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Implementation Manager

United States / Remote
Management

POSITION SUMMARY 

The Implementation Manager’s main focus is to provide world-class customer service while ensuring that the customer moves efficiently through the onboarding process, all while driving value recognition through consultation and guidance of their UpKeep deployment.

 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES  

  • Work with new customers to configure and deploy their UpKeep account to meet their specific business needs.
  • Serve as an UpKeep and Implementation subject matter expert by acting as the key Project Manager ensuring accurate completion of numerous onboarding tasks.
  • Manage implementation end to end as the key driver responsible for the success of the project.
  • Understand and use project management concepts, i.e. scope management, issue management, time management and client management. 
  • Facilitate training programs including hosting remote and in-person training, creating training materials and standard operating procedures. 
  • Travel to client sites as needed to deliver in-person training sessions and provide hands-on support during the implementation process.
  • Provide an excellent customer experience through high-quality communication and interactions. 
  • Assist customers with the mapping and migration of data into UpKeep.
  • Supports system integrations between UpKeep and other software. 
  • Work closely with multiple departments to ensure a successful deployment.  
  • Establish and maintain relationships with internal/external executive sponsors, key stakeholders, and project team members.
  • Identify areas for improvement in the customer experience, both in our product and processes.
  • Advocate for customer needs and issues cross-departmentally.
  • Document lessons learned and recommended process improvement.

 

EXPERIENCE  

  • Bachelor's Degree a plus in business, communications, or similar field 
  • 4+ years experience in customer facing role; SaaS Implementations experience preferred
  • Proven project management skills, and the ability to synthesize complex requirements into deliverables.
  • Experience with using Salesforce

 

KNOWLEDGE 

  • Self-starter that thrives in fast-paced environments with the demonstrated capacity to lead, motivate and work well with others
  • Outstanding analytical, problem-solving, organization, prioritization and multitasking skills 
  • Excellent in-person and web presentations skills
  • Strong written and verbal communication skills
  • Proven business acumen
  • Maintain project plan and other project documents
  • Must be assertive, receptive to input, skillful at managing relationships (personable, persuasive)
  • Experience with Cloud & SaaS domain knowledge
  • Quickly synthesize discussions and conversations into detailed meeting notes
  • Detail oriented, organized, and can quickly diagnose and fix implementation issues, while also looking for continuous improvement.
  • Communication and relationship-building skills, as this role requires cross-functional collaboration with diverse stakeholders.
  • Ability to set and communicate clear expectations
  • Ability to work effectively and achieve results in ambiguous situations
  • Independent, adaptable and can thrive in a fast-paced environment

 

DESIRED BEHAVIORS 

  • Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
  • Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs. 
  • Takes responsibility for own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn. 
  • Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives. 
  • Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.  
  • Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values. 
  • Act as a good citizen of UpKeep.

This role will receive a competitive base salary + benefits + equity. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below. The pay range for this role is:
$78,000 - $80,000 USD per year

At UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status. 

 

 

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