Implementation Manager N (100% Remote)

Akkencloud - Nashua, NH

Full-time - Mid Level

Remote - Nashua, NH

About the position

As a critical member of the Customer Success team, the Implementation Manager plays a vital role in ensuring that clients successfully implement AkkenCloud. Reporting directly to the Vice President of Customer Success, this position is responsible for managing, tracking, and supporting a diverse range of clients and projects throughout all phases of implementation. The Implementation Manager serves as the primary contact for clients, guiding them through the onboarding process and ensuring that they receive the necessary support and resources to effectively utilize the AkkenCloud product. The Implementation Manager will leverage their expertise in the AkkenCloud product to provide clients with comprehensive guidance during the implementation process. This includes creating and maintaining project plans and documentation to assist clients in onboarding, as well as integrating AkkenCloud with other applications. The role requires close collaboration with Customer Success Managers to ensure a seamless transition from implementation to ongoing support, culminating in a successful handoff once the implementation is complete. In addition to managing client expectations and building strong relationships, the Implementation Manager will communicate project status, prepare reports, and facilitate regular meetings to keep clients informed. Daily interactions with Customer Support Engineers will be essential to deliver services that meet or exceed client expectations. Furthermore, the Implementation Manager will identify areas for improvement within the product and relay this feedback to the product development team, contributing to the continuous enhancement of AkkenCloud.

Responsibilities

• Serve as the primary client contact and manage all aspects of the AkkenCloud onboarding, implementation of modules and delivery of services.
• Serve as an expert in all aspects of the AkkenCloud product providing clients with guidance throughout the implementation.
• Create and maintain project plans and other documentation to assist clients with onboarding AkkenCloud. SmartSheet experience a plus.
• Assist clients in integrating AkkenCloud with other applications.
• Work closely with Customer Success Managers during onboarding and culminating in a successful handoff when the implementation has been completed.
• Manage client expectations by building relationships, communicating project status, preparing reports, and facilitating regular meetings.
• Work closely with Customer Support Engineers daily to deliver services that meet or exceed our clients' expectations.
• Identify areas of improvement within the product and communicate them to the product development team.

Requirements

• 3-5 years implementation or services delivery experience in B2B SaaS.
• Tech savvy - must be able to learn our software and subsequently teach end-users of various technical experience levels.
• Excellent interpersonal communication skills for client-facing needs, including being articulate and confident speaking to groups.
• Experience with client support and/or technical account management.
• Excellent organization and time management skills.
• Creative problem solver that enjoys a good challenge.
• Ability to multi-task and work in a fast-paced environment.
• Staffing experience a plus.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short and long term disability insurance
• Casual culture
• Stocked kitchen
• Nicely-equipped workout facility
• Happy hours
• Company socials