Customer Implementation & Initialization Manager - Miami, FL

EnterpriseAlumni

Miami, FL, USA

Published: 6/14/2022

Technology

Full Time

Job Description

Job DescriptionSalary:

EnterpriseAlumni isn't your average software company. We're the market-leading provider of Alumni Management software, helping giants like LinkedIn, Bank of America, and the Royal Air Force stay connected with their alumni. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients' organizations whilst creating a strong alumni value proposition. But we're not all business. We believe in work-life balance, celebrating our successes, and a culture of collaboration, respect, and a bit of fun!

About the roleWe are looking for a technically confident implementation manager to support our customers through conception to go-live of their alumni engagement platform. The successful candidate will be solutions-focused with excellent stakeholder management, communications and project management skills. Experience or understanding of marketing / engagement / community best practice is preferredas this is an engagement platform, though not required. An attention to detail along with the ability to comprehend and explain technical concepts to non-technical people is essential.

The Implementation & Initialization Project Manager will report to the VP of Customer Operations.

Adding value to the customer:You will work directly with customers from the inception of their alumni programthrough to launch and beyond, guiding them through a strategic implementation processas they make decisions and buildout their platform. After launch, there is ongoing relationship and delivery/project management, supporting customers for continued success.

Adding value to the team:Internally, the role actsas the voice of the customer to the product and engineering teams, while collaborating with customer operations colleaguesand reporting back to business leadership. This role needs to operate within controls and compliance protocols with the ability to deliverfor customers while maintaining organizational procedures and integrity.

Responsibilities

Manage projects effectively to deliver on-time, while maintaining consistent communication with customer.
Oversee all customer projects, such as integrations, custom apps, data migrations and special projects.
Liaise and collaborate with product, engineering and the program office to co-ordinate the work required to fulfill the project.
Develop and manage a detailed project schedule and work plan (agile).
Comfort in working with high-profile customers, experience managing projects with multiple stakeholders.
Own customer initialization - instructing the possibilities of the platform to deliver best solutions for their needs, end to end activation process
Own product implementation and configurations for simultaneous customer engagements to contract specifications.
Establish strong relationships with key customer stakeholders and maintain consistent lines of communication to drive high customer satisfaction.
Configure the platform based on customer-specific requirements and business needs.
Organize and deliver training sessions during customer onboarding, with a focus on platform overview and the Admin section.
Coordinate and support User Acceptance Testing (UAT) to ensure the successful validation of configured features and workflows.
Identify, track, and resolve configuration issues or software bugs prior to go-live.
Provide support during the go-live and post-go-live phases, addressing ongoing issues and ensuring a smooth customer transition.
Monitor, respond to, and escalate incidents in staging and production environments, as necessary.
Partner with sales and customer success teams to align customer goals and strategy to product deliverables.
- Provide multi-faced support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting.
- Maintain working knowledge of an ever-evolving software solution as a product expert.
- Communicate effectively with technical and non-technical roles in Product, Development, Sales, Solutions, and Customer Success.
- Serve as a product expert by maintaining up-to-date knowledge of evolving software features, services, and systems.

Qualifications & Experience

Required
- Strong project & time management, organizational, and prioritization skills.
- 2-5 years of relevant work experience in customer-facing projects.
- Excellent verbal and written communication skills; you'll be on the phone with and emailing customersevery day.
- Ability to collaborate with and lead teams;influencingwithout authority.
- Comfort in working with high-profile customers, experience managing projectswith multiple stakeholders.
- Ability to comprehend and explain technical conceptsand solutions,especially to non-technical people.
- An obsession with providing the best-in-class customer service and experience.
- Proven experience in customer onboarding, platform initialization, or a related role
- Experience in SaaS, cloud platforms, or enterprise software onboarding.
Preferred
- Project management or agile certification(s).
- Experience with JIRA, or comparable agile methodology.
- Experience working with data formats such as JSON files.
- Familiarity with systems such as, Zendesk, Google Tag Manager, Cloudinary, Juicer, Swagger (OpenAPI).

The role is part of a global Customer Operations team and will interact with customers across various time zones. This is a remote role, based in Miami, Florida. It is our intention to open an office in the future and at that tie the role will be considered Hybrid.

Why Join Us?

Be part of a fast-growing SaaS company with an innovative product.
Lead a high-performing team and make a direct impact on customer success.
Enjoy a collaborative and inclusive work environment.
Access to ongoing professional development and growth opportunities

EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

NO RECRUITERS PLEASE.