Client Implementation Manager

3 weeks ago

Vancouver, Canada Battlefy Full time

*This posting is intended to create an internal bench for future roles in our implementation team. The interview process will vary slightly but once availability opens up, candidates will be on boarded from the bench in an accelerated process rather than completing an entire recruitment process.

*This job is remote-friendly for all candidates currently authorized to work in the United States or Canada.

Description

We are Battlefy, and we power Esports.

As a Client Implementation Manager, you will be responsible for overseeing the successful implementation of new clients and ensuring their smooth transition to our products or services. Ideally, you will have a background working B2B SaaS products, assisting with both requirement gathering and implementation in order to deliver world class experiences for clients.

You will serve as the primary point of contact for clients during the implementation process, working closely with internal teams and external stakeholders to ensure client requirements are met. Your goal will be to deliver high-quality implementation projects within agreed timelines, while providing exceptional customer service and ensuring client satisfaction. You'll be able to work with incredible organizations like Riot Games, EA, Redbull, NFL, NBA, NHL and be a key component in helping the biggest brands in the world deliver their global esports strategies using our platform.

Requirements

Responsibilities:

  • Manage end-to-end implementation projects for new clients, from project initiation to post-implementation support.
  • Collaborate with sales, product and development teams to gather client requirements and develop customized implementation plans.
  • Conduct thorough needs assessments and gap analyses to identify client-specific requirements and potential challenges.
  • Define project scope, objectives, deliverables, and timelines in collaboration with clients and internal teams.
  • Coordinate and facilitate project kickoff meetings, ensuring clear communication of project goals, roles, and responsibilities to all stakeholders.
  • Identify and mitigate project risks and issues, implementing proactive measures to ensure successful project outcomes.
  • Work closely with technical teams to configure and customize software solutions to meet client needs.
  • Develop and maintain project documentation, including project plans, status reports, and issue logs.
  • Conduct regular status meetings with clients and internal teams to provide updates on project progress, address concerns, and manage expectations.
  • Monitor and evaluate client satisfaction and program success metrics and proactively addressing any concerns or issues.

Skills:

  • 5 years experience in Saas/Software Implementation, Project Management, or Customer Success functions, with at least 2 of these working with both technical and non-technical business partners.
  • Experience in customer-facing roles.
  • A strong customer success mindset with a bias for action ability to balance client goals and company outcomes.
  • Ability to understand and uncover underlying problems by asking questions to both internal and external stakeholders and thinking critically to discover solutions to unique issues.
  • Strong written and verbal communication skills
  • Strong general computer skills (e.g. Office/Excel, GSuite, Jira, etc.)
  • Ability to accommodate client time zone differences

Nice to have's:

  • Experience working in an iterative development environment.
  • Experience collaborating with product management to contribute to new features and product roadmap.
  • Be able suggest unique and non-standard solutions to occasional client problems.
  • Experience working in user research and discovery.

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