Implementation Customer Success Manager

Who We're Looking For

We're seeking an experienced and detail-oriented Implementations CSM to be our first Customer Success team member in the North America region. Based in Vancouver, BC, this role will focus primarily on implementations and onboarding, ensuring smooth transitions from sale to full platform adoption for our clients across North America.

Responsibilities

• Lead end-to-end presales and implementation projects for new customers in the Americas, from kick-off to go-live.
• Develop and execute detailed project plans tailored to each customer's needs.
• Configure the CorePlan platform to meet specific customer requirements.
• Conduct thorough data migration and validation processes.
• Design and deliver customised training programs for various user roles.
• Manage project timelines, milestones, and resources to ensure on-time, successful deployments.
• Collaborate virtually with our global team to address customer-specific needs.
• Create and maintain implementation best practices and playbooks for the region.
• Provide post-implementation support to ensure smooth adoption and resolve any issues.
• Conduct regular check-ins and health checks with assigned accounts.
• Work autonomously while maintaining strong communication with the core team.

Qualifications and Fit

• Bachelor's degree in Business, Computer Science, Engineering, or related field.
• 3-5 years of experience in customer success, project management, or consulting, preferably in a SaaS environment.
• Proven track record of successfully implementing complex software solutions.
• Strong project management skills with the ability to manage multiple implementations simultaneously.
• Excellent communication and presentation skills, with the ability to engage stakeholders at all levels.
• Technical aptitude with the ability to quickly learn and become proficient in new technologies.
• Experience working in a global team environment and collaborating across time zones.
• Problem-solving mindset with a talent for finding creative solutions to customer challenges.
• Experience with CRM and project management tools.
• Experience in the mining industry will be helpful but not necessary.
• French language skills is a bonus!