Implementation Manager

Summary

Join Webgility as an Implementation Manager and bridge the gap between our customers and our products, ensuring their success. Lead customer onboarding, provide a consistent and consultative experience, and drive product usage and adoption. Address customer inquiries, gather feedback, and maintain records. Contribute to customer retention and product improvement. This role requires a strong technical understanding of SaaS, excellent communication skills, and a customer-centric approach. Webgility offers a fast-paced, collaborative environment with opportunities for professional growth and various benefits.

Requirements

• 3-5 years of experience in an Onboarding/implementation role with a strong technical understanding of SaaS
• Excellent communication and writing skills to effectively convey information to customers and create clear documentation
• Customer-centric approach with a strong sense of responsibility for ensuring customer satisfaction
• Self-driven and quick learning approach, someone who can adapt to new technologies and processes rapidly
• Ability to multitask, prioritize, and manage time effectively
• Problem-solving skills to address customer issues and find solutions proactively
• Tech-savvy with the ability to understand and explain complex software concepts to a layman

Responsibilities

• Lead customer onboarding, ensuring successful product setup
• Provide a consistent experience across all customers, making them successful with Webgility
• Offer a consultative approach, providing adequate knowledge transfer to customer success
• Drive product usage and adoption among the customers onboarded for the first 90 days
• Address customer inquiries, concerns, and issues promptly to maintain high customer satisfaction
• Gather customer feedback and relay it to the relevant teams to drive product improvements, including raising tickets for bug fixes and handling feature/customization requests
• Maintain records of onboarding activities and regularly update the CRM (HubSpot)
• Contribute to customer retention by ensuring their success and satisfaction

Preferred Qualifications

• SaaS experience
• Fundamental accounting principles
• ECommerce platform knowledge
• Hubspot - basics & navigation

Benefits

• Work-Life Integration: We fully support Remote Working, paid time off, parental leaves to allow our employees flexibility in an ever-evolving work culture
• On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms, and on-the-job training
• Health & Wellness: Prioritizing employee well-being, we offer annual wellness sessions plus wellness time offs, unlimited access to a gaming room and a well-equipped fitness center
• Hardware & Internet: Remote employees get the hardware delivered straight to their doorstep. They are also eligible for reimbursement of the internet services
• Family Insurance: Group health insurance with the no-capping model that covers employees, spouses, and children
• Rewarding Culture: We honor our employees' accomplishments through thoughtful recognition programs, annual employee awards, annual meet-ups, and celebrate even the smallest of wins
• Open-Door Policy: Approachable management, monthly town halls to openly share ideas, transparent feedback mechanism, and leadership visibility are our success pillars