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About the role
- Customer Implementation Manager at CloudShare managing end-to-end implementation of SaaS solutions for Fortune 500 companies. Collaborating cross-functionally to drive customer adoption and satisfaction.
Responsibilities
- Lead end-to-end implementation projects for new customers: kick-off, project planning, resource coordination, milestones, risk identification/mitigation, go-live readiness.
- Translate customer business objectives, environment needs and workflows into a configuration of the CloudShare platform (labs, sandbox templates, integrations, usage policies, analytics).
- Deliver customer onboarding: environment provisioning, template setup, network & VM configuration, roles/permissions, usage controls, analytics setup.
- Provide training (both virtual and possibly on-site) to customer admins, trainers and end-users: how to create, clone and manage virtual labs; best-practice usage; adoption techniques.
- Drive customer adoption and value: monitor usage metrics, user engagement, provide proactive recommendations for optimisation and best practices.
- Serve as primary internal advocate for the customer during implementation: communicate status, escalate issues, ensure alignment with product, support and engineering teams.
- Document implementation plans, customer requirements, project status, training materials, and post-go-live check-in outcomes.
- Capture customer feedback on the platform and implementation experience; collaborate with Product and Engineering to refine the onboarding process and product features.
- Manage multiple concurrent projects/customers and adapt processes for scale and repeatability.
- Ensure client satisfaction and help the customer transition cleanly into the ongoing Customer Success / Account Management phase.
Requirements
- Bachelor’s degree in a relevant field (Business, IT, Computer Science) or equivalent experience.
- 5+ years of hands-on experience in SaaS implementation, onboarding, or customer-facing technical roles.
- Solid understanding of cloud-based infrastructure (virtual machines, networking etc…). Familiarity with virtual lab/training platforms is a strong plus.
- Excellent project management and organisational skills: able to define project plans, track milestones, manage risks and deliver on time.
- Exceptional communication skills (verbal and written), able to engage with both technical and non-technical stakeholders, and convey complex concepts.
- Strong customer-centric mindset with high empathy, ability to build trust and drive adoption.
- Comfortable delivering training to groups of varied experience levels.
- Analytical mindset: able to interpret usage/adoption metrics, provide insights, and actionable recommendations.
- Experience working cross-functionally with Sales, Product, Support, and Engineers.
- Ability to manage multiple implementations simultaneously while maintaining high quality.
- Flexibility and adaptability: comfortable with changing priorities and customer needs in a fast-paced environment.
Benefits
- Medical, Dental, Vision benefits
- 401K
- Flexible PTO
- 13 Paid Holidays
- Hybrid work with a modern downtown Denver location
- Onsite Gym, Starbucks, Parking
Job title
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