Job Description

Think Company is looking for an experienced Customer Implementation Manager who will manage the integration of a pilot group of customers onto our Client’s new SaaS platform. The pilot is for a state-of-the-art analytics platform that enables organizations to understand the quality & performance of their leadership today and how to manage their leaders and teams into the future.

In this role, you will ensure cross-functional teams are working in lock step to onboard, support, and learn from the pilot group of customers.

The ideal candidate is seeking a career in SaaS customer success, is a passionate advocate for quality, possess outstanding project management skills, and has a solid understanding of contemporary task tracking tools and Agile methodologies.

Responsibilities of a Customer Implementation Manager:

• Drive the project planning and customer implementation process of our Client’s early adopter pilot program
• Actively seek out information and gather requirements and timelines from internal stakeholders, 3rd party partners, and customers throughout the life of the pilot program
• Manage and communicate technical product set-up and client implementation progress: customer profile creation, user set-up, client data integration, and content configuration, and product usage
• Develop a deep understanding of the pilot customers journey, and the benefit that leveraging the platform creates, outlining success plans, objectives, and goals for onboarding to the pilot program
• Become an internal power user of the platform, and stay on top of the product roadmap and new features as they’re released
• Troubleshoot and, when needed, partner with the product and engineering to solve customers technical issues and bugs
• Partner with the Customer Success team to provide ongoing feedback to the product team to help inform the product roadmap
• Strategize with cross-functional teams to ensure overall pilot program and business goals are achievable and ensure optimal customer outcomes
• Prepare and facilitate cross-functional alignment meetings, ensuring all teams have awareness of customer status, risks, and future needs
• Unblock issues and support day-to-day progress for the pilot program; map out and define the list of dependent tasks that need to be completed to reach the overall goal
• Define and lead communication activities to create transparent reporting and escalation structures across the pilot program
• Help develop and document best practices to continually improve the effectiveness of existing processes
• Create and maintain documentation relevant to the management of the pilot program

Qualifications include, but are not limited to:

• 5+ years of customer success or implementation experience at a fast-paced, high growth SaaS company servicing enterprise accounts
• Exceptional interpersonal, organizational, and time management skills in order to juggle competing priorities for yourself and teams you collaborate with
• The ideal candidate is a proficient Jira user and has experience training customers on new software platforms
• You get excited about software and can translate customer feedback into requirements for our internal team
• You speak your mind and have no issue raising concerns with teammates, but are also able to disagree and commit when a collaborative decision is made

Think Company defines and solves business problems for companies across a wide range of industries, from start-ups to Fortune 50 organizations. Our environment is dynamic and highly matrixed, involving design, development, and project management. We do more than production—we conduct discovery, research, ideation, prototyping, testing, and implementation.

Our employees—Thinkers—present concepts to executive-level stakeholders, answer hard questions, and use evidence to make recommendations. Our solutions often solve the challenges of modern companies—integrating multiple systems, breaking down organizational silos, and creating more holistic service experiences. See examples of our typical projects.

We are a design firm that encourages fun, creativity, and relationship building. Check out Think Company’s Core Values.

Think Company is dedicated to greater diversity and inclusion within our organization and provides equal opportunity to people of all races, ethnicities, religions, genders, sexual orientations, gender identifications, abilities, income, marital status, ages, philosophies, disabilities, and veteran status.

Recruiters and staffing companies need not contact us and do not have permission to contact people on our behalf.

How to Apply

Job Types: Full-Time. Job Tags: Customer, Customer Implementation Manager, manager, Tech, Think, and ThinkCompany.

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