Remote Implementation Manager

Summary

Join AppOmni as a strategic and growth-focused Implementation Manager to engage and enable our largest customers. As an IM, you will be responsible for kicking off the customer lifecycle to show value and ensure customers are actively engaged and fully recognizing the potential of the AppOmni product.

Requirements

• 5-7+ years experience in customer success and/or technical account management in a SaaS organization, consulting, technical customer support, or sales engineering. 
• Current experience working directly with large enterprise customers, Fortune 100 companies, and C-level executives
• SaaS security experience, Cloud security experience, Identity and Access Management, vulnerability management, or experience in other cybersecurity disciplines are strongly preferred
• Understanding of various authentication methods
• Ability to understand various SaaS Applications’ RBAC structure
• Experience supporting customer organizations comprised of security teams and business application owners
• Working knowledge of common SaaS solutions such as Salesforce, M365, ServiceNow, Workday, Okta
• Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. Startup experience is a plus
• Strong customer facing and presentation skills with the ability to establish credibility with multiple stakeholders
• Has handled difficult customers or situations and can demonstrate resolutions
• Proficiency in Salesforce, Gainsight, and Zendesk is preferred

Responsibilities

• Serve as a coach and trusted advisor during the implementation of technical solutions
• Be consultative and build in-depth relationships; be viewed as a technical SME by exhibiting a complete understanding of customer technical goals and objectives
• Gain a complete understanding of customer business goals and objectives
• Own all technical parts of the implementation: customer onboarding, training, support, and technical enablement
• Build strong relationships with customers, partners, internal AppOmni teams and Customer Success team members
• Simultaneously manage multiple customers who are at different points in the onboarding lifecycle
• Resolve issues, conflicts, dependencies, and risks and provide status updates on aforementioned items
• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
• Ensure that a deployment and adoption plan is in place with each customer in order to facilitate the customer achieving their stated success criteria
• Introduce, demonstrate, and implement new products and features as they become available
• Develop familiarity with AppOmni’s API capabilities to help customers augment UI-based functionality with script-based approaches to unlock value
• Work with customers and AppOmni field teams to leverage the AppOmni Developer Platform to help build support for SaaS applications for which AppOmni does not currently provide native integrations. 
• Help the customer document their technical success criteria and strategy and partner with the CSM and customer teams to ensure adherence to the strategy; work with the customer to update technical success criteria if/as customer priorities shift during the onboarding process
• Track accounts to identify customer risk and work actively to eliminate that risk
• Be the voice of the customer during the onboarding process.to our internal stakeholders (engineering, product, sales, and executive leadership teams) and provide internal feedback on how AppOmni can better serve our enterprise customers
• Work closely with Product and Engineering on identification and tracking of product improvement requests, troubleshooting, and bugs
• Evangelize customer success stories with the AppOmni Marketing team
• Above all, put customer’s needs first and demonstrate customer obsession

Benefits

• Base Salary: The annual base salary compensation range in the U.S. for this role is: $106,000 - $176,000 USD
• Stock Options
• Benefits: The many benefits of employment with AppOmni include working remotely
• New hire home office / computer equipment stipend
• Generous paid time off
• Paid company holidays
• Paid floating holidays
• Paid parental leave
• Paid sick time and paid family leave for applicable states
• Health insurance - medical, dental, and vision with HSA option
• LifeWorks Employee Assistance Program
• Company-provided life insurance
• AD&D, STD/LTD and additional supplemental life insurance options
• 401(k) and Roth retirement saving accounts
• And a monthly wellness benefit reimbursement