Job Description
Technical Implementation Manager
REMOTE – SAN FRANCISCO, CA
We are looking for an experienced Technical Implementation Manager to help build our onboarding team. As a Technical Implementation Manager at Cable, you will sit in the middle of Sales, Data, Product and Customer Success. You will provide direct implementation support to customers and collaborate with a cross-functional team to ensure the Cable platform integrates seamlessly into Customers’ systems and workflows. This is an opportunity to join a well-funded, global, early stage and mission-driven startup, and to play a critical role in turning booked revenue into billed revenue by onboarding Cable s customers quickly and successfully.
About Cable
Our mission
We re building Cable because we re passionate about reducing financial crime. Financial crime comes with devastating consequences from the horrific human cost to the downstream impact on government, businesses and communities but despite increased regulations and efforts, we are still failing in this fight. More than $4 trillion is laundered each year, and globally less than 1% is caught.
What we re building
We re approaching the problem of financial crime with a completely new lens, and are building innovative new products to reduce financial crime. Our first product automates the testing of financial crime controls, and helps companies understand and improve their effectiveness. We are building the tool for Compliance Officers, and want to improve their job across a variety of areas. This is a hugely underserved market, and one that is ripe for disruption.
We are building world-first technology to make a real, tangible improvement in the world, starting in the financial services industry. But this is just the start. Our mission will require us to build products across multiple industries and geographies.
The Role
To succeed in this role, you have a background that combines business experience and technical acumen which you pair with a customer-first attitude and a strong sense of empathy. You are capable of delivering a superior customer experience, achieving high customer satisfaction, and minimizing the customer s time to value of the Cable platform.
What you ll be working on
- Requirement Analysis: Collaborate with Sales, Data and Product teams to understand which compliance controls the Customer wants to test, how the Customer implements those controls, identify their authoritative data sources and document these for the rest of the onboarding team.
- Exceptional Project Management: Developing and continuously improving upon the end-to-end implementation process for new customers, including creating project planning templates, resource allocation standards, and project risk management
- Empathetic Customer Engagement: Establishing and maintaining strong relationships with Customers during the implementation phase, ensuring their needs and expectations are understood and addressed promptly
- Outstanding Communication and Teamwork: Working closely with the Data and Product teams to radically decrease onboarding times and identify and implement ways to further streamline the Customer onboarding process and experience. Keeping Sales and Customer Success teams in the loop on in-flight implementations.
- Issue Management: Triaging, prioritizing and escalating complex implementation issues across multiple customers, proactively identifying potential roadblocks and finding effective solutions to overcome them
- Documentation: Developing and delivering comprehensive documentation and training programs for Customers to drive utilization of the Cable platform on Day 1
You could be a great fit if some of the following are true
- Previous work experience of 5+ years in SaaS implementation, project management or related roles; experience in a management or leadership capacity a plus
- Strong understanding of SaaS product deployments, complex data integrations and software systems; experience in regtech or familiarity with compliance tools a plus
- Proven ability to quickly learn new technologies and understand complex systems (APIs, databases, reporting tools, etc.)
- Demonstrated command of Lucidchart, Asana, or other flow-charting and project management software
- Exceptional communication and interpersonal skills at all levels of the organization; you are comfortable working across a variety of different stakeholders
- Ability to present ideas in a clean, user-friendly way
- You have a strong bias for action and a keen sense for details
