Implementation Manager - TrainHeroic

We are musicians, athletes, coaches and teachers who truly believe in our mission to help people achieve their best. Our software platforms connect performers, instructors and creators enabling them to publish, teach and train using the principles of deliberate practice.

You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music.

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary:

We are seeking a highly motivated and detail-oriented Implementation Manager to join our team. This role is crucial in ensuring our new customers have a seamless and positive experience as they adopt our SaaS products and services. It requires excellent communication skills, a customer-centric attitude, and the ability to manage multiple projects simultaneously.

Core Functions:

Customer Onboarding & Implementation:

• Communicate directly with high-revenue customers to assess their specific needs and goals in order to create a customized plan
• Minimize the implementation time for new customers by identifying bottlenecks and potential issues and proactively develop solutions to address them
• Gather and analyze customer feedback to continuously improve the onboarding and implementation process and enhance the user experience

Project Management:

• Manage multiple onboarding and implementation plans concurrently, ensuring timely delivery and alignment with customers' goals for success
• Track and report on the progress of each plan both internally and with the customer

Collaboration:

• Serve as key liaison between the Sales and Customer Success teams, facilitating the successful onboarding and launch of high-value organizations within our marketplace
• Participate in sales calls, in partnership with our Account Executives, to develop rapport with high-value customers who represent significant revenue opportunities
• Manage the priorities of our administrative team of Sales Specialists to expedite the onboarding and launch of these customers
• Execute seamless handoffs to Customer Success by ensuring they understand the new customer's needs and expectations for ongoing account management
• Routinely sync with the Product Team to stay updated on new features & enhancements and provide new customer feedback

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Required Qualifications:

• 2-4 years of experience in customer support or client onboarding experience
• Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc.
• Demonstrated effectiveness in verbal and written technical communication.
• Superior customer service and problem-solving skills.
• Ability to maintain a calm demeanor during escalated situations.
• Ability to flex with changes in inbound contact volume, both seasonally and day-to-day, while also balancing additional duties and tasks.
• Strong ability to multitask under minimal supervision.
• Technical proficiency with PC and Mac platforms.
• Strong organizational, project management, and time management skills.

Desired Qualifications:

• Bachelor’s degree, preferably in Exercise Science or Kinesiology
• 1+ years experience using TrainHeroic as a coach and/or athlete
• Experience with CRM platforms like Zendesk Sell, Salesforce or HubSpot
• Experience with ticketing platforms like Zendesk
• Experience in strength and conditioning
• Experience with S&C technology
• Passion for coaching and training

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Benefits

Compensation

Peaksware/TrainHeroic is committed to fair and equitable compensation practices. The range for this role in Colorado is $23.34 - $38.90/hour. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

This role is eligible for variable compensation, including bonus.

Benefits and Perks

Health

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Paid Parental Leave
• Teladoc
• Employee Assistance Program (EAP)
• Additional coverage options such as accident and critical illness insurance and hospital indemnity

Disability and Life

• Company-paid Short Term Disability
• Company-paid Long Term Disability
• Company-paid Basic Life Insurance and AD&D
• Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child

Additional

• 401(K)
• 401(K) Matching
• Pet Insurance
• 9 paid holidays annually and unlimited Flexible Time Off (FTO)
• Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product
• Access to the Performance and Recovery Center (PARC), our on-site fitness facility
• Employee only access to on-site locker rooms and showers
• Employee only access to secure, indoor bike storage
• Access to our onsite Music Studio
• An assortment of “grab’n go” fruit and snacks as well as on tap cold brew, kombucha, and beer.
• Beautiful onsite cafe that includes indoor and outdoor seating and lounge areas.
• Access to e-bikes available exclusively to Peaksware employees
• Significant investment in resources for employee growth and development
• Corporate discounts on select gym memberships and top brand gear
• Flexible work schedule in a culture of trust

Please contact [email protected] if you require a reasonable accommodation to review our website or to apply online.

Peaksware adheres to the FLSA Exemption Threshold for minimum wage in all states.

Work Environment

This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.

Travel:

Willingness and ability to travel 10% of the time. Anticipated travel to include internal company events, meetings, and training, as well as customer events, conferences, and customer visits.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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