within budget and with high customer satisfaction
- Define consistent implementation methodology and templates
- Conduct discovery consulting sessions to understand business requirements for project planning, design, resourcing, logistics, and project execution
- Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
- Partner with the Sales team and assist in project pre-qualification and scoping to ensure that high-quality deals are sold that will lead to customer success
What we're looking for:
- 3-4+ years of experience in enterprise SaaS, working directly with customers to train onboard and troubleshoot SaaS products.
- Hands-on experience with integration tools like Zapier, Automate.io or comparable tools.
- Natural curiosity and personal drive to find creative solutions to complex problems.
- Demonstrated ability to manage ambiguity and apply problem-solving skills
- Strong excel/google sheets skillset, including the ability to clean up large datasets using formulas and shortcuts.
- The ability to identify business challenges and shape solutions that fit with our platform vision
- A strong understanding of enterprise software products and the ability to speak fluently about software products to non-technical users and customers
- A proven track record in delivering complex solutions at the enterprise level
- Deep experience in delivering complex solutions at the enterprise level
- Strong organizational skills with the ability to deliver on multiple projects at a time
- Passionate about startups and working in a fast-paced environment
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