Implementation Manager

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not provided

This role is within Vector’s Customer Success organization, focused on ensuring customer success with their product. The goal is to deliver results beyond expectations, from initial engagement to product expansion. The ideal candidate will be a ‘doer’ responsible for the tactical fundamentals of software application deployments and the day-to-day dynamics between the Vector team and customers. Strong interpersonal skills, organization, and problem-solving abilities are essential.

Responsibilities

• Deliver excellence in Operational Engagement and day-to-day management on key facility accounts.
• Provide end-user support, training, and change management on software app deployments.
• Provide an in-person Vector presence for both go-lives and ongoing support as part of a comprehensive Customer Success strategy.
• Provide updates and status reports, both internally and customer facing regularly to ensure real-time visibility and proper decision-making.
• Provide play-by-play updates from the field to the teams, identifying, escalating, and triaging issues as they arise.
• Become Vector’s internal subject matter expert on the comprehensive operational needs of our customers.

Requirements

• Experience / ability as a core customer-facing member deploying software on key accounts or initiatives.
• Demonstrated ability to run operational efforts and tactical meetings with minimal oversight.
• Comfortable with driving the process, raising flags or triaging when appropriate.
• Proven ability to onboard multiple waves of facility deployments and work with Deployment Strategists to define the roadmap for continuous waves of future deployments.
• Exceptional rapport-building skills with stakeholders at all levels, gaining continuous positive customer feedback on interpersonal and industry skills.
• Able to travel up to 50% to customer locations.
• Drive for results and a ‘whatever it takes’ attitude.
• Ability to escalate issues using sound judgment and critical thinking abilities.
• Excellent written and verbal communication skills.

Company Information

• Company: Vector
• Focus: Customer Success organization, ensuring customer success with their product.