Implementation Manager and Custom Solutions Developer

Implementation Manager and Custom Solutions Developer

Heretto is looking for outstanding humans who love delivering quality products. We’re a well-funded & growing startup with a big heart and giant ideas. Come have a big impact as an Implementation Manager/Custom Solutions Developer.

Role purpose

This role offers an exciting opportunity to make a significant impact on customer success by combining proactive implementation management with hands-on custom solutions development. The ideal candidate will have a passion for problem-solving, an aptitude for technical learning, and a commitment to delivering world-class customer experiences.

By combining your technical expertise with strong project management and communication skills, you will play a critical role in driving customer success and satisfaction. This position offers the chance to be at the forefront of resolving the challenges of corporate knowledge silos, making a tangible impact on how organizations create, manage, and distribute their content. As an Implementation Manager/Custom Solutions Developer, you will be a key contributor to Heretto's mission of helping customers deliver knowledge more quickly and consistently across all touchpoints.

Responsibilities

Implementation Management

• Own the implementation process for new Heretto customers, serving as the primary point of contact
• Work with Sales and Customer Success teams to understand each customer's needs and plan their implementation
• Conduct regular meetings with customers to track progress and complete key milestones
• Generate and deliver training materials, tutorials, and other enablement content
• Gather and document customer requirements for custom development work
• Document and transfer key account information to Customer Success and Support upon completion of the implementation
• Consult customers regarding DITA information architecture

Custom Solutions Development

• Design and develop custom solutions to meet specific customer requirements, including:
  • Custom publishing outputs (eg, PDF templates, DITA-OT plugins, etc.)
  • Tailored CCMS configurations (eg, workflows, content templates, metadata, reports, etc.)
  • Portal customizations and enhancements
  • Integrations with third-party systems
• Collaborate within the Professional Services team to scope, estimate, and deliver custom projects
• Engage with customers to gather detailed requirements and provide technical guidance
• Develop and test custom code, scripts, stylesheets, and templates
• Troubleshoot and resolve issues with custom implementations
• Maintain documentation of custom solutions

Cross-Functional Collaboration

• Partner across Heretto to manage priorities, timelines, and resources across projects
• Collaborate with Product on opportunities to convert custom solutions into core platform features
• Provide consultative services to help customers optimize their use of Heretto products
• Contribute to the continuous improvement of the Professional Services team processes and offerings

Qualifications

Required Qualifications

• 5+ years of experience in technical implementation, consulting, or development roles
• Hands-on development experience with XML, XSLT, HTML/CSS, and JavaScript
• Deep experience with DITA XML and component content management systems
• Experience with content publishing and delivery technologies
• Strong project management skills with the ability to juggle multiple customers and deliverables in ambiguous environments
• Excellent communication and collaboration skills to deliver alternative solutions and say “no” when necessary

Preferred Qualifications

• Experience with Heretto CCMS and Heretto Deploy API platforms
• Background in technical writing, instructional design, or enterprise content strategy
• Experience with web application development and API integrations
• Familiarity with continuous integration/continuous delivery practices