Full Job Description
About the Role
As Implementation Manager, LAC, you will own client onboarding from kickoff to go-live and adoption, acting as the main point of contact for universities and higher education institutions throughout the process. You will be both a solution expert and a trusted advisor, building strong relationships with clients and acting as their advocate within Symplicity.
The role combines project management, client consulting, training and solution delivery. You will work closely with teams across functions and regions, managing several projects at once in a fast-paced, international environment.
Location: Remote, based within the LAC region, with working hours that overlap US Eastern Time
Travel: Occasional client site visits within the region
Essential Duties
• Own client onboarding end to end, including project plan, system configuration, data/integration coordination and training
• Become a subject matter expert in Symplicity solutions and the way LAC institutions use them
• Run client workshops (in Spanish, English or Portuguese as needed) that map Symplicity solutions to client business requirements
• Manage several client projects at the same time, ensuring deliverables and timelines are met with clear communication at every stage
• Make sure configuration, content and training materials reflect local language, regulations and higher education practices
• Build trusted advisor relationships with clients, ensuring they get maximum value and ROI from Symplicity solutions
• Assess client risk and work across the Symplicity team to put solutions in place that ensure high client satisfaction
• Identify upsell and cross-sell opportunities within the client base and work with regional Account Executives and Client Success Managers to advance them
• Develop and share client success stories (including Spanish and Portuguese case studies) in partnership with the Symplicity marketing team
• Encourage client feedback and participation through webinars, regional events and feedback sessions
• Support the operations team on client issues, invoices and new sales quotes
• Act as the client advocate with internal Symplicity teams across regions and time zones, including Client Support, Technical Specialists, Engineering, Marketing and Sales
• Opportunity abounds at Symplicity, as such, other duties may be assigned
Minimum Qualification
• Bachelor's degree
• 3+ years of experience in implementation, onboarding, project management or client success, ideally with a SaaS product
• Knowledge of how Higher Education operates in Latin America (e.g. university structures, career services, internships, graduate employability and the student journey)
• Professional fluency in Spanish and English, verbal and written
• Able to run implementation/onboarding projects with multiple clients at the same time
• Strong attention to detail and problem-solving skills
• Confident coaching client teams on product functionality and leading workshops and training sessions
• Personal initiative, self-motivated and comfortable working remotely
• Team player, cooperative and flexible, with ethical business standards
• Outgoing, high energy and friendly, with a strong interest in the Higher Education space
Must have
• Knowledge of how Higher Education operates in Latin America (e.g. university structures, career services, internships and graduate employability & student journey experience)
• Experience working in the Higher Education/EdTech sector in LAC (preferred)
• Professional fluency in Spanish and English
• Able to run implementation/ On-boarding projects with multiple clients at the same time
• Attention to details and able to coach client teams on product functionality
• Based within the LAC region, with working hours that overlap US Eastern Time
Nice to have
• Portuguese
• Experience with career services, student engagement or CRM platforms and system integrations
• Project management certification (e.g. PMP, PRINCE2)
