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EnterpriseAlumni · 2 months ago

Senior Implementation Project Manager (SaaS) - Argentina

United States

Full-time, Contract

Remote

Senior Level

7+ years exp

EnterpriseAlumni is a market-leading provider of Corporate Alumni Management software, helping major brands connect with their alumni. They are seeking a highly motivated and experienced Senior Implementation Project Manager to lead onboarding and support functions for their SaaS platform, ensuring successful customer deployment and optimizing the customer experience.

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Growth Opportunities

Responsibilities

Lead the end-to-end implementation process for new customers, ensuring timely and successful deployments of the SaaS platform

Collaborate with cross-functional teams (e.g., Product, Sales, Engineering, and Customer Success) to define implementation plans and address customer-specific requirements

Analyze client needs, customize solutions, and integrate the SaaS platform with existing systems where applicable

Develop and improve implementation practices, methodologies, and tools to enhance efficiency and scalability

Act as the primary point of contact for customers during the onboarding phase, ensuring a smooth transition from sales to operations

Oversee the customer support team to ensure prompt and accurate resolution of technical issues and inquiries

Develop support workflows and SLAs to maintain a high standard of customer satisfaction

Monitor key performance metrics (e.g., response time, resolution time, and customer satisfaction scores) and implement strategies for continuous improvement

Escalate critical issues to appropriate teams and drive resolution activities

Build and maintain a knowledge base, FAQs, and other support documentation for customers and internal teams

Maintain close customer prelateship and handle critical matters directly

Foster strong customer relationships, acting as a trusted advisor to ensure long-term satisfaction and retention

Conduct regular check-ins with customers to gather feedback and identify areas for improvement

Drive customer adoption of the platform by providing training and workshops tailored to client needs

Collaborate with Customer Success Managers to identify upsell and cross-sell opportunities

Manage and mentor a team of implementation specialists and support specialists

Provide training and development opportunities to enhance team skills and knowledge of the SaaS platform

Set clear objectives, monitor team performance, and provide regular feedback to foster growth and accountability

Ensure alignment between implementation and support teams to deliver consistent and seamless customer experiences

Continuously evaluate and improve implementation and support processes to drive efficiency and scalability

Leverage customer feedback to improve product features and functionality, working closely with the Product and Engineering teams

Generate and present performance reports to stakeholders, highlighting key metrics, challenges, and achievements

Stay updated on industry trends and best practices to ensure the company remains competitive in its implementation and support services

Qualification

SaaS implementationCustomer support managementTeam leadershipCloud technologiesAPI integrationsProject management toolsCommunicationProblem-solvingDecision-making