Implementation Manager

Easol - New York, NY

Full-time - Mid Level

New York, NY

Professional, Scientific, and Technical Services

About the position

The Implementation Manager at Easol plays a crucial role in the company's growth by overseeing the successful implementation and onboarding of customers onto the Easol platform. This position focuses on providing strategic guidance to clients, ensuring they achieve their business objectives and derive maximum value from the software. The role requires a strong customer success and technology delivery background, with an emphasis on building relationships and driving customer satisfaction.

Responsibilities

• Build and nurture customer relationships at all levels and identify areas for improvement.
• Help customers achieve their objectives by understanding their business, success measures, and challenges.
• Become an Easol platform expert and assist customers in utilizing its functionalities and community.
• Ensure customer success strategies lead to faster sales, higher product adoption, and improved customer satisfaction metrics.
• Deliver implementation metrics timely to reduce customer time-to-value.
• Measure, analyze, and report on internal customer success and onboarding metrics.
• Design and automate a customer feedback loop, advocating for customer needs and collaborating with product and engineering teams.
• Continuously optimize the implementation process and maintain a repository of testimonials and case studies.

Requirements

• Bachelor's degree or equivalent.
• Proven track record of excellent performance in a fast-paced startup environment.
• Experience in SaaS/B2B within customer success, account management, or professional services.
• Highly analytical and data-driven with the ability to interpret large data sets.
• Excellent written and verbal communication skills with a high level of empathy.
• Basic knowledge of HTML, CSS, and JavaScript is a plus.
• Experience with web building platforms (e.g., Shopify, Squarespace) or a strong willingness to learn.
• Basic understanding of e-commerce, web analytics, and digital marketing.

Nice-to-haves

• Experience in a competitive and fast-paced environment.
• Passion for experience travel and adventure.

Benefits

• Weekly company meetings for visibility into business operations.
• Open forum for sharing ideas and feedback.
• Company-funded 'deep week' for focused project work in a chosen destination.
• Monthly contribution towards gym membership and mobile phone contract.
• Annual personal development budget and support for equipment selection.
• 33 days of holidays, inclusive of public holidays.