About the role

Implementation Manager responsible for customer onboarding and optimizing their usage of Reputation's platform. Collaborating with various teams and managing multiple projects for successful implementation.

Responsibilities

Identifying and understanding your projects’ individual goals and drivers for the Reputation platform.
Strategically consult with customers to define implementation plans that are designed to streamline the customers time to value.
Work with multiple stakeholders within your projects for gathering the required data for onboarding. Including consulting with users to determine system functional specifications.
Guide Implementation Specialists in configuration of our software through design, development, documentation, and testing to bring maximum value to each customer’s unique use case.
Working closely with Project Managers, Implementation Specialists, Solutions Architecture, Engineering and Support capture and communicate requirements for configuration.
Manage client onboarding experience using approved project management solutions, successfully completing the implementation phase prior to transitioning the Client to Customer Success.
Be the main contact point for Clients providing project status updates and driving completion of the setup, and implementation of purchased solutions.
Be responsible for 25-35 projects simultaneously.

Minimum 2+ years of customer facing experience in an implementation, customer success, project management or customer support role.
SaaS experience a huge plus.
Bachelor’s degree or equivalent work experience required.
Highly organized, self-driven and eager to provide a superior customer service experience.
Key to this role is being able to guide the customer to value and work within a project timeline.
Able to be the trusted advisor and coach, it falls to the IM to apply the Reputation.com software to achieve the customers strategic business goals.
The successful candidate must have excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressure.
Knowledge of Salesforce.com, Microsoft or Google Suite of software, and teleconferencing programs (Zoom, Google Meets, etc.) preferred.
Able to manage a project consisting of individuals and maintain timelines, this will consist of working across disciplines including Professional Services, Data Science, Client Success Managers, and Global Support Delivery teams in multiple countries worldwide.

Flexible working arrangements.
Career growth with paid training tuition opportunities.
Active Employee Resource Groups (ERGs) to engage with.
An equitable work environment.
Health, dental and vision insurance.
401k.
Paid Parental Leave for all eligible employees as of day 1 of employment.
Employer paid short and long term disability and life insurance.
Employee Assistance Program (EAP).
Access to a wide variety of unique perks and apps: PerkSpot - Employee Discount Program, Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options, Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support, Omada - Virtual prevention and physical therapy program, Ladder -Life insurance to supplement outside of employer offering, SoFi - Financial wellbeing platform and 1:1 advice, Fetch - Pet insurance discount program, Spring Health for Guardian - Virtual mental health support, XP Health for Guardian (virtual eye-wear platform).