Implementation Manager

Roles & Responsibilities

• Skillfully project manage a portfolio of ~10 customer accounts that have recently signed up for Supermove and are ready to deploy
• Keep every stakeholder accountable by regularly knowing exactly which step of the project they are in, and which date they plan to keep their next step
• Coordinate cross-functionally by regularly updating a public and internal project plan for each customer
• Build and maintain senior-level relationships with your customer accounts while creating a premium and high-caliber experience
• Collaborate with customers by solving complex problems with out-of-the-box solutions to strategically and continually increase product value - All with the goal of launching them onto our software end to end
• Master knowledge about our product in order to effectively visualize what success means for the customer

Competencies

• Project Management
• Create project plan for end to end implementation with limited guidance
• Execute project plan working with various stakeholders at the customer and within Supermove
• Strong written/verbal communication
• Simplify & explain complex product concepts to a non technical customer base
• Comfort leading meetings with moving company owners & leaders (VP+ level audience)
• Ability to write / communicate product requests to the PMs / EPD teams
• Experience solutioning with customers (e.g., figure out how the product can help them achieve X, Y, Z workflows)
• Vertical SaaS experience preferred
• Be able to pick up industry specific expertise quickly through onsites & enablement modules
• Have worked with software products before so they have a baseline understanding of how to translate workflow requirements to config/product requests
• Summary: Can you create a project plan to get a large moving company implemented and work with various members of the Supermove/customer’s org to execute the plan?

Skills & Experience

• You have at least 2-4+ years of experience as an Implementation Manager (leading account implementation processes in the software or technology area, strongly preferred if coming from Vertical SaaS)
• 2-3 years if you have several strong internships and work experience at Series A-C companies
• You have been a primary owner of customer implementation and know what it takes to make Enterprise customers successful

Expected Outcomes

• First 30 days:
• Shadow & Train - Goal is to get up to speed quickly and end this by leading your first customer meeting successfully
• First 60 days:
• Accelerate - Become a fully ramped CX team member
• First 90 days:
• Excel - Contribute to key projects and impact customers
• After 90 days:
• Act as primary point of contact between Supermove and its Enterprise customers throughout the implementation phase
• Be able to successfully project manage multiple, concurrent implementations of varying complexity
• Meet all customer needs and deliverables according to proposed timelines
• Proactively communicate with customers to ensure a timely completion of migration
• Monitor and analyze customer’s usage of application with an eye towards driving deeper platform adoption
• Identify potential churn risk and lead proactive remediation efforts to mitigate and retain customers
• Collaborate cross functionally with Sales, Customer Success Managers, Engineering, and Product teams to optimize service delivery

Why this role

• Large amount of ownership within the first 3 months of joining.
• You will be introducing technology to the moving industry, an industry previously untouched by software. By working with our customer base, you will provide them more time, revenue, and speed – radically uplifting the entire moving experience for everyone in the world.
• Actively manage and drive successful implementations across a portfolio of moving companies and play a key role in deploying our software.
• You will directly influence the company's continued success.