Implementation Manager

Hi, we’re Sendlane! A well-funded, high-growth SaaS startup in San Diego that is disrupting an entire industry by influencing how people learn to leverage SMS and email marketing. Established in 2015, we’ve grown year over year, servicing 1,700 businesses worldwide, which has been made possible because we are constantly looking to outdo ourselves and evolve. 

Our team’s dedication to making Sendlane what it is today is humbling, which is why we’re looking for that next “special someone” to help take us to the next level. That’s where you come in! Yes, you.

Listen, we get it. Job hunting is 100% THE worst. So, we're happy to tell you the search is over! You did it! You finally found the company of your dreams!

Anyway, the search is on for our next best friend/Implementation Manager, who loves customers and has a slightly above-average technical acumen. Basically, the only thing that should outweigh your desire and drive to get into the technical weeds of a system is your desire to build relationships with your clients and assist them on their first step to success on our platform!

As part of the Customer Success team and partnering heavily with Sales, your ultimate goal is to onboard customers as quickly and efficiently as possible so they can start their success on our platform. This wouldn’t be all that difficult in a perfect world, but the world isn’t perfect, and this can be challenging. Reporting to the Director of Customer Success and working alongside the Customer Success team, you’ll project manage and execute the successful migration of new client accounts despite potentially irrational demands, misaligned expectations, or well-intentioned promises made (we’re only being 65% dramatic on that one). 

Before we dive in head first on what this job is all about, let’s talk about you! 

Above all else, you are quick as a whip, both in pace and smarts. The type who can pivot at a moment's notice. You excel in problem-solving and identifying issues before they arrive; this, in particular, will serve you well in the Implementation Manager role with us. Because you move quickly, your sense of urgency is also very high. Whether communicating with a client, working with a peer, or finishing the promised task, you do things quickly and with an ever-watchful eye on details. You work well under pressure, and multi-tasking is the name of your game. Process and execution propel you, and your greatest strength is your follow-through and ability to get things done in a practical/efficient manner. You’re the one who gets things across the finish line, thrives with a little mud on your boots, gives everything you do 110%, and does it with a smile on your face. Honestly, the world would be much more friendly and efficient if we had more people like you. Alas, there can only be one. 

Sound like you at all? Sweet, keep on reading! 

In this role, you would be the trusted advisor to our new customer base, owning their entire onboarding and implementation experience with us. Of course, this ranges in responsibility from migration kick-off to platform training, technical integration work, and platform enablement. Still, your North Star in this role will be your ability to create an outstanding first impression of what working with Sendlane will look like post-sale. Serving our higher-tier customers, your success will be measured by the long-term success of the accounts you implement and migrate. Owning all phases of solution delivery, you are the onboarding partner for our clients by setting them up for success within our platform. This looks pretty similar for most clients, and you can expect to be revered as the resident Sendlane expert on our platform, ensuring that our clients are leveraging the functionalities of our platform that will catapult their businesses and, in turn, our business!

Constantly solution-minded, you will strive to align process, technology, and expertise on behalf of our clients, collaborating to determine (or, better yet, anticipate) their needs, manage expectations all along the way until the client is finally ramped up and ready to be passed off to their long-term relationship manager. Maintaining high levels of customer engagement and satisfaction, the ultimate goal for this role is to facilitate time-to-value and efficiency in the customer's first weeks on our platform.

Nothing too crazy, right? Just in case you’re not a “paragraph” kind of person, here’s the bulleted skinny on what you can expect in this position, day-to-day and high-level:

• Be the technical hands to integrate a customer onto our platform - you know tech, you like tech, you want to learn more, and things like API calls, a little coding, and QA troubleshooting sound like the perfect afternoon agenda after morning client calls.

• Project manage your implementations with multiple clients of varying complexity.

• Be the friendly and engaging platform expert between Sendlane and our customers throughout the implementation phase - Let’s just say you’re one of those beautiful unicorns who can chat it up with the Geeksquad while seamlessly transitioning to helping your parents with their iPhone (again)!

• Be detail obsessive about creating a scalable delegated task pipeline with an eye for scalability and repeatability.

• Meet customer needs and deliverables according to proposed timelines in conjunction with the Customer Success Manager.

• Hold to the Implementation SLA standards and proactively communicate with customers to ensure the timely completion of the migration.

• Monitor and analyze customers’ usage of applications to drive deeper platform adoption.

• Identify potential churn risk and lead proactive remediation efforts to mitigate and retain attriting customers.

• Collaborate cross-functionally with Sales, Customer Success Managers, Engineering, Compliance, and Product teams to optimize service delivery..

• Ongoing iteration of implementation processes to streamline time to live and improve customer experience.

• Develop a strong working knowledge of the Sendlane product and speak fluently about performance management and best practices, acting as a trusted advisor for your customers.

Soooooo...are you in? Have we scared you away? Are you overwhelmed? Or is this putting you to sleep because you could do this job with both hands tied behind your back?

Let’s take a break and talk about what’s in it for you! We strive to ensure that our employees have the best experience possible. Here are a few of the benefits we offer:

• Medical/Dental/Vision

• 401k Match after 1 Year

• Unlimited PTO 

• We pay you to GO AWAY - a $1000 bonus for taking 5 of more consecutive business days off!

• Up to 6 weeks of Paid Parental Leave

• Equipment for your home office (including a MacBook and an annual stipend to get your office set up!)

• Monthly remote team building and consistent team engagement (we won’t force you to do Yoga with us, but we will challenge you to make your best impression of the Spice Girls for $100 to Amazon)

Along with our benefits, you can expect an awesome work environment. After some conversation and a team vote, we unanimously agreed that remaining a 100% remote team is the bee’s knees. That said, if you want to work remotely for the rest of the time...great! 

While working remotely, you can count on having an incredible team of people who are all insanely hard-working (and absolutely HILARIOUS). We have, what we call, a “friends first” culture! That doesn’t mean we’re not getting work done or getting too personal with one another. It simply means that our collaboration, communication, and ability to work together are second to none because we have a solid understanding of the people we work with daily and enjoy it, too! And, to answer your question…” yes,” we have conducted entire conversations using only GIFs. 

If this sounds like your cup of tea, we want to hear from you! 

Please note, the annual salary range for this position is between $75,000-$90,000.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year