Implementation Manager | Customer Success | Reports to: Director, Implementation Services

If you are genuinely passionate about:

• Serving customers with empathy, expertise, responsiveness, quality, and accountability
• Implementing or improving Implementation Services processes, utilizing industry best practices
• Defining and measuring success
• SaaS technology, enterprise implementation, and system integration
• Implementation Services innovation, trends, technology, process, systems, & tools
• Thriving in the dynamic, highly competitive, and often hectic environment of a SaaS startup
• Driving to success with sometimes unclear objectives and unknown landscapes
• Strategy, systems, change management, program/project management, ITIL, Lean IT, Business Transformation, and Services Management
• Customer relationship management

And you have intrinsically outstanding levels of:

• Empathy
• Aptitude
• Emotional IQ
• Active listening
• Positive attitude
• Problem solving
• Responsiveness
• Effective communication (written, verbal, presentations)
• Change management
• Leadership
• Patience
• Poise
• Composure
• Organization
• Time management
• Sense of humor

And you have 3+ years experience:

• Implementing software/SaaS products for enterprise level customers

And you have:

• a Bachelor’s degree (Master’s preferred) in Business Management/Administration with a technology focus, minor, or concentration

Then you could be an excellent candidate to be our next Implementation Manager.

Scope:

• Plan and execute projects to implement Kapost SaaS, per our implementation phases (pasted below)

Phase

Key Activities

Plan

plan scope, schedule, resources, tasks & dependencies for implementation & handoff to CS

Discover current state assessment (process, content, tech stack, organization, campaign structure); process consulting/improvement; mapping to (operationalizing in) Kapost

Setup & Configure

Basic Studio Setup (content types, custom fields, initiatives, workflows, crowdsourcing)

Basic Gallery Setup (collections, custom fields)

Asset migration & tagging (if purchased)

Integrate

Standard Integrations with supported 3rd party apps (only on apps.kapost.com)

Test

Validate functionality, integrations, & workflows with core customer team

Train

Online Training Webinars: Getting Started with Kapost and Gallery for Admins (recorded or live)

Use Case / Day in the Life Sessions

Follow-up training (after usage)

Train the Trainer Enablement for Admin/Project Lead to Support Team Going Forward

Introduction to Kapost CSM (Customer Success Manager)

Rollout

Launch to all users

Focused support (from Kapost)

Handoff to CS

Implementation signoff

Full knowledge transfer and handoff to ED & CSM

• Achieve TTFV (time to first value) goals for your implementation projects
• Align and collaborate with members of Customer Success, Sales, and Product/Engineering  to ensure high quality, on-time implementations that ensure customers can be safely handed off to Customer Success Management, and will adopt and renew
• Systems/tools
• Microsoft Project
• Gainsight
• SmartSheet
• Implementation Services space in Jive
• Implementation Services channel(s) in Slack
• Implementation Services dashboard cards in DOMO (through Biz Ops)

Travel:

• Up to 50%