Implementation Manager

Summary

Join Culture Amp, a leading employee experience platform, as an Implementation Manager. You will be responsible for ensuring successful customer integration and utilization of the platform. This role involves guiding new and existing customers through onboarding, implementation, and specific account or product-related projects to achieve time-to-value. You will work closely with internal stakeholders like People Science, Customer Trainer, and Customer Success Manager to provide ongoing support and collaboration. This role also acts as a liaison between customers and the company, gathering feedback to improve the product and customer experience. The Implementation Manager leverages technical knowledge, project management expertise, and strong customer service skills to ensure successful implementation experiences and customer satisfaction.

Requirements

• Proven track record of successfully managing and implementing projects, preferably in a customer facing role
• Ideally 1 - 3 years' experience of implementing SaaS products with customers
• Experience with project management, customer success, or a related field
• Excellent communication and interpersonal skills to interact effectively with clients as well as internal teams and key stakeholders in the business
• Problem-solving abilities and a proactive approach to identifying and addressing potential issues
• Ability to clearly articulate technical topics to a non-technical audience

Responsibilities

• Be responsible for helping customers see ‘meaningful first value’ in the platform through successful delivery of account and product related projects - Oversee and lead the end-to-end implementation process for new and existing customers ensuring projects (Account Setup or Product Launches) are delivered on time within the customer's activation window, within scope, and meet or exceed customer expectations
• Configure and customize the platform per customer's specific objectives and requirements - Collaborating with clients to understand, gather and document their specific objectives, requirements and workflows to customize the platform or survey set-up accordingly; Ensuring the customized solution is aligned with the customer's HR systems, business processes and helps them meet their strategic goals
• Resolve Customer Issues/Escalations during Implementation - Act as a primary point of contact for clients to address and resolve any issues or challenges that may arise during implementation and resolve them in partnership with relevant stakeholders and cross functional partners in the business while keeping your People Leader informed; Proactively identifying and helping unblock customer barriers to successful implementation
• Project Management & Delivery - Create project plans that align to customer requirements and Success Plan and manage customer through this plan and timeline to achieve value
• Represent the Voice of Customer and Continuous improvement - Submit product feedback to inform the Product Team of customer needs and market trends; Gather customer feedback during and post-implementation to identify areas for improvement and influence future cycle launches; Contribute to the continuous learning and development of the team by sharing insights and experiences
• Stakeholder Engagement & Communication - Partner with PS, Trainer and Customer Success Manager by sharing regular updates on implementation progress, reaching out for active partnership on service needs within the project plan and ensuring seamless transitions for customer
• Process Documentation - Documenting the customer’s configurations and decisions at the end of each implementation to ensure efficient handoff/transfer of information to the Customer Success Manager and other IMs the customer may collaborate with in the future

Benefits

• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
• Programs, coaching, and budgets to help you thrive personally and professionally
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
• Team budgets dedicated to team building activities and connection
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
• Extended year-end breaks: An extended refresh period at the end of year
• Excellent parental leave and in work support program available from day 1 of joining Culture Amp
• 5 Social Impact Days a year to make a positive impact on the community outside of work
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
• Medical insurance coverage for you and your family (Available for US & UK only)