Implementation Manager

Summary

Join Gladly as an Implementation Manager and report to the Director of Implementation Services. You will be responsible for the on-time and on-budget implementation and onboarding of new Gladly customers, ensuring their success and reference-ability. This customer-facing role requires managing resources, leading change management, incorporating AI into customer service, and collaborating with Sales and Customer Success. You will also own implementation templates, lead retrospectives, document best practices, and troubleshoot product issues. Gladly offers a fully remote work environment, competitive salaries, stock options, comprehensive benefits, generous paid time off, parental leave, and home office stipends.

Requirements

• Have 3-5 years experience leading multiple enterprise implementations in a SaaS company
• Your projects typically contain 5+ key customer stakeholders from IC to C-Suite, and span multiple months
• Excellent English speaking and reading skills
• Have a strong knowledge of the contact center and customer service industry
• Ability to deliver projects on-time and on-budget; ability to manage scope creep and expectations in a firm yet empathetic manner
• Diplomacy and the ability to effectively communicate priorities and trade-offs both internally and externally
• Knowledge of APIs, data models, cloud service architecture and Web technology (e.g.: HTML, CSS, JavaScript)
• Ability to evaluate and troubleshoot basic product issues with customers and document for further resolution if needed
• Strong project management skills
• Quick and creative problem-solving skills
• A great attitude with the willingness to learn, maneuver through ambiguity, and collaborate with a growing team
• Strong written, verbal, organizational, and time management skills (efficiency is key)
• Ability to thrive in a fast-paced, “do what it takes” startup culture

Responsibilities

• Successfully implement Gladly’s strategic and enterprise customers
• Manage resources from both the Professional Services Engineering team as well as implementation partners on time and on budget
• Lead change management for customers throughout the implementation process: from designing appropriate customer experience workflows, to consulting customers on best practices to helping customers design their training programs, test cases, launch schedule and success metrics
• Work with customers to incorporate AI into their customer service experience in a way that preserves or increases CSAT, is empathetic and enhances the overall customer experience
• Work closely with Sales and Customer Success to ensure smooth customer onboarding, helping explain the implementation process and details to late-stage, strategic prospects
• You will own default templates for enterprise projects: from kickoff decks, to project checklist to talk tracks. Help us continually improve!
• You'll lead and own implementation retrospectives and action items that come as a result of those insights
• Document, pilot and train other Gladly team members on the best practices you've developed or enhanced
• Lead discussions with Product, Engineering and / or the Gladly leadership team during implementation should major issues arise using strong written and verbal communication skills
• Develop a deep understanding of Gladly's suite of products, best practices and industry standards

Benefits

• Competitive salaries, stock options, and comprehensive benefits
• Generous paid time off, parental leave, and home office stipends
• A fully remote work environment with opportunities for in-person team gatherings
• A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive