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AlertMedia · 1 day ago

Implementation Manager

Austin, TX HQ

Full-time

Hybrid

Mid Level

3+ years exp

AlertMedia is dedicated to saving lives and minimizing loss through effective communication during emergencies. They are seeking a customer-focused Implementation Manager who will manage customer relationships and guide them through successful software deployments, ensuring a seamless transition to Customer Success Management.

Enterprise SoftwareMobileSaaS

No H1B

Responsibilities

Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines

Lead customer kickoff meeting, initiating conversation on goals and desired business outcomes and setting mutually agreed upon expectations for the implementation project plan

Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted

Strategize with the larger Customer Operations team to provide the customer with industry-specific best practices and proven AlertMedia solutions, accounting for customer goals and use cases

Clearly communicate action items across internal and external teams and provide regular project updates to the customer

Sensitively manage and interpret data, consulting on data imports and automations

Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions

Diligently manage implementation milestones and overall project status internally in Gainsight

Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed

Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve and scale the implementation experience

Contribute to AlertMedia’s culture, values, and vision for the future

Qualification

Implementation ManagementSaaS ExperienceProject ManagementExcelSalesforceGainsightMonday.comAnalytical SkillsVerbal CommunicationWritten CommunicationNegotiation SkillsProblem-SolvingTeam Collaboration

Required

3+ years' experience in a strategic customer-facing role as Implementation Manager/Customer Success Manager/Account Manager

2+ years' experience in implementation or project management in a SaaS environment

Desire to work with demanding, multi-national customers

Experience using Excel is required

Excellent project management skills with proven ability to prioritize competing tasks

Outstanding verbal and written communication skills

Strong analytical, negotiation, and creative problem-solving skills

Self-motivated and action-oriented, yet willing to work within a team environment

Enthusiasm in collaborating with all members of our team (Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, Engineering)

The aptitude to learn and be coached