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Implementation Manager

DigitalGenius

DigitalGenius

United Kingdom
Posted on Friday, October 21, 2022

Company Description:

DigitalGenius is a venture-backed artificial intelligence company delivering practical applications of deep learning and AI to some of the largest and fastest growing customer service operations in the world. We’re a dedicated team of conscientious and hard working young professionals committed to driving CX Excellence in E-Commerce. Our team is currently fully remote with colleagues based in the UK, US, and EU.

Role Description:

This role would report directly to the Global VP of Customer Success & Service Delivery. The Customer Success & Service Delivery team currently consists of 10 Customer Success Managers and Solutions Engineers who are responsible for all post-sales customer activities.

The Implementation Manager role would represent a new function for the team and be responsible for managing Pilot deployments for customers in the UK and EU. We offer free 6-week pilots to prospective customers as well as paid pilots that run up to 6-months. As an Implementation Manager you would be paired with a Solutions Engineer and expected to steer these Pilots to a successful outcome and conversion. This role is open to candidates in both the UK and EU.

Responsibilities:

  • Manage multiple projects in parallel for clients in our core vertical of E-commerce across all segments (SMB, Mid-Market, Enterprise) and every phase of the pilot lifecycle.
  • Understand customer requirements necessary to scope projects effectively, implement our solutions successfully, and achieve KPIs to ensure conversion at conclusion of Pilot.
  • Responsible for product performance reporting, business-value analyses, and ongoing project planning for your portfolio of pilots.
  • Stay current on best practices, industry trends, and customer pain-points to maintain and strengthen our product’s competitive advantages.
  • Work with clients to create mutually agreed upon implementation plans, project timelines, and SOW milestones.
  • Work with Solution Engineers to ensure timely delivery and continuous improvement of implemented solutions.
  • Effectively communicate project requirements, status, and results to clients in a high-touch customer success model.
  • Field customer support inquiries and manage escalations throughout the implementation lifecycle.
  • Create customer facing documentation to help guide customers on where/how they can implement elements of our services themselves.

Qualifications:

  • 4+ years client management experience in SaaS or IT – background in CRM, API, and/or Customer Service spaces a plus.
  • Bachelor’s Degree - MBA or technical degree a plus
  • Demonstrable proficiency building reporting (e.g. via SFDC, Zendesk, Tableau, GoodData and/or Excel)
  • Exceptional presentation and relationship skills with ability to communicate technical and business concepts effectively
  • Ability to multitask, prioritise, and manage time effectively and autonomously.
  • Competitive Salary & Equity Package
  • Generous vacation time (25 days of holiday annually)
  • Yearly "Free Week" in addition to annual leave
  • $500 One-Time Home Office Allowance
  • Freedom to experiment with your own ideas
  • Environment to develop your skills without bureaucracy or red-tape
  • Monthly fitness stipend of $210 or fully paid Third Space Membership