Tonkean is the world’s first totally customizable process experience platform. With Tonkean, you can create intelligent, personalized automations that integrate with every app or system your organization uses. You can cultivate an employee experience that democratizes access to innovative technologies traditionally only available to highly trained developers. You can enable employees to focus more fully on high-value tasks, because you can enable them to automate low-value tasks. You can create inbox solutions that automatically analyze, prioritize, and route unstructured requests coming from any source, and you can track the status of action items as employees collaborate across teams to complete them. And you can design processes that employees are guaranteed to adopt and benefit from no matter their technical acumen, because Tonkean meets employees where they are—eliminating the need for change management—and is 100% no-code.
At Tonkean, we believe that all this—compliance, efficiency, operational excellence—requires high levels of process adoption. But to ensure high levels of process adoption, you need to create processes that provide a great employee experience: that serve employees’ needs, understand their preferences, and solve their problems.
To that end, you need a barrier-breaking technology partner. That’s what Tonkean seeks to be.
ROLE OVERVIEW
Our Client Experience team is instrumental in bringing our clients' business processes to life with our platform. Tonkean’s client list is growing and we are looking for an Implementation Architect to join the team. You will have the opportunity to build and enable our list of Fortune 1000 clients’ business processes. If you love being hands-on with a technical product and acting as a strategic advisor to enterprise clients, we want to speak with you!
If this opportunity excites you, we'd love to talk.
WHAT YOU WILL WORK ON
- Continue building the customer onboarding process, including training, implementation, and helping the customer create their first (of many) solutions on the Tonkean platform
- Manage the relationships with both the buyers and the makers that leverage the platform
- Establish metrics and KPIs to evaluate process improvement and overall account health
- Be the SME for the Tonkean platform: partner with our clients to understand their operational challenges and how Tonkean can help, including identifying opportunities to expand within the account
- Resolve product support questions as they arise
- Work cross-functionally with product management to surface customer requests and help translate customer feedback into product requirements
- Be an integral part of operationalizing the Implementations function as the team scales
ABOUT YOU
- Relevant experience in a customer-facing role such as Technical Customer Success Manager, Solutions Architect, or Implementation Consultant
- Experience with project managing customer implementations for enterprise clients, or consulting with clients on business process improvements at the Director, VP, and Exec level of Fortune 1000 companies
- Advanced understanding of SaaS, and Cloud based software environments
- Builder mindset: you’re comfortable in a startup environment taking projects from 0 to 1
- Knowledge and understanding of APIs and webhooks and all their relevant CRUD actions
- Understanding of database structure and how systems integrate and “talk” with one another
- Proven experience with troubleshooting technical problems where the answer isn’t obvious or Google-able
- Experience running projects where the roadmap/checklist is not out-of-the-box templatized and will vary for every client’s custom situation.
- Comfort in helping define customer workflow/automation requirements by asking the right questions
- Teasing out nuanced details from the customer. Being able to read between the lines to find their actual pain points, and be able to solution the answer
- Comfortable with creating net-new process diagrams/workflows with customers to increase our value to them. In other words, taking existing processes and enhancing them with the magic of Tonkean.
OUR VALUES
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There Is Always A Way. At Tonkean, we believe that nothing is impossible. There is a solution to every problem - you just need to find it.
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Think People First. We believe in investing in, empowering, and prioritizing people. We work as a team and win as a team. We listen with purpose as we speak with courage. We believe in diversity. We always ask ourselves: Is this giving value to our customers? Is this improving our team? Is this helping me be better?
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Start With Why And Fail Fast. We believe that progress is the only way forward; that action is always better than no action; that innovation requires bravery. We believe that every worthwhile “how” starts with an important “why.” If you know the “why”, and you can learn from it, It’s never a failure. It is the operational cost of progress.
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No BS. To matter, you must - stay focused, keep it simple and always move the needle. We don’t have time for BS. We don’t waste energy; we prioritize efficiency; we stay focused; and we always try to optimize for what’s important.
PERKS AND BENEFITS
- Collaborate with a talented yet humble team as we empower operations teams and eliminate mundane tasks
- Competitive compensation & equity package
- Tonkean provides each employee with a new MacBook Pro.
Tonkean welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply and tell us why you’d be a great fit.
Tonkean is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. We believe diversity is important to building a successful business and do not discriminate based upon race, religion, color, national origin, sex, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or any other status protected by the laws or regulations in the locations where we operate. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with criminal histories.
