This role drives customer success and revenue growth by delivering seamless enterprise customer implementations, with a goal to ensure customer satisfaction, provide technical expertise throughout the pre-sales and post-sales process, and valuable inputs for product development.
Role Accountability & Ownership:
As the key driver of the implementation phase of the customer journey, the Implementation Manager (IM) is responsible for managing customers through successful delivery of account- and product-related projects to achieve time-to-value.
The person in this role is accountable for:
- Customer Implementation Satisfaction and Success: Ensuring successful implementation of the product for enterprise customers, leading to high customer satisfaction and retention.
- Project Delivery: Owning the end-to-end project management process, ensuring implementations are delivered on time, and to the agreed-upon scope. This includes managing risks, resolving issues, and making necessary adjustments to keep projects on track.
- Technical & Product Delivery: Serving as a subject matter expert on the product and providing technical guidance and support to stakeholders throughout the implementation process as well as during pre-sales engagements, helping to scope and estimate project requirements. IMs are also expected to deliver on the data source integration utilizing internal tooling for data pipelines and mapping to existing metamodel for People Analytics.
Process & Product Improvement: Identifying opportunities for implementation process optimization and product improvements, and collaborating effectively with cross-functional teams (engineering, product, sales, customer support) to ensure smooth communication, alignment on project goals, and efficient feedback loop within the organization.
Duties & Responsibilities:
In order to meet the accountabilities, what are the major duties and responsibilities that this person does that make up 90% of their time [we say 90% in order to buffer the time that the Camper should be able to spend on personal wellbeing, participating in company activities, etc. - if their responsibilities are 100% of their time, there’s no time left for other things!]
Core responsibilities of this role include:
- Helping customers see ‘meaningful first value’ in the platform through successful delivery of account and product related projects:
- Oversee and lead the end-to-end implementation process for new and existing customers ensuring projects (Account Setup or Product Launches) are delivered on time within the customer's activation window, within scope, and meet or exceed customer expectations
- Integrate data sources through the usage of internal tooling for ETL which involves importing data, creating data pipelines and mapping the data to the metamodel to unlock HR metrics and insights
- Configure and customize the platform per customer's specific objectives and requirements:
- Collaborate with clients to understand, gather and document their specific objectives, requirements and workflows to customize the platform or survey set-up accordingly.
- Ensure the customized solution is aligned with the customer's HR systems, business processes and helps them meet their strategic goals.
- Resolve Customer Issues/Escalations during Implementation:
- Act as a primary point of contact for clients to address and resolve any issues or challenges that may arise during implementation and resolve them in partnership with relevant stakeholders and cross functional partners in the business while keeping your People Leader informed.
- Proactively identify and help unblock customer barriers to successful implementation.
- Project Management & Delivery:
- Lead end-to-end project management for enterprise implementations, focusing on seamless integration for large-scale customers.
- Coordination with cross-functional teams to ensure successful implementation deployment, including engineering, product, sales, and customer support.
- Create project plans that align to customer requirements and Success Plan and manage customer through this plan and timeline to achieve value.
- Continuously monitor project progress, escalating risks, reporting to key stakeholders and identifying opportunities for implementation process improvement and efficiency gains.
- Represent the Voice of Customer and Continuous improvement:
- Submit product feedback to inform the Product Team of customer needs and market trends.
- Gather customer feedback during and post-implementation to identify areas for improvement and influence future cycle launches.
- Contribute to the continuous learning and development of the team by sharing insights and experiences.
- Stakeholder Engagement & Communication:
- Serve as the primary point of contact for customers throughout the implementation process, managing expectations and ensuring customer satisfaction
- Partner with PS, Trainer and Customer Success Manager by sharing regular updates on implementation progress, reaching out for active partnership on service needs within the project plan and ensuring seamless transitions for customer.
- Connect the customer with the relevant teams/POCs (e.g. People Scientist; Customer Trainers) for the touchpoints that are included within the implementation SOW to ensure they have the support, expertise and tools from other SMEs to complete their implementation successfully.
- Document the customer’s configurations and decisions at the end of each implementation to ensure efficient handoff/transfer of information to the Customer Success Manager and other IMs the customer may collaborate with in the future."
- Collaborate with sales teams to provide technical expertise during pre-sales engagements, helping to scope and estimate project requirements, participating in complex technical calls with clients further down the sales funnel
