What We're Looking For:Our ideal candidate will have the opportunity to guide customers through a successful onboarding journey, ensuring their satisfaction and helping them derive value from the platform. The Implementation Manager's responsibilities include understanding customer pain points, aligning them with the appropriate solutions, providing technical support and training, and assisting in maximizing the software's utilization based on the customer's business needs. By focusing on customer satisfaction and education, Implementation Managers contribute to customer retention and the continued usage of SPOTIO's services.
Responsibilities: - Customer Onboarding Success: Achieve an 85% graduation rate per quarter by understanding customers' desired outcomes, onboarding goals, and Time to Value (TTV); completing account build for workflow; identifying upsell/expansion opportunities; and managing at-risk accounts to mitigate early-term and non-renewal churn.
- Customer Satisfaction, Health and Relationship Management: Manage onboarding communication and cadence call expectations, complete Onboarding EBRs and CSM handovers attended by customer decision-makers, maintain engagement with at-risk (0DT) accounts, and conduct regular account health checks using key adoption and health indicators.
- Product Expertise and Training: Serve as a product expert by understanding functionality and use cases, and lead training sessions tailored to customer needs.
- Communication and Engagement: Build strong relationships through effective communication, cadence calls, and strategic reviews with customer decision-makers.
- Data Integrity: Maintain accurate records in Catalyst, ensure data integrity, and continuously update processes for optimal customer success.
This position reports to the VP of Customer Experience.
Requirements- 4+ years of experience in customer onboarding, customer success, or account management, preferably in a SaaS or technology-driven environment.
- Excellent verbal and written communication skills, with the ability to engage with decision-makers and manage customer expectations.
- Earned a 4 year college degree from an accredited college or university
- Experience with tools like Catalyst is a plus!
Benefits- 401K with 3% company match
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 9 paid holidays
- 3 weeks of paid time off
- Voluntary benefits (pet insurance, legal, accident)
- 24/7 EAP - Free Professional Counseling Services
SPOTIO Work EnvironmentThis position is hybrid. We work in the office twice a week on Tuesday and Wednesday.
