Implementation Manager

Flowcode is the offline to online company, building direct connections for brands and consumers. By unifying data-driven design with the latest in QR technology, Flowcode enables contactless connection with speed, security and ease. Privacy compliant, ultra-fast scanning, and designed with intention, Flowcode is the number one trusted QR provider. Our companion product, Flowpage, organizes your digital footprint in one mobile-first landing page, creating a seamless experience to more deeply connect with audiences while tracking real-time analytics. Paired together, our tech allows consumers and creators to connect the real world to the digital world instantly and magically. Flowcode is currently used by more than 60% of the Fortune 500.

As the Implementation Manager, you will be responsible for developing scalable processes and ensuring the successful onboarding of new clients onto our platform. This role requires a strategic thinker who can design and manage processes while also acting as a hands-on leader who drives successful customer outcomes.

Your responsibilities:

Implementation Strategy and Process Development:

• Collaborate with GTM teams to develop service offerings and implementation packages tailored to specific use cases, ensuring alignment with customer needs and business goals.
• Design and implement scalable onboarding and implementation processes tailored to different customer segments (Enterprise, Mid-Market, SMB).
• Collaborate with Customer Success, Sales, and Product teams to streamline the handoff from sales to implementation.
• Develop project management frameworks that ensure timely delivery and exceed customer expectations.

Customer Onboarding and Success:

• Ensure the successful onboarding of new customers by overseeing the configuration, training, and deployment of our software.
• Act as a trusted advisor to customers, helping them maximize the value of our platform from day one.
• Manage client escalations and troubleshoot complex implementation issues.

Cross-Functional Collaboration:

• Partner with the Product team to communicate customer feedback and contribute to the development of new features and improvements.
• Work closely with Sales to ensure proper alignment and smooth transitions for new customers.
• Collaborate with the Customer Success team to establish clear goals and milestones for post-implementation success.

Data Manipulation, Analytics, and Reporting:

• Ensure accurate data configuration and reporting for clients during the implementation phase, including manipulation of customer data to align with platform requirements.
• Define key performance metrics to measure the success of the implementation team (e.g., time-to-value, customer satisfaction, implementation completion rates).
• Provide regular updates and reporting to senior leadership on team performance and customer implementation health.
• Maintaining robust records and updates in our CRM

Continuous Improvement:

• Identify and implement process improvements to increase efficiency and reduce time-to-value for new customers.
• Stay current with industry best practices and tools for implementation and onboarding.

Your skills and experience:

• A strong educational background and track record of relationship management
• 3-5 years in implementation, customer success, or related roles within a B2B SaaS environment.
• Strong technical skills with hands-on experience in data manipulation, including Excel, and API integrations.
• Proven experience building and scaling implementation teams from the ground up.
• Excellent leadership, coaching, and people management skills.
• Strong communication and stakeholder management skills, with the ability to influence across departments.
• Ability to thrive in a fast-paced, evolving environment and manage multiple priorities.
• Unmatched organizational and prioritization skills across multiple projects
• Experience seeking out and leveraging feedback to improve processes on a regular, recurring basis
• An interest in the Flowcode product and suite of offerings
• Exposure to and familiarity with CRM tools (HubSpot preferred)

Founded by the former CEO of AOL and President of Google Americas, we are a team of large company executives, startup founders, engineers, scientists, artists, and designers - who are all data obsessed. Flowcode is always looking to increase our potential as a company. We are focused on building a powerfully diverse workforce, not just because it is the right thing to do but because it expands the potential of our team exponentially.

Flowcode has been committed to growing a team with diverse backgrounds, capabilities, and perspectives since Day 1. We will always celebrate that which makes us each unique and therefore take equal opportunity seriously. We have a hybrid work culture with our headquarters located in Soho, NYC.