Implementation Manager

WHAT YOU'LL DO

• Running Successful Implementations for our Customers 
• You will lead successful implementations for our customers
• You will act as the primary point of contact and best practices expert, training the customer on how to use 15Five to fit their needs
• Your goal will be to maintain high levels of customer satisfaction while also iterating on and improving the implementation process
• You will help customers with configuring the 15Five platform to reach their goals
• You'll learn to speak fluently about performance management, Best-Self Management and employee engagement, acting as a trusted adviser to our customers
• Continuously drive and adapt the implementation process to optimize service quality while establishing efficient solutions
• You will advise on and recommend strategies to best provision and setup integrations with our 15Five platform


• Operations and Project Management 
• You will proactively monitor customer implementations to ensure successful and on time completion of tasks and milestones to reach customer goals
• You will help to maintain and improve our automated implementation campaigns and systems


• Pre-Sales Support 
• You will help with the scoping of implementations pre-sales, including integrations advising and relationship management


• Process Improvement and Long Term Objectives 
• You will be expected to own and meaningfully improve our processes and tooling to better serve our customers

WHAT YOU'LL BRING

• 3+ years of experience in Implementation, Project Management, or another client-facing role, preferably in a similar role with SaaS-based solutions
• Demonstrated success of driving implementations and managing a high volume of projects at a time
• Product-savviness and ability to quickly learn the detailed technical specifications of multiple features
• Comfortable delivering technical advice to non-technical audiences 
• A team player mentality who collaborates effectively with cross-functional partners
• Demonstrated desire for continuous learning, improvement, and development
• Excellent verbal, written, and presentation skills
• Domain knowledge in the performance management and employee engagement space and previously partnering with HR/People Ops stakeholdersFamiliarity with the Objectives and Key Results methodology Experience with Salesforce.com 
• Experience with basic Excel functions and macros

DESIRED IMPACT BY 3 MONTHS

• Complete 15Five’s new-hire onboarding and job-specific training for your role
• Gain clarity on expectations of your role and understand Best-Self Management
• Identify needs for your team and role and build out your OKRs for the quarter
• Start building the foundation of strong relationships with 15Five teammates
• Manage 15+ end-to-end implementations simultaneously while providing customer support
• Build playbooks and customer resources
• Become a functional expert on basic system integrations

DESIRED IMPACT BY 6 MONTHS

• Leverage your strengths on a daily basis
• Serve as a trusted advisor to customers’ executive sponsors and 15Five administrators
• Deepen knowledge around the 15Five product, best practices and research
• Spearhead team and cross-functional initiatives to improve team processes, tools, and content
• Brainstorm and implement innovative ways to increase customer engagement and speed to adoption
• Contribute to the growth of our team by interviewing and training new Implementation Managers

DESIRED IMPACT BY 12 MONTHS

• Demonstrate results in your customers’ success through ROI measurements and increased time to value
• Serve as a product expert internally and externally. Discover your Zone of Genius and embody your Best-Self

SAMPLE WEEK IN THE LIFE

• Monday: Weekly company-wide Monday Boost meeting, review follow ups and action items from last week, have your 1-on-1 with your manager, attend internal meetings such as implementation and revenue organization stand ups.  Prepare for this week’s implementations. 
• Tuesday: Conduct a new customer kick-off call. Send follow ups.  Research/read latest product updates and mockups.  Attend Success Standup. Finalize your newest customer’s roll out plan.  
• Wednesday: Weekly company-wide Wednesday Boost, run multiple training sessions for customers all across the world.  Answer questions and send follow ups.  
• Thursday: Check in on a customer running their first Best-Self-Review, meet with executives to affirm their business goals and objectives, train administrators on how to configure their account. 
• Friday: Weekly (voluntary) company wide Question Friday Boost, complete your 15Five. Complete follow ups and administrative tasks, plan for next week.