Implementation Manager (LATAM Colombia)
Implementation Manager (LATAM Colombia)
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Job Description
About Gladly:
Uniquely powered by Customer AI Gladly is the only CX platform that puts the customer not tickets at the center of every conversation. Trusted by the worlds most customer-centric brands including Crate & Barrel Ulta Beauty and Tumi Gladly delivers radically efficient and radically personal was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly every conversation feels uniquely tailored and instantly responsive emotionally intelligent and operationally precise deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI uniquely designed to maintain a single continuous conversation across all channels while striking the perfect balance of technology and human connection. Learn more at.
About This Role:
As a Gladly Implementation Manager you will report to our Director of Implementation Services. You will be responsible for implementing and onboarding new Gladly customers on-time on-budget and in accordance with the Statement of Work. The Implementation Manager is a customer facing role and is responsible for setting every customer up for success and ensuring they are receiving value are reference-able and able to manage their Gladly instance once the implementation period has ended.
We are looking for someone with the desire and curiosity to constantly learn and take initiative in a fast-paced SaaS company.
What Youll Do On The Team:
- Successfully implement Gladlys strategic and enterprise customers. Manage resources from both the Professional Services Engineering team as well as implementation partners on time and on budget
- Lead change management for customers throughout the implementation process: from designing appropriate customer experience workflows to consulting customers on best practices to helping customers design their training programs test cases launch schedule and success metrics
- Work with customers to incorporate AI into their customer service experience in a way that preserves or increases CSAT is empathetic and enhances the overall customer experience
- Work closely with Sales and Customer Success to ensure smooth customer onboarding helping explain the implementation process and details to late-stage strategic prospects
- We treat our implementation process and collateral like products and work hard to continuously improve them. You will own default templates for enterprise projects: from kickoff decks to project checklist to talk tracks. Help us continually improve!
- Youll lead and own implementation retrospectives and action items that come as a result of those insights
- Document pilot and train other Gladly team members on the best practices youve developed or enhanced
- Lead discussions with Product Engineering and / or the Gladly leadership team during implementation should major issues arise using strong written and verbal communication skills. We highly value getting your direction and input on what can help make customers and the team successful!
- Develop a deep understanding of Gladlys suite of products best practices and industry standards
What Youll Bring To The Team:
- Youll have 3-5 years experience leading multiple enterprise implementations in a SaaS company. Your projects typically contain 5 key customer stakeholders from IC to C-Suite and span multiple months.
- Excellent English speaking and reading skills
- Youll have a strong knowledge of the contact center and customer service industry
- Ability to deliver projects on-time and on-budget; ability to manage scope creep and expectations in a firm yet empathetic manner
- Diplomacy and the ability to effectively communicate priorities and trade-offs both internally and externally
- Knowledge of APIs data models cloud service architecture and Web technology (e.g.: HTML CSS JavaScript)
- Ability to evaluate and troubleshoot basic product issues with customers and document for further resolution if needed
- Strong project management skills
- Quick and creative problem-solving skills
- A great attitude with the willingness to learn maneuver through ambiguity and collaborate with a growing team
- Strong written verbal organizational and time management skills (efficiency is key)
- Ability to thrive in a fast-paced do what it takes startup culture
Research has shown that individuals from marginalized groups are less likely to apply to jobs where they dont meet 100% of the criteria. Gladly values diversity of experience so if you believe you have the right skill set we welcome you to apply - even if you dont check every box in the job description. Were committed to an inclusive workplace and would love to see if you could be the next great addition to our team.
Why Join Gladly
At Gladly were not just building softwarewere transforming an industry. We take a people-first approach both in our product and our culture. When you join us youll enjoy:
- Competitive salaries stock options and comprehensive benefits
- Generous paid time off parental leave and home office stipends
- A fully remote work environment with opportunities for in-person team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
At Gladly we believe in challenging the status quo celebrating grit and striving for excellence. We thrive as a team by embracing transparency collaboration and a customer-first mindset. If this role excites you but you dont meet every qualification we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
Required Experience:
Manager
Employment Type
Full Time
