Implementation Manager

The Implementation Team is focused on creating a 10x customer experience from the statement of work through subscription. The team owns trial and onboarding management, coordinating installations, delivering customer training, and ensuring a rapid and smooth transition to full subscription. The role requires high ownership and performance-driven execution across internal and customer-facing activities. 

What You'll Do: 

• Trial and Onboarding Management: Lead the initiation and management of customer trials, emphasizing rapid and thorough onboarding to maximize customer engagement and value recognition. 

• Kickoff and Installation Planning: Conduct detailed Success Planning calls with customers to outline the installation process, set expectations, and ensure all necessary preparations are in place. 

• Customer Training and Support: Deliver tailored training sessions that equip customers with the knowledge and skills to effectively use our products. 

• Ongoing Communication: Maintain regular communication with customers to ensure all prerequisites are met prior to installation. 

• Speed to Subscription: Own the end-to-end onboarding process, drive urgency across internal teams and customers to enable seamless activations and timely conversion to paid subscriptions. 

• Proactive Problem Resolution: Identify and resolve potential issues during the trial and pre-installation phases to remove barriers to subscription. 

• Performance Metrics and Reporting: Meet trial conversion targets and provide regular updates to Management on progress, challenges, and customer feedback. 

• Stakeholder Engagement: Collaborate with sales, technical support, and product teams to ensure a unified customer experience. 

Who You Are: 

• You have demonstrable experience in customer-facing roles within tech sales or customer success, ideally involving software product trials or onboarding. 

• You manage complex timelines and cross-functional coordination with ease. Project Management certification (PMP, CSM, etc.) is a plus but not required. 

• You communicate clearly and effectively, translating technical topics into business value and navigating objections professionally. 

• You are data-driven, using analytics to evaluate trial performance and recommend strategic improvements. 

• You are proficient with CRM and project management tools like Salesforce, Jira, or similar platforms. 

Preferred: 

• Experience leading kickoff calls and managing the logistics of product installations 
• Proven success in converting B2B product trials into paid subscriptions