Full-Time
Enterprise Customer Implementation Manager
Posted on 5/14/2024
Feedback and data collection platform
Data & Analytics
Senior, Expert
Lafayette, CO, USA
Required Skills
Sales
Requirements
- 5+ years of relevant experience in implementation or project management for Mid-Market/Enterprise clients, ideally at a SaaS company.
- 2+ years of leading an implementations team as an effective collaborator who can motivate, influence and clearly convey concepts to leaders
- Technically-savvy, experience with implementation of ERP, SaaS platforms, or related system integrations, and have a working understanding of business intelligence systems
- Proven ability to thrive under tight deadlines while successfully juggling a multitude of projects simultaneously
- Ability to turn difficult situations into pragmatic solutions while maintaining customer satisfaction
- High-level problem-solving skills and ability to think creatively
- Strong listening skills; demonstrated ability to ask effective questions
Responsibilities
- Develop the vision and strategy for the Implementation and Onboarding team
- Build and expand the team to meet the needs of the growing Alchemer customer base
- Implement processes that shape the onboarding function to drive efficiency, customer engagement, and ability to scale
- Develop and deploy the tools, templates, and other artifacts needed to effectively deliver a consistent and exceptional customer onboarding experience
- Document customer success stories and convert some of those stories to white papers
- Alert the Alchemer Sales team to potential customer needs and sales opportunities
- Document onboarding best practices and create resources for internal and external stakeholders
- Facilitate client discovery meetings to support the Alchemer Sales organization
- Own the customer implementation and onboarding process and serve as the customer’s primary point of contact during the onboarding phase of the Alchemer customer journey
- Liaise directly with customers to ensure they properly implement the Alchemer platform
- Collaborate with internal training, Professional Services, and Research Solutions resources to ensure the seamless, timely, and efficient delivery of onboarding services for the customer
- Coordinate effectively with third parties, as necessary, to drive desired outcomes
- Document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager and Customer Support team’s after onboarding
- Manage the customer transition from the Onboarding Team to the Alchemer Customer Success Managers and Alchemer Customer Support team
- Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints
- Advocate customer business use-cases to the Alchemer Product team
- Support the Sales to Onboarding Services handover process to ensure a smooth transition from the sales cycle to the onboarding phase
- Collaborate with the customer to establish goals, success measures, key performance indicators, and success tracking and reporting
- Conduct business analysis and coaching
- Engage with customer stakeholders to understand their business and technical goals for using Alchemer, building credibility and establishing Alchemer as a trusted advisor and valued partner
- Translate customer requirements to solutions
- Catalog common customer use cases and related Alchemer solutions
- Coach the customer on survey best practices
- Run discovery sessions with prospects to identify key customer outcomes and requirements
- Effectively deliver engaging enablement training and workshops
- Project manage the implementation of enterprise customers to successful outcomes, accelerating time to value, driving customer adoption, and positioning the account for growth
- Log, track, and manage customer and onboarding issues to resolution
- Manage transitions and hand-offs throughout the implementation process
- Define project goals and build detailed project plans
- Manage project budgets and expenses, and estimate human resource needs
Alchemer provides an excellent work environment centered around its role as a provider of a comprehensive feedback and data collection platform. Catering to Fortune 500 companies among other global customers, Alchemer promotes a culture of customer-focused innovation and data-driven decision-making. This makes it a prime workplace for those interested in developing cutting-edge technology for customer and employee engagement in a highly relevant field.
Company Stage
N/A
Total Funding
N/A
Headquarters
Louisville, Colorado
Founded
2006
Growth & Insights
Headcount