About the Role
Implementation Manager
United States / Remote
UpKeep is the leading cloud-based Asset Operations Management software developed to revolutionize the way teams manage facilities and maintenance work. We providemobile-first SaaS solutions,Industrial IoTsensors, data analytics tools, advanced enterprise integrations, and top-notch professional services. Our innovative technology is modernizing workflows and maximizing operational efficiency for over 3,000 customers including Shell, Yamaha, Unilever, McDonalds, Subway, Pepsi, and Marriott!
We’re aSeries B tech startupwith 100+ team members across the US. We’ve been recognized as a“Best Place to Work”multiple years in a row by fostering an inclusive and mission-driven culture. In addition to stock options and great benefits, our people have the flexibility towork remote. UpKeep is ranked the #1 Facility Management software on Gartner, #1 Maintenance Management software on G2 Crowd, FrontRunners on Software Advice, and CMMS Leader on IDC MarketScape.
POSITION SUMMARY
The Implementation Managers 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