Implementation Manager

As Implementation Manager you will perform a pivotal role in driving the value proposition and customer-centric approach to the implementation and configuration of the Headversity offering. You are responsible for leading and overseeing the company's onboarding processes, ensuring the highest quality deliverables, closely follow clients’ expectations and strictly follow _headversity_’s business requirements. You will be responsible for training administrators and users, and empowering strong adoption of the solution while facilitating long-term retention. You will become a product expert and leverage that knowledge to plan and execute on high quality customer onboardings to ensure successful delivery of value to our customers. Internally, you will work cross-functionally as a project quarterback to ensure your customer onboarding needs are met throughout the onboarding lifecycle. This role works closely with the senior leadership team, as well as relevant departmental leads to help ensure that all Client Operations activity is in alignment with _headversity_’s strategic direction.

**Duties and responsibilities**
- Manage the end-to-end lifecycle of client implementations for all new and existing customer product onboardings;
- Manage multiple projects simultaneously and maintain corresponding project plans with key implementation milestones;
- Become an expert and continual learning with our entire technology stack and investigation of use cases to help your customers get the most value from our offerings early in the customer lifecycle;
- Provide feedback on products and integrations, and test new functionalities;
- Collaborate with internal teams to resolve technology issues and share customer feedback;
- Identify and support the implementation of process improvements to continuously advance our work and the value that we deliver to customers;
- Devise evaluation strategies to monitor performance and determine the need for improvements;
- Support the entire implementation function with ongoing management of customers, support, training, and any other issues that may arise;
- Drive a client-obsessed team culture by delivering exceptional product launch and product promotional campaigns;
- Work in collaboration with the Client Success Managers to ensure client retention and drive new business;
- Support pre-sales efforts and activities at existing customers and new prospects;
- Provide feedback on client content production, timelines and delivery to ensure all engagement and promotional deliverables strengthen client relationships;
- Help define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement;
- Strong knowledge and engagement in showcasing and troubleshooting product;
- Develop strategy to optimize the client onboarding and ongoing experience and advocate for the product and service enhancements needed with internal stakeholders;
- Deploy efficient, effective and scalable processes that deliver a best in industry experience to our customers;

**Qualifications**
- 5+ years of relevant work experience in a customer facing role
- Experience driving software adoption and leveraging strategic customer success programs;
- Proven ability to collaborate across an organization and with stakeholders;
- Willingness and ability to address escalated client issues with speed and urgency;
- A demonstrated ability to lead, mentor and coach with a need to continue learning and developing excellence in leadership;
- Confident, high energy, self-motivated and a true team player;
- Experience working with and communicating to senior and executive level customer;
- Excellent communication and presentation abilities;
- Demonstrated ability and desire to work and excel in fast-paced environment;
- Excellent multitasking and project management skills;
- Well-organized, with a high attention to detail and ability to prioritize;
- Proficiency with MS Office, HubSpot, LinkedIn, Canva, and all of _headversity’s_ _software;
- Public speaking skills.

**Working conditions**
- Extended hours sitting at a desk
- Using computers, a suite of productivity and communication software, and other office equipment
- May require working evenings and weekends
- May require travel

**Physical requirements**
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to access various departments of a given location.