Implementation Manager

Responsibilities

• Customer Onboarding Success:
  Achieve an 85% graduation rate per quarter by understanding customers’ desired outcomes, onboarding goals, and Time to Value (TTV); completing account build for workflow; identifying upsell/expansion opportunities; and managing at-risk accounts to mitigate early-term and non-renewal churn.
• Customer Satisfaction, Health and Relationship Management:
  Manage onboarding communication and cadence call expectations, complete Onboarding EBRs and CSM handovers attended by customer decision-makers, maintain engagement with at-risk (0DT) accounts, and conduct regular account health checks using key adoption and health indicators.
• Product Expertise and Training:
  Serve as a product expert by understanding functionality and use cases, and lead training sessions tailored to customer needs.
• Communication and Engagement:
  Build strong relationships through effective communication, cadence calls, and strategic reviews with customer decision-makers.
• Data Integrity:
  Maintain accurate records in Catalyst, ensure data integrity, and continuously update processes for optimal customer success.

• 4+ years of experience in customer onboarding, customer success, or account management, preferably in a SaaS or technology-driven environment.
• Excellent verbal and written communication skills, with the ability to engage with decision-makers and manage customer expectations.
• Earned a 4 year college degree from an accredited college or university.
• Experience with tools like Catalyst is a plus!