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 

• 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%

Hours:

• Kapost is a startup, full of fun challenges. The workload is not predictable. We do what we have to do when we have to do it in order to drive value, adoption, success, upsell, and renewal. So, you might work 30 hours some weeks, and 70 hours other weeks.

• We have high expectations and challenging objectives when it comes to your performance. We evaluate by results, we don’t micromanage schedules. So, manage your own schedule, meet our expectations, and achieve your objectives, and we’ll all be happy :)