Program Manager, Implementations

Employment Type: Full-time

Position Overview

The Program Manager, Implementations plays a key role in ensuring that customers successfully adopt and integrate our solutions into their workflows. As part of the Customer Success team, you will be the primary point of contact for our clients during the implementation process. You will collaborate closely with internal teams and customers to ensure smooth onboarding, timely project delivery, and continued support throughout the implementation journey. Your responsibilities will include leading customers through program launches, managing customer expectations, and facilitating communication across teams to ensure the successful integration of our solutions.

A typical day will consist of managing customer requests, such as escalations, program changes, and new program planning. Whether for new program launches or programs in the Hypercare phase, you will ensure customer concerns are addressed and that internal stakeholders are aligned to solve problems and drive new initiatives. Your ability to manage end-to-end implementation processes, based on both qualitative feedback and data, will be crucial in ensuring customer satisfaction and product adoption.

Responsibilities

• Customer Onboarding: Lead and manage the end-to-end implementation of our solution for new customers, ensuring a smooth transition from the sales team to full program deployment.
• Project Management: Develop, manage, and oversee project plans, timelines, and milestones for customer implementations. Track progress and coordinate with various teams to ensure projects are delivered on time.
• Stakeholder Collaboration: Partner with Customer Success Managers (CSMs), product, and support teams to ensure all customer needs are met. This includes proactive communication and coordination with key stakeholders across departments.
• Consultation & Best Practices: Provide expert advice on program implementation, helping guide customers through the adoption process. Understand the customer’s unique needs and tailor the implementation experience accordingly.
• Troubleshooting & Issue Resolution: Manage and resolve customer issues during the implementation phases, working with relevant teams when necessary to ensure issues are promptly addressed.
• Training & Documentation: Provide training to customers on best practices and how to use the product effectively. Create and maintain clear, concise documentation to ensure customers can manage the solution successfully after implementation.
• Post-Implementation Support: Ensure a smooth transition of the customer to the ongoing support team after the implementation is complete, providing additional support as needed for long-term success.
• Continuous Improvement: Collect feedback from customers regarding their implementation experience and collaborate with internal teams to continuously improve implementation processes, tools, and resources for future projects.

Qualifications

Minimum Qualifications:

• Bachelor's degree
• 3+ years of experience in technical implementation, solution engineering, or customer success management with a focus on SaaS or enterprise solutions.
• Strong project management skills with experience in managing cross-functional teams and complex implementations.
• Experience with data analytics and visualization tools (e.g., Looker, PowerBI, SQL, Snowflake).
• Experience with APIs, integrations, and technical configurations for software solutions.
• Ability to understand and communicate complex technical concepts to both technical and non-technical stakeholders.
• Excellent troubleshooting and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to work independently and manage multiple projects simultaneously.

Preferred Qualifications:

• Experience in customer-facing roles with a proven track record of delivering successful customer implementations.
• Project Management certification (e.g., PMP, Scrum) is a plus.
• Familiarity with customer success best practices.