Client Implementation Manager
In this role, the Client Implementation Manager will be responsible for leading the successful, 90-day implementation period for new SMB and Mid-Market. Clients invest in Lessonly to continuously transform the way that learning and training happens inside the organization. To ensure complex Customers go from 0-60 quickly and smoothly, requires coordination across various departments within Lessonly and the Customer. The Implementation Manager will own this coordination and ensure that implementations are completed on time, within budget, and meet customer expectations. All of this supports a clean handoff to the ongoing Customer Management team at the end of implementation.
As a member of the Services Team, you’ll report into the the Director of Services and work collaboratively with other Services team members as well as the Sales, Client Experience (CX), and Technical Services teams.
Your Primary Responsibilities
Post-sale, the Customer relationship will ultimately be owned by the Client Experience Manager, including in the first 90 days. The Implementation Manager is a resource the Client Experience Manager will depend on to lead and coordinate all areas of implementation leading into the first launch. These include:
Account Setup: Single Sign On (SSO) setup, email deliverability, System Integration Setup (Salesforce, Chrome Extension, HRIS), API Configuration, Domain setup, Custom Branding, Tagging Setup and Content Organization
User Management: User + Group Management Setup and Organization, Lessonly role selection within the organization, Group management hierarchy and ownership strategy and workflow
Training: Deliver Account with baseline configurations, provide Role-based training, Introduction to Lessonly University
Success Metrics: Identify the initial success metrics via Lessonly’s Learning Impact Framework
Communication: Coordinating communication across teams via emails and meetings to support required progress and circulating weekly status reports summarizing open, pending, and completed tasks
Roll-out & Launch: The first launch designates the end of the Implementation period. The Implementation Manager is responsible for the success of this launch.
This Manager position focuses on managing processes and does not have direct reports.
As this is a new position within Lessonly, we are looking for someone who has experience with Implementation and can establish and evolve this role through their own experience and collaboration with the team. To be successful you must be motivated, organized, politely assertive, thrive on planning and guiding projects through completion, and working with and across teams.
You must have:
4-6 years of work experience within a SaaS Implementation Role
Excellent time management skills
Excellent client-facing and internal communication skills
Comfortable with task management and follow-up
Ability to train and motivate others
Excellent written and verbal communication skills
Drive and be self-starting with the ability to identify next steps and finish them
Strong organizational skills including attention to detail and multi-tasking skills
Ability to consistently follow a designated process
Interest in learning about new businesses, industries and positions
A friendly, collaborative and genuinely helpful nature
Prior experience with Lessonly, in software Implementation, or Corporate Learning or Training are preferred.
Lessonly benefits to help you do better work and live a better life:
Health insurance—dental, medical, and life. We help you stay covered.
Competitive pay, a 401k plan, and equity. Money matters and we like to think about the ways you can win as we win.
Tech Stipend. Helping you with the tech gear you need for the things you do.
Unlimited paid time off. Keeping this benefit simple so it’s simple for you to use it when you want to use it.
Parental leave. Because we think it's important to spend time with your new family.
Drinks and snacks. What’s your favorite LaCroix flavor?
Yoga, Nintendo, and Pop-a-Shot.
Free parking with downtown Indianapolis office.
February 25, 2019