Technical Implementation Manager

As Kustomer’s Technical Implementation Manager, you will work hand-in-hand with our Customer Experience, Product, Engineering, and Sales teams, strategizing and architecting successful onboarding experiences for our newest clients. You will bring excitement to customers, delivering projects successfully against predetermined metrics and SOWs (Scope of Work). Connecting with key stakeholders, you will manage the process as prospects transition into clients, all the while seeking to understand and meet the customer’s needs.

You’ll be responsible for:  

• Managing multiple implementations for our most strategic clients, acting as a hybrid of project manager and technical/business consultant
• Leading project design sessions and providing guidance and best practices on configuration options to meet client needs
• Understanding the Kustomer platform end-to-end and collaborating with Sales, Customer Success, and Product to identify and communicate technical services and solutions
• Participating in late stage meetings with prospects to consult on product capability and educate on technical implementation (including configuration, integrations, and customizations)
• Obtaining client feedback and distilling into action items for our product and development teams
• Ensuring all configurations, integrations, and customizations are fully tested and ready for deployment
• Owning any problems you discover and proactively drive forward solutions
• Being the source of truth for questions about the product and processes from other internal teams
• May involve handling sensitive personal data

Your qualifications:

• Bachelor’s degree in Information Technology, Engineering, Computer Science or related field, or equivalent professional experience
• 5+ years experience implementing B2B SaaS software for enterprise clients as the project lead with full responsibility for onboarding
• Innovative technologies fascinate you; you don’t need to code but are familiar with system integrations and web technologies such as HTML, CSS, JSON.
• You are a strong relationship builder and trusted advisor who consults with clients on best practices and platform optimization
• You excel at scoping and designing solutions that meet client objectives within budget and resource requirements
• You demonstrate a drive and ability to achieve stretch goals in a fast-paced environment
• You are an ace project manager – skilled at keeping tasks on track while managing risk and ensuring effective cross-team communication