Position Summary
We are seeking a highly organized, dynamic, and proactive individual to oversee our customers ‘getting started’ phase in implementation and onboarding. This role is critical in ensuring a smooth and successful customer experience. In addition to managing the initial customer journey, this individual will serve as a strategic bridge between Sales and Services, managing resource allocation and assisting leadership in long-term capacity planning.
Key Responsibilities:
·Initial Outreach/Guidance: Reach out to customers promptly after contract signature within our posted time-to-start SLAs (currently 1-2 business days). Host pre-kick-off calls, as needed, to introduce the onboarding process and align on timeline expectations.
·Resource Allocation/Assignment: Act as the primary owner for assigning projects to Project Managers, balancing workloads across the team to ensure high-quality delivery. Facilitate a seamless transition of customers to their assigned project manager, ensuring all relevant information is passed on effectively.
·Resource Planning: Assist the Director of Implementation in resource planning and capacity forecasting. Monitor team KPIs and implementation trends to provide recommendations on hiring needs or process shifts.
·Sales Liaison: Collaborate closely with the Sales team to provide accurate kick-off date estimates for prospective clients based on current team bandwidth and project queues.
·Process Excellence: Standardize operational processes to increase the scalability of the onboarding team. Identify opportunities to leverage AI and tooling to optimize workflows.
·Escalation Support: Serve as a point of contact for at-risk accounts during the beginning implementation phases (Phase 0 and Phase 1) to ensure customer retention from day one. Director of Implementation will remain initial point of contact for escalations for customers in Phase 2 and beyond.
Qualifications:
·Bachelor's degree in business administration, project management, or a related field.
·Proven experience in SaaS implementation, project coordination, or similar roles.
·Experience with CRM systems (e.g. Salesforce) and project management tools (e.g. Mosaic, GuideCX, Salesforce, Certinia, etc.).
·Demonstrated ability to mentor team members and lead through cross-functional collaboration.
·Strong ability to monitor performance metrics, analyze trends, and report findings to senior leadership.
·Exceptional interpersonal skills with the ability to manage stakeholder relationships across Sales, Product, and Support teams.
Preferred Qualifications:
·Experience in fast-paced technology environments.
·Experience in a role requiring high-volume workload management (e.g., managing 15–20+ concurrent implementations).
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