Customer Implementation Manager

Role Overview

• Effectively oversee the simultaneous implementation of multiple customers, maintaining a daily task list to ensure timely delivery of value
• Act as a liaison between internal and external team members to deliver on the project scope and ensure customer satisfaction
• Facilitate customer meetings to collect information, work through onboarding activities, and provide updates on onboarding progress
• Present technical information both verbally and written to technical and non-technical audiences
• Collaborate with Customer Success Managers by providing status updates on onboarding, making them aware of any issues or escalations that may cause onboarding to miss key deadlines
• Conduct trainings and demonstrate product functionality to existing customers
• Resolve customer issues, alone and through collaboration with other teams; approach all situations with curiosity and creativity
• Maintain high level of expertise and technical proficiency in our product
• Partner with the Product teams during new product and feature launches to ensure you understand how they will apply to the customer’s technical needs
• Advocate for the customer by taking their feedback and sharing it with other departments to improve processes and product offerings that impact the customer experience
• Continuously look for opportunities to improve implementation processes
• Contribute towards the development of a strong team environment by upholding high work standards
• Go the extra mile to ensure our customers are successful
• Occasional travel (≤5%) may be required to visit customers, attend onsite workshops, or participate in company events.

Requirements

• Technical aptitude and ability to learn software programs
• Strong communication and interpersonal skills, both written and verbal; effectively use email, phone calls, and meetings to make decisions and resolve problems
• Ability to explain technical situations in non-technical terms
• The skills to be personable, patient, and empathic when working through customer issues and escalations
• The ability to manage multiple priorities while maintaining strict attention to details
• Energy and are self-motivated; a team player who is a proactive and creative problem solver
• Experience working cross-functionally in a team-oriented environment – emphasizing overall success over individual responsibilities
• A desire to learn, take initiative, and deliver results

Tech Stack

• Go

Benefits

• Health Insurance: We offer 3 options (1 option is 100% premium paid by QW for employees) + Telehealth
• Dental & Vision: We cover 100% of premiums for employees
• 401k: We match 100% of contributions up to 4% and you're fully vested on day 1
• Parental leave, PTO, summer hours, zoo membership, and more.