What are the responsibilities and job description for the Manager, Implementation position at Accelerate HC?
About the Company and Job
Our client is a fast-paced, high-growth start-up committed to transforming a $300B industry through an innovative all-in-one SaaS platform. Leveraging the latest technology, they're taking Commercial Specialty Contractors from the world of pen and paper to cloud-based, data-driven operations. Their leadership team has deep experience in both the Construction and SaaS technology industries, as theyll as resumes that include Stanford, Harvard, Wharton, Cornell, Microsoft, Salesforce, and multiple successful start-up exits.
Our client has been tripling year-over-year while raising nearly $150 million in total funding (most recent round in April 2024). Top-tier investors like Founders Fund, Siemens, 01 Advisors, and more have backed Our client! Also, Dick Costolo, former CEO of Twitter, joined their board, adding to an impressive group of investors / advisors including former President of Salesforce, Gavin Patterson; CAA founder Michael Ovitz; NFL legend Joe Montana; former heavytheyight champion Mike Tyson, and Boost Mobile CEO Stephen Stokols.
As a Manager / Senior Manager of Implementation (IM), you'll need to develop deep expertise of our client's product so that you're able to lead team members to architect solutions to complex implementation problems and provide adequate technical support for your team. You will need to understand their customers' multi-dimensional workflows, how their product supports these workflows, how their data integrates with third-party accounting solutions, and ultimately what business value they drive to their customers.
You will also be expected to meet Live ARR goals by managing activation numbers, delivering regular performance reports, managing capacity and scheduling, leading process-related initiatives, working with their Customer Support team to troubleshoot issues, and building trusted relationships with their customers.
What you will do :
- Manage a team of Implementation Managers to ensure all implementations are completed on time and to the satisfaction of customers.
- Act as a management point of contact for our client' strategic customers (private equity backed holding and operating companies) during the implementation process. Build strong client relationships and address any concerns or challenges that arise, maintaining a high level of customer satisfaction.
- Become a deep product expert so that you can support your team and help architect solutions to more complex implementation challenges.
- Work closely with Sales and Customer Success to manage customer expectations and facilitate seamless handoffs at both ends of the implementation lifecycle.
- Demonstrate mature judgment in negotiating and resolving conflicts with customers.
- Give detailed product demonstrations to both internal and external stakeholders.
- Conduct discovery sessions with customers and articulate any relevant product requirements to the Product team when your team cannot determine an ideal solution through configuration.
- Lead and mentor the implementation team, fostering a collaborative and high-performance culture at Their client. Provide guidance, training, and professional development opportunities to team members.
- Foster effective communication channels to address potential customer roadblocks or issues.
- Conduct quality assurance checks throughout the implementation process to ensure the accuracy and completeness of data and configurations.
- Be willing to travel up to 50% anywhere in the U.S. or Canada to meet with customers in-person.
What they look for :
What they offer :
