Implementation Manager

Summary

Join Knak's Customer Success team as an Implementations Manager and help delight clients by ensuring their successful use of our platform. You will serve as a trusted advisor and technical consultant, owning the end-to-end implementation and onboarding process for new and some existing customers. This role requires strong communication, project management, and problem-solving skills, along with experience in customer success or a similar field. Knak offers a rewarding work environment, competitive salaries, equity, great benefits, paid vacation, and opportunities for career growth. We encourage applications from all backgrounds and provide accommodations as needed.

Requirements

• 3 years experience in Customer Success, Implementations or equivalent role
• Exposure to project management including the ability manage complex tasks, budgets and milestones
• Exceptional communication skills both written and verbal
• Experience with running group training sessions or adult learning
• The ability to develop meaningful relationships with clients and truly understand their needs
• Problem solving skills and the ability to think outside the box
• Excellent multi-tasking skills and the ability to juggle multiple projects at the same time
• A proven tracking record of successfully managing a book of clients and delivering exceptional results

Responsibilities

• Be the lead point of contact for helping new clients familiarize with Knak through our implementation process
• Provide best practice advice, thought leadership and expertise to our client’s, ensuring they are set up for success
• Develop expert knowledge of Knak and our integration partners to answer technical questions about our product
• Work closely with other Knak stakeholders such as CSMs, AE, Support and leadership to ensure implementation success and strong internal communication
• Ensure projects are always completed on time and to a high quality standard
• Empower user adoption and solidify company brand and reputation through daily interactions with clients
• Maintaining healthy measures of success such as Time to Value, Customer Satisfaction, NRR and Feature Adoption

Preferred Qualifications

• Experience with SaaS products, Emails, Landing Pages and Marketing Operations an asset
• Familiarity with Marketo, Salesforce Pardot, Salesforce Marketing Cloud, Eloqua or other MAP tools an asset

Benefits

• Competitive salaries
• Equity in the company
• Great benefits
• Paid vacation
• Life leave days
• Team lunches and off-sites
• Commitment to YOUR career growth