Implementation Manager (LATAM - Colombia)

About This Role:

As a Gladly Implementation Manager you will report to our Director 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. The Implementation Manager is a customer facing role and is responsible for setting every customer up for success and ensuring they are receiving value, are reference-able and able to manage their Gladly instance once the implementation period has ended.

We are looking for someone with the desire and curiosity to constantly learn and take initiative in a fast-paced SaaS company.

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. Help us continually improve!
• 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. We highly value getting your direction and input on what can help make customers and the team successful!
• 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. Your projects typically contain 5+ key customer stakeholders from IC to C-Suite, and span multiple months.
• Excellent English speaking and reading skills
• 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
• Knowledge of APIs, data models, cloud service architecture and Web technology (e.g.: HTML, CSS, JavaScript)
• Ability to evaluate and troubleshoot basic product issues with customers and document for further resolution if needed
• Strong project management skills
• 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 (efficiency is key)
• 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. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.