Implementation Manager

Salary depends on experience
Posted on 05/22/18
San Mateo, CA
Salary depends on experience
Posted on 05/22/18

Qualifications
You need to be well-organized, have technical understanding of SaaS systems and payment systems, open and willing to communicate with customers. The ideal candidate is self-motivated, proactive in understanding customer needs, and experienced in moving customers through the implementation phases of complex SaaS systems.

Responsibilities

  • Offer world-class service to our customers.
  • Be committed to customer success and serve as the customer’s advocate within Tipalti.
  • Responsible for leading implementation projects with customers of Tipalti’s rapidly growing SaaS based Accounts Payable automation solution.
  • Work with internal/external customer teams to assess business and implementation risks, guide the technical integration process, assist with technical problem solving, and manage internal resources to resolve various customer issues.
  • Use your technical skills in HTML, CSS, Javascript, and various web services API’s to integrate our products and help in resolution of customer issues.
  • Coordinate project timelines, tasks, and development efforts with both the internal engineering team and customer teams to manage implementation projects and ensure we keep customers on plan and on schedule.
  • Help improve internal processes and systems for more efficient customer interactions.
  • Develop repeatable and scalable processes to improve project quality and delivery
  • Share product feedback with Product and Engineering teams to help improve the product.
  • Contribute to the internal knowledge base so you can share lessons learned with other resources.

Desired Skills & Experience

  • At least 2 years of hands-on implementation experience with web applications at a SaaS company.
  • Experience with implementing and/or integrating with ERP applications such as Netsuite, Quickbooks, Intaact, etc.
  • B.S. in Computer Science, Information Systems or related field.
  • Relevant account and customer management experience.
  • Strong analytical, creative thinking and problem solving skills.
  • Excellent communication, project management and multi-tasking skills.
  • Detail oriented and well organized.
  • Proven ability to read, debug, and understand HTML, CSS, Javascript, API calls, etc.
  • Ability to work in a fast-paced, deadline-driven start-up environment.
  • Passionate about customer service and helping others.
  • Experience with payment systems and/or working at a Fintech company – an advantage.
  • Experience in working with Ticketing Systems (Zendesk) and CRM systems (Salesforce) – an advantage.
  • Experience with Compliance and regulatory processes – an advantage.

Occasional telecommuting permitted

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