As an Implementation Manager, you will be responsible for the success of large and strategic onboarding projects for our enterprise accounts. This includes comprehensive onboarding (taking the customer through the account setup process and training them to be self-sufficient), while troubleshooting any technical issues or needs that are identified along the way.

You will work closely with, the Director of Implementation and VP, Customer Success to develop and execute effective and efficient onboarding strategies to drive customer adoption and usage of Conexiom.

You have a minimum of 7 years of SaaS project management or customer success experience, or equivalent industry experience, and proven success in growing existing accounts and relationships. You have both a passion for and experience with SaaS-based companies.

RESPONSIBILITIES:

• Overall ownership of your assigned large and strategic projects, which include onboarding, increasing adoption, ensuring retention and maintaining overall customer satisfaction
• Assist in the definition of project scope, involving all relevant stakeholders and ensuring technical feasibility
• Provide recommendations and strategies to meet customer business requirements
• Develop detailed project plans to monitor and track progress
• Resolve and/or escalate customer technical issues when required
• Assist with client onboarding using internal tools. Tasks involve setting up the Partner Portal, setting up users, aggregation and uploading of assets, exporting reports
• Work to identify and/or develop upsell opportunities
• Deliver training to and nurture skills in clients
• Guide new customers through an established onboarding process, equipping them to confidently and effectively use Conexiom
• Assist customers in identifying ways in which they can get the most value out of Conexiom
• Ensure that the customer is happy and maintains a long term successful relationship with Conexiom
• Collect user metrics; analyze, identify trends, recommend possible strategies/solutions

IN ORDER TO BE SUCCESSFUL IN THIS ROLE YOU’LL NEED:

• Minimum of 7 years of SaaS project management, customer success, business analysis or equivalent industry experience
• Experience working with enterprise clients across multiple levels and divisions
• Comprehensive technical experience required
• Proven track record of Success training and moving customers to self-sufficiency
• Excellent analytical, problem solving and coordinating skills
• Ability to manage several concurrent tasks and switch priorities on the fly
• Experience in delivering training to groups
• A service-oriented mindset
• Exceptional verbal and written communication skills
• Outgoing, self-reliant and able to take the lead
• Self-directed; executes on general goals and knows when and how to seek assistance from management
• Able to quickly learn onboarding processes for Conexiom customers and their clients
• Previous project management and account management experience
• Familiarity with Manufacturing and Distribution an asset
• Post-secondary education an asset