Implementation Manager

About Role:

As an Implementation manager you will be responsible for Managing complex projects with internal and external stakeholders working across teams and departments

What will you do:

- Apply Customer Engagement and mobile marketing best practices and use cases across industries/verticals to our client base

- Translate client strategies and business cases into tangible implementations and be comfortable speaking to technical and non-technical audiences

- Be the clients point of contact during the onboarding process and speak about technical implementation concepts

- Lead the delivery of multiple, concurrent enterprise-level implementations

- Execute against Project Management Methodology to ensure on-time implementations and increase the time to value of our clients

- Be an internal advocate for Clients's onboarding program and help optimize processes

- Help drive early adoption, setting KPIs, and success metrics for ROI

- Advocate customer business use-cases to product development

- Document technical requirements, create content, estimate schedules and timelines, goals/metrics, and customer objective key results and outcomes

- Own and Manage the client integration and onboarding process

- Ensure continuity between Sales and Customer Success

- Guide client tech team through the integration process

- Coordinate between internal cross-functional teams

- Enable, create and sign off campaigns with customers

- Plan and consult client marketing team on use cases and solutioning

What are we looking for?

Must have:

- Knowledge of Documentation of Integration Processes and Best Practices

- Project Management, Technical Problem Solving

- Understanding of Business process,Software design and deployment, Database concepts

- Understanding of Project Management methods & tools

- Good technical knowledge to help clients make appropriate customizations

Good to have:

- 3+ years of experience in a customer facing role involving SaaS Product Implementation

- Experience in working on integrations with Android/iOS/other app platforms

- Exposure to Mobile App Technologies is an added advantage

- Experience in CRM, marketing automation platforms is an added advantage

- Experience in JIRA, Zendesk or similar ticketing tools is an advantage

Measures of Success:

- Successful Go-Live

- Time to Value (TTV)

- Customer Satisfaction Score

- Product Adoption (Breadth/ Depth)

Who will you report to: Manager Customer Onboarding