Implementation Manager

Location: Remote - anywhere in US or Canada

Job Type: Full Time

Company: www.tryklarity.com

Who are we?

Join us on the mission to build AI that saves humanity from drowning in paperwork. At Klarity (YC S18), we’re already saving thousands of hours for companies like Coupa, MongoDB and Okta that were previously spent on turning documents into spreadsheets. We’re building a future world where all documents are read by Klarity and turned into structured data that are fed into existing systems. In the last 6 months, we’ve more than 7.9xd ARR last year and are on track to 4x this year.

If you are excited about a future where people don’t have to review documents, we want to hear from you!

We are looking for a customer-centric, process-oriented leader who can take charge of onboarding new customers. Your work will be absolutely critical to the company as our #1 blocker is servicing the strong demand we’re receiving.

What are we looking for?

As a part of the Customer Success team, the Implementation Manager is responsible for delivering an excellent customer experience alongside a smooth implementation for Klarity’s largest customers. This role requires skilled project management across multiple internal team members working on integrations, deployment, user acceptance testing, and launch. Success also demands skillful customer communication and management of customer expectations. Performance in the Implementation Manager role is measured by customer satisfaction, time to value and improvements across the entire implementation process.

Responsibilities:

Know the Client, their business, and their goals to demonstrate value as effectively as possible

Ensure customer maintains enthusiasm for the value of Klarity throughout the implementation project by providing consistent, clear communication across multiple stakeholders

Define and document the Implementation project plan for internal and external understanding

Make sense of ambiguity and/or complicated business requirements and translate them for a variety of audiences.

Maintain an attention to detail while overseeing the project while driving towards the account strategy that will maximize value in the customers’ eyes

Provide regular status updates on tasks and the overall project for internal and external audiences

Communicate priorities and requirements across internal teams with clarity and respect

Build trust, understanding and influence with members of technical and legal review teams who contribute to customer implementations

Contribute to the standardization of our implementation processes while Klarity continues our rapid growth

Manage and provide best practices for Implementation Specialist(s) as they lead smaller implementation projects

Step in as customer’s escalation point on implementation projects owned by Implementation Specialists and on implementation-related challenges that arise throughout the customer journey

Facilitate ongoing account health by ensuring product usage, fostering relationships, closing the loop on feedback/bugs, and intervene when appropriate

Maintain knowledge of all product features including the ability to train new users

Other duties as assigned

What are we looking for?

5-10 years prior experience in Onboarding, Project Management, Client Relations

Startup and/or SaaS experience a huge plus

Comfortable holding others accountable to tasks and deadlines

Comfortable mentoring, coaching and managing employees

Enthusiastic about learning technicalities of domain-specific concepts such as revenue accounting, machine learning, integrations

Ownership mentality and initiative - if you see something needs to be done, go do it!

Meets and adheres to Service Level Agreement standards on a consistent basis

Skilled negotiator, who acts as a cross-team liaison

Communicates technical issues to a non-technical audience

Fosters collaboration with Operations, Product, Sales, Tech, and Customer Success

Excellent documenter

Thrives creating order from complexity

Strong problem solving skills

Familiar with business critical systems: CRM, Document Management, ERP, CLM

Excellent communication, presentation and interpersonal skills

Strong work ethic and ability to operate with high velocity

You will love this job if you:

Love solving open-ended operationally complex customer problems

Enjoy being in a high paced, customer-facing role

Thrive in small, cross-functional teams

Are excited to learn about cutting-edge AI in Enterprise

Looking for a role where you can help define best practices and processes

Company Size: 11 - 50 People

Year Founded: 2017

Country: United States