At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster.   As an (Sr.) Implementation Manager, you will work to retain the trust, loyalty, and satisfaction of our customers by going above and beyond the limitations of the competition—working to exceed our own best standards and practices at every turn. 

We’re currently experiencing rapid business growth and are in the market for an enthusiastic Implementation Manager. If you have relevant experience working in a dynamic B2B SaaS company—and are deeply passionate about doing whatever it takes to deliver exceptional business results—then we want YOU! 

What You Will Do:

• Possess a comprehensive understanding of the Convoso platform
• Spearhead, create and drive full project implementation plan per each customer you onboard
• Serve as main point of contact to ensure success onboarding process
• Train and educate customers on how to use the Convoso platform 
• Create documentation to help scale onboarding efforts
• Identify potential issues with each onboarding project and work with Product, Engineering and Customer Success to take timely and effective action to resolve them
• Present and drive a consultative approach to onboarding that is both empathetic to customers’ pain points and objectives, and educate on best practices
• Proactively communicate onboarding risks, delays, and priorities to all stakeholders
• Surface onboarding blockers and trends to improve overall set up and onboarding experience
• Partner with respective CSM and Account Executives to nurture customer relationship
• Manage multiple projects and daily tasks in an organized manner and with on-time delivery

Top Qualities You Possess: 

• A resourceful problem-solver, you develop and implement effective strategies for achieving ambitious and challenging goals.
• A natural-born leader, you find it easy to organize and influence others. You communicate with purpose and build trust as a matter of course. 
• A socially confident individual, you like working with others. Interacting with diverse individuals comes naturally to you and feeds your enthusiasm for engagement. Building rapport and relating well with others is your superpower and you’re excited to leverage it.
• An attentive Implementation Manager, you strive to anticipate, identify, and understand the pain points of customers. You trust your abilities as a communicator and have the ability to confidently negotiate with C-level executives.
• A self-starter, you work well autonomously and can manage a diverse workload in a fast-paced, dynamic environment with ease. 

Qualifications:

• 3-5 plus years of relevant customer success/onboarding/implementation management experience 
• A deep understanding of the best practices for after-sales support 
• Expertise in B2B SaaS Implementation and onboarding practices
• Familiarity with Customer Success best practices and methodology
• Deep knowledge of SaaS products and services
• Ability to manage multiple projects and priorities
• Experience working within an outbound call center management position is preferred
• Excellent verbal, written and presentation skills
• Experience in a fast paced startup environment 
• BA/BS degree is required

Work Perks Worth the Hype:

• Competitive compensation package 
• Medical, dental, and vision insurance 
• 401 (k) employer match program 
• Gym membership reimbursement 
• A team of highly experienced colleagues 
• Casual office environment
• Fully stocked kitchen (vegetarian-friendly) 
• Catered family lunches together (Every Friday)
• Monthly Massages
• Your birthday off