Implementation Manager

Summary

Join Ethena, a compliance platform for modern teams, as a Customer Success Implementation Manager. You will work directly with customers and Customer Success Managers to project manage complex implementations, including customized training content development and non-standard product use cases. You will engage across the customer's organization and work cross-functionally within Ethena to identify opportunities and risks around launch timelines and technical integrations. You will also conduct customer meetings and calls through onboarding periods to drive proactive initiatives and ensure strong adoption. This role requires demonstrated proficiency in project management, excellent communication skills, and experience implementing solutions in a client-facing role. Ethena offers a fully remote work environment with flexible hours and a competitive salary and benefits package.

Requirements

• Demonstrated proficiency in project management and understanding complex product solutions
• Excellent written and live customer communication skills, with a focus on clearly communicating timelines and expectations
• Experience implementing a solution in a client-facing role and strong comfort working multiple projects simultaneously
• Ability to manage cross-functional relationships with multiple stakeholders
• Proven customer management skills/experience and effectiveness with difficult, and urgent customer situations
• Being decisive and inquisitive in understanding customer requirements for project plan in order to create a delightful customer experience while meeting time constraints / deadlines
• Highly organized and methodical with excellent follow-up to ensure customer expectations are exceeded

Responsibilities

• Work directly with customers and Customer Success Managers to project manage complex implementations, including customized training content development & non-standard product use cases
• Engage across the customer's organization and works cross-functionally within Ethena to identify opportunities and risks around launch timelines and technical integrations, and present recommendations and solutions
• Conduct customer meetings and calls through onboarding period with customers and internal stakeholders to drive proactive initiatives and ensure strong adoption
• Develop and implement scalable implementation plans for standard customers
• Serve as internal subject matter expert on implementations, non-standard product use cases, content customization, and integrations
• Capture suggested improvements and feedback from our customers for the Product team; offer values-driven suggestions to help Ethena solve our customer's expanding compliance needs
• Submit, track, and escalate Engineering tickets as needed, while keeping customers informed of progress in an easily digestible manner

Benefits

20 days of paid time off per year (prorated from your start date) in addition to all 11 federal holidays* and unlimited paid sick leave