Implementation Manager facilitating customer implementations on AI - powered reputation management platform. Managing project delivery and customer success through effective communication and best practices.
About the role
- Implementation Specialist facilitating onboarding for complex Enterprise and Integration clients at FinQuery, an AI-powered accounting automation firm.
Responsibilities
- Lead engagements with Enterprise and Integration clients to align FinQuery onboarding with their long-term financial and technical business objectives.
- Serve as an internal escalation point for complex technical issues and troubleshooting requests.
- Own and execute end-to-end implementation projects, ensuring deliverables are on time for multiple clients simultaneously.
- Communicate with clients in a proactive and professional manner.
- Identify potential problems and troubleshoot independently to resolve issues.
- Coordinate with Sales, Professional Services and Customer Solutions to onboard multiple clients simultaneously accurately and efficiently.
- Engage with Engineering to resolve issues that arise in implementation and communicate product updates to the client.
- Comply with department standards in accordance with SOC regulations, especially as it relates to confidential document management.
- Support development of business cases with the customer team, including solutions estimates.
- Communicate project status and milestones to the client in a consistent and effective manner.
- Decipher, process and follow through on client requests.
- Manage customer relationships as well as the project team and internal experts.
- Provides customer focused interaction ensuring timely response and effective follow-up on client and/or internal requests and/or issues.
- Ensure client satisfaction and product/service adoption. Conduct all business in accordance with FinQuery policies and procedures.
- Mentor and provide guidance to junior Implementation team members, contributing to team best practices and skill development.
- All other duties as assigned.
Requirements
- Must have strong organizational skills and be detail oriented
- Strong written and verbal communication skills
- Proficient with Salesforce, MS Office, and G-Suite
- Ability to grasp complex and evolving onboarding processes
- Advanced customer service skills
- Strong project management abilities
- Minimum 2+ years of experience in a client facing role
- Minimum 2+ years of experience working with a high growth or SaaS company
- 4-year college degree or equivalent experience
- SaaS Software industry experience required
Benefits
- Annual employee development program stipend of $2,000 for each employee
- Mentorship program (available immediately)
- Sabbatical program (4 weeks after 5 years of service)
- Advancement opportunities based on results, not politics
- 401(k) plan with employer matching
- Signing stipend for a work-from-home setup
- Great health benefits with multiple plan options
- Flexible PTO (including 11 holidays and your birthday off)
- Free gym membership at our office (Atlanta HQ)
- Casual dress environment (when in office)
- Catered lunches every Tuesday & Thursday (when in office)
- Parental Leave Benefits
- Fertility/Adoption Assistance
- Annual tutoring stipend for your children
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