Implementation Manager

Martyn Bassett Inc

Description

Company

Our client is making bold moves to reimagine a world without waste. Our client's B2B SaaS platform provides visibility and enables the profitable management of the 'circular economy': the end of life flow of used products.
The solutions they offer make the reporting and management of recycling simple. Their solution allows the customers to operate recycling programs with a high degree of data integrity and ensure recycling regulations compliance.


Mission

Are you passionate about helping to create a future without excess waste? Then this might be the opportunity for you.

Reporting to the Director of Client Experience, your role as an Implementation Manager will be focused on creating a seamless customer onboarding journey.

WHAT YOU'LL DO

  • Deliver high quality customer experience throughout the customers onboarding journey
  • Drive customer engagement through product discussions, project updates and platform demonstrations
  • Track progress and report on actual project status internally and to customers throughout the project life cycle
  • Manage scope, risk, schedule, quality, and communication for various stakeholders
  • Coordinate transition from Onboarding to ongoing Support at completion of project
  • Define new process models for handling multiple service deployments
  • Work with Client Experience team to produce quality onboarding materials
  • Be the voice of the customer internally, providing feedback to Product team and Marketing team
  • Develop internal processes to improve the project lifecycle, simplifying the process for customers
  • Make recommendations and influence important operating issues/decisions for the broader team
  • And other Customer Experience related duties as assigned

Experience & Expertise

  • Over 5 years of managing customer facing implementation projects, customer service, ideally in the Software field.
  • Strong people and relationship management skills
  • Experience managing and supporting clients with proven success in communicating with customers.
  • Ability to learn and persuasively articulate the organizations' value proposition to client senior executive teams
  • Strong communication and presentation skills (phone, video, email)
  • Patience and positivity.
  • Ability to be focused during a growing and changing scale-up environment

Apply