Senior Implementation Manager

About the role

The Senior Implementation Manager is responsible for ensuring that our customers successfully integrate and utilize Culture Amp’s platform. You will work closely with new and existing customers to guide them through the initial onboarding process through to full implementation and specific account or product-related projects to achieve time-to-value. This role also partners closely with key internal stakeholders like People Science, Customer Trainer and Customer Success Manager on service needs for customers, ongoing collaboration and support. 

This role also acts as a liaison between the customer and the company, gathering feedback to help improve the product and customer experience. A core focus is around fostering customer relationships and delivering exceptional service to help our customers achieve their desired implementation outcomes that help maximize the value they receive via Culture Amp’s platform. Overall, the role leverages a blend of strong technical/platform knowledge, project management expertise, and strong customer service skills to ensure successful implementation experiences and customer satisfaction. 

You will:

• Be responsible for helping customers see ‘meaningful first value’ in the platform through successful delivery of account and product related projects - Oversee and lead the end-to-end implementation process for new and existing customers ensuring projects (Account Setup or Product Launches) are delivered on time within the customer's activation window, within scope, and meet or exceed customer expectations.
• Configure and customize the platform per customer's specific objectives and requirements - Collaborating with clients to understand, gather and document their specific objectives, requirements and workflows to customize the platform or survey set-up accordingly; Ensuring the customized solution is aligned with the customer's HR systems, business processes and helps them meet their strategic goals.
• Resolve Customer Issues/Escalations during Implementation - Act as a primary point of contact for clients to address and resolve any issues or challenges that may arise during implementation and resolve them in partnership with relevant stakeholders and cross functional partners in the business while keeping your People Leader informed; Proactively identifying and helping unblock customer barriers to successful implementation
• Project Management & Delivery - Create project plans that align to customer requirements and Success Plan and manage customer through this plan and timeline to achieve value
• Represent the Voice of Customer and Continuous improvement - Submit product feedback to inform the Product Team of customer needs and market trends; Gather customer feedback during and post-implementation to identify areas for improvement and influence future cycle launches; Contribute to the continuous learning and development of the team by sharing insights and experiences.
• Stakeholder Engagement & Communication - Partner with PS, Trainer and Customer Success Manager by sharing regular updates on implementation progress, reaching out for active partnership on service needs within the project plan and ensuring seamless transitions for customer
• Process Documentation - Documenting the customer’s configurations and decisions at the end of each implementation to ensure efficient handoff/transfer of information to the Customer Success Manager and other IMs the customer may collaborate with in the future.

You have:

• Proven track record of successfully managing and implementing projects, preferably in a customer facing role
• Ideally 3 - 5 years' experience of implementing SaaS products with enterprise-sized (1000+ employees) organisations
• Strong experience with project management, customer success, or a related field
• Excellent communication and interpersonal skills to interact effectively with clients as well as internal teams and key stakeholders in the business
• Problem-solving abilities and a proactive approach to identifying and addressing potential issues
• Ability to clearly articulate technical topics to a non-technical audience