Who You Are
You have Heart for Service
We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.
You are Curious
We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers’ business problems and the solutions delivered with our software.
You Find a Way
We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do.
About Alchemer
Alchemer offers the world’s most flexible feedback platform that allows organizations to hear from their customers and employees in the moments that matter most. By integrating into the systems organizations use every day, Alchemer keeps feedback in the hands of the people who can immediately take action and close the loop. Alchemer serves more than 13,000 global marketing, CX, HR, and market research customers, including many Fortune 500 companies. Alchemer is a KKR portfolio company.
Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.alchemer.com).
About the Job:
As the Enterprise Customer Implementation Manager, you will lead and expand the team responsible for the onboarding of Alchemer’s new enterprise customers, and work with the training, professional services, panels, and solutions teams to help the customer become operational and comfortable with the Alchemer platform. You will be responsible for understanding each customer’s business requirements and helping them realize rapid time-to-value from their investment in Alchemer’s technology and services. This is an opportunity to bring your extensive experience as an implementation expert, project manager, business analyst, consultant, and customer success professional to help grow Alchemer’s enterprise customer base.
Key responsibilities & duties
Leader
- 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
Relationship manager, coordinator and communicator
- 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
Consultant
- 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 manager
- 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
Qualifications
- 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
Compensation for this position includes an annual base salary of $120,000 to $150,000 eligibility for an annual bonus, and eligibility to partake in the Employee Participation Program.
Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.
Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.
At Alchemer, we’re committed to attracting, developing, and promoting a diverse workforce, and infusing DEI&B throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we’re increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply.
Don’t meet all the requirements? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification listed. Don’t let that stop you! We encourage you to apply if you have some of the requirements listed. You may bring qualities that we’re looking for in other areas. Building a diverse, inclusive, and customer centric workplace is important to us at Alchemer. If you’re excited about this role and your experience doesn’t perfectly align, we encourage you to apply anyway. Let’s talk!
