Algolia is hiring a
Implementation Manager

Summary

Join Algolia as a Technical Onboarding & Engagement Manager to support customers alongside technical counterparts via scoped professional services. As a key enabler of our strategic onboarding program, you will prioritize ongoing technical projects, manage client relations, and collaborate with Account Executives and Solution Engineers. You will also scale the creation of project charter/delivery plans, communicate project status, and proactively identify and mitigate escalations.

Requirements

• 5+ years customer facing Project Management experience in an agency or SAAS setting working closely with Solutions Architects or Engineers on multiple ongoing digital / technical engagements across the IT project lifecycle
• Understanding of Search and AI technologies and their applications in enterprise settings
• Experience leveraging different Project Management methodologies to achieve desired success during project delivery which may include Waterfall, Kanban, Scrum and Scrumban
• Thrive in a fast-paced and dynamic environment with exceptional attention to detail

Responsibilities

• Prioritising portfolio of ongoing technical projects to effectively lead, coordinate and manage day-to-day activities to flawlessly execute, serving as the point of contact for both client and project stakeholders; holding teams accountable to expected timelines, objectives, allotted hours and quality to achieve project go lives in a 3-6 month window, driving a fantastic customer experience in the process
• Successfully managing client relations via strong presentation, written and verbal communication skills with an ability to influence various audiences (technical, managers, product, executives)
• Collaborating with Account Executives and Solution Engineers on pre-to-post-sales handover to confirm scope, timelines, KPI’s and success criteria is effectively documented to allow for seamless mobilization and project kickoff with appropriate technical and / or business consulting resources
• Scaling creation of project charter / delivery plans alongside technical counterparts for search implementation projects to ensure requirements, tasks, milestones, dependencies, deliverables and expectations are clearly documented, articulated and organized in project tooling
• Regularly communicating project status, health and strategic recommendations internally and externally via appropriate channels
• Contingency planning to remove project impediments, pivoting to ensure project progression and targeted timelines are being achieved
• Proactively identifying, mitigating and managing escalations of at-risk onboarding accounts; raising and routing concerns to Professional Services leadership team as required
• Successfully transferring accounts to RUN team post customer go live, ensuring internal team has domain knowledge along with comprehension of account current state while customer has understanding of POC(s) and confidence in path forward due to relationship and loyalty built during onboarding phase
• Recognizing and documenting opportunities to automate and optimize professional service onboarding delivery, processes, toolkit and playbook; assisting with repeatability and standardization of the program

Preferred Qualifications

• Project Management or Agile Certification (PMP, SAFe, CSM, Six Sigma)
• Technical degree in computer science, engineering, or related quantitative field
• Understanding and use of project management systems which may include Smartsheet, Workamajig, MS Office, Jira | Atlassian, Google Suite, Salesforce, Asana, Gainsight, Toggl and Harvest
• Experience in mentorship
• Working knowledge of SQL