Implementation Manager

Your impact

• Manage new customers throughout the pilot onboarding period
• Recommend and implement marketing campaign strategies for new customers
• Track tasks and action items during the pilot period
• Assist in the smooth hand-off process to Customer Success team when a customer converts
• Support Customer Success team during 30-day post pilot conversion
• Serve as the subject matter expert (SME) on the new customer during the onboarding phase, guiding the internal team with your expertise.
• Develop a deep understanding of brand styles and tones
• Analyze and interpret metrics and data to derive valuable insights, supporting data-driven decision-making
• Proactively identify missing workflows and implement measures to address any gaps in our processes.
• Quality review messages during the pilot period
• Monitor and track tech issues
• Verify we’re using the Remarkable platform functionality to its full potential (eg macros integration, escalation workflows, etc.)
• Skillfully action on various tasks, exhibiting a proactive and solution-oriented approach

• Honesty and transparency
• Do your best work
• Always learning and improving
• Empathy

• Cultural fit with our values
• Extremely organized
• Analytical and data driven
• Enjoy learning about different companies and understanding their business
• Detail-oriented and motivated to help our clients and their companies be even more successful
• Excellent written and verbal communication skills, including content creation, public speaking and presentation skills
• Thrives on working in a fast-paced, frequently changing and evolving environment
• Energetic and positive team player
• Last and certainly not least, lover of customer experience!

We seek individuals with a passion for excellence and a keen eye for detail. To excel in this role, you should possess the following qualities:

• Innate curiosity and enthusiasm for various brands, allowing you to understand and adapt to different brand styles seamlessly.
• An analytical mindset that enables you to identify opportunities for workflow improvements, enhancing overall efficiency and performance.
• Exceptional communication skills, both written and verbal, empowering you to build rapport with customers and internal teams effectively.
• A natural sense of organization and time management, allowing you to juggle multiple tasks with ease.

• 2+years management consulting experience
• 2-3 years in customer onboarding with demonstrated analytical and problem solving skills
• Previous experience in customer support
• Experience with software tools like Klaviyo, Shopify, Zendesk, Gorgias, etc