Communicate with customer project teams to deliver specific program requirements
Benefits
Hybrid work model requiring 3 days onsite in Framingham, MA
Opportunity to work with Fortune 500 clients
Engagement in meaningful change management initiatives
Development of strategic relationships with clients
Dynamic and fast-paced work environment
Full Job Description
Role Summary
Our Launch Success Managers are responsible for ensuring our customers launch the world's best recognition cultures. Our Launch Success Managers work directly with customers to ensure they are led through the program goals definition, program design, configuration and adoption phases successfully in order to tee the customer up for success. It is the Launch Success Manager's role to ensure the program is effectively communicated and driven within the client company. In addition, they are responsible for directing the program launch, adoption and ramp goals and delivering the results desired for both the client and Workhuman.
*This is a hybrid role that requires 3 days per week onsite in our Framingham, MA office.
Key Responsibilities
Launch the world's best recognition cultures
Work with clients to complete a One Page Strategy for Success which defines goals, objectives, ambitions, program design and risks related to the customers program launch
Demonstrate strategic value to the customer by understanding the customer's ambition for recognition and effectively guiding and directing each customer to embrace best practice in order to deliver their ambition
Establish a trusted advisor relationship that works to ensure customer's overall satisfaction with our products and services
Monitor and facilitate the customer's adoption of our solution features and functionality to maximize their return on investment
Effectively manage the client launch process from contract signature through deployment of the solution taking full responsibility for delivery of the suite of products the client selected
Simultaneously run several implementation projects, communicate project data, track and analyze status of all ongoing projects according to process guidelines provided
Communicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirements as mutually agreed
Role Requirements
Ensure proactive and responsive approach to all aspects of customer success
Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools
Coordinate with internal or client resources to ensure an effective communication and training strategy is in place for the program to drive program awareness and adoption to the desired levels within the client's defined goals
Knowledge/Experience
Experience guiding enterprise clients through a technology or change management initiative
Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment
Proven experience helping clients adopt best practices and navigate their own organization to help instill change
Demonstrated project management skills in managing solutions for Fortune 500 customers
Skills/Competencies
Proficient in SalesForce.com, Microsoft Project, and Microsoft Office
Exceptional oral and written communication skills required to document and communicate with internal and external resources
Ability to work in a team environment with field sales, technical, marketing, consulting and operations personnel
Ability to achieve results by effectively communicating with other groups and generating project plans for customers
Strong technical aptitude and an understanding of Software-as-a-service (SaaS) delivery model
Ability to work independently as a self-starter
Ability and comfort in chairing on-site live meetings and virtual webinars, to large groups of people either customer facing or internal in nature
High energy and positive 'can do' attitude
Qualifications
Ability to travel approximately 30% of the time
College Degree or equivalent work experience
Minimum 5+ years of business experience with a demonstrated ability to manage complex programs for Fortune 500 customers
About Workhuman
Workhuman is a software company that provides employee recognition and engagement solutions. Their platform helps companies create a more positive and productive work environment by recognizing and rewarding employees for their contributions. Workhuman's mission is to make work more human by fostering a sense of belonging and purpose in the workplace. They offer a range of products, including social recognition, performance management, and surveys. Workhuman was founded in 1999 and is headquartered in Framingham, Massachusetts.
