Remote Implementation Manager

Summary

Join a team that is intellectually curious, has a high degree of personal ownership and accountability, and values teamwork and collaboration at Center, a hyper-growth SaaS company backed by the co-founder of Concur.

Requirements

• 2-3+ years of job relevant experience
• Education Bachelor's degree in Business or Information Technology or equivalent work experience
• Experience in project management, consulting and/or software implementation experience
• Effective oral and written communication skills
• Proficient in the use of Microsoft Office suite of software
• Knowledge of cloud products and services
• Strong presentation skills
• Ability to travel as needed

Responsibilities

• Establish a strong relationship with your customers
• Partner with the Sales organization for a warm handoff from commitment to adoption
• Engage with a prospect during Sales cycle to assist with requirements & functionality
• Actively listen to the customer’s challenges and prioritize a solution
• Collaborate with customer to ensure satisfaction and identify opportunities to add value
• Meet all deadlines through a self-driven mindset & deliver on promises to customers
• Manage expectations of customers and mitigate risk
• Plan, design & configure our customers deployments from Sale to Adoption
• Independently plan, organize, and manage deployments for multiple customers
• Lead the customer through consultation and analysis of their requirements & business processes
• Consult and guide the customer with recommendations and best practices
• Configure Center Expense to the customer requirements incorporating best practices
• Coordinate and validate the integration of data from Center to other tools
• Train customers and prepare end users
• Partner with the customer during critical/early stages of the relationship
• Focus on the value our product(s) bring to the customer and strive to deliver value at each interaction
• Drive adoption early in the journey through specific and personalized use cases
• Maintain the momentum of the project through visible value and active listening to overcome objections
• Act as the point of contact for escalations
• Identify the health of the customer early in their journey
• Prepare the customer for later stages of the customer journey
• Provide exemplary customer service through every engagement (project, email, case, and call) with the customer
• Partner with the customer to address needs & deliver positive outcomes
• Present complex ideas both written and verbal that are organized and professional
• Identify customer needs using common characteristics, use cases, and best practices
• Demonstrate empathy & responsibility
• Assist in building a scalable Customer Success organization
• Create, edit, and publish internal and external documentation
• Identify efficiencies in the deployment process
• Partner with the Product/Engineering team for suggested product & process enhancements
• Be creative with workarounds and best practices based on limitations of the product
• Assist in creating processes & documents for onboarding new Customer Success resources

Benefits

• $80,000 - $90,000 a year
• Competitive salary
• Performance bonus
• Generous paid time off
• Comprehensive health benefits
• 401(k) participation
• Self-Managed PTO plan
• 9 Paid Holiday’s
• Paid Parental Leave
• Commuter Stipend
• Health care benefits including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter and 401(k)