Join to apply for the Senior Implementation Manager role at Gladly
Gladly is the only customer service software built around people, not tickets.
Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive.
Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture.
About This Role:
Our ideal hire is one who can work US Western time zone hours.
As a Senior Implementation Manager you will report to our Senior Manager of Implementation Services.
You will be responsible for implementing and onboarding new Gladly customers on-time, on-budget and in accordance with the Statement of Work.
What You’ll Do On The Team:
- Successfully implement Gladly’s strategic and enterprise customers.
Manage resources from both the Professional Services Engineering team as well as implementation partners on time and on budget - Lead change management for customers throughout the implementation process: from designing appropriate customer experience workflows, to consulting customers on best practices to helping customers design their training programs, test cases, launch schedule and success metrics
- Work with customers to incorporate AI into their customer service experience in a way that preserves or increases CSAT, is empathetic and enhances the overall customer experience
- Work closely with Sales and Customer Success to ensure smooth customer onboarding, helping explain the implementation process and details to late-stage, strategic prospects
- We treat our implementation process and collateral like products and work hard to continuously improve them.
You will own default templates for enterprise projects: from kickoff decks, to project checklist to talk tracks.
- You'll lead and own implementation retrospectives and action items that come as a result of those insights
- Document, pilot and train other Gladly team members on the best practices you've developed or enhanced
- Lead discussions with Product, Engineering and / or the Gladly leadership team during implementation should major issues arise using strong written and verbal communication skills.
- Develop a deep understanding of Gladly's suite of products, best practices and industry standards
What You’ll Bring To The Team :
- You’ll have 3-5 years experience leading multiple enterprise implementations in a SaaS company.
- You’ll have a strong knowledge of the contact center and customer service industry
- Ability to deliver projects on-time and on-budget; ability to manage scope creep and expectations in a firm yet empathetic manner
- Diplomacy and the ability to effectively communicate priorities and trade-offs both internally and externally
- Ability to evaluate and troubleshoot basic product issues with customers and document for further resolution if needed
- Quick and creative problem-solving skills
- A great attitude with the willingness to learn, maneuver through ambiguity, and collaborate with a growing team
- Strong written, verbal, organizational, and time management skills
- Ability to thrive in a fast-paced, “do what it takes” startup culture
Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria.
Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description.
Compensation :
For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies.
Working at Gladly:
Putting people first is kind of our thing.
Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.
Gladly Beliefs:
- We win as one team : We believe the most important focus for us as a team is making the company successful.
- We are successful when our customers succeed : We are committed to understanding the needs and expectations of our customers.
- We believe in challenging the status quo : We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.
- We value underdog grit : Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard.
- We strive to make every shot count : We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.
- We embrace transparency : We know the best outcomes come from collaboration followed by communication of and commitment to the decision.
Our focus is on people and that starts with our employees.
As an employee you can count on:
- Medical, Dental, Vision and Life insurance
- Generous paid time off
#J-18808-Ljbffr