Customer Success Implementation Manager

Eleven Software; South Dakota; Remote; USD 60,000 - 100,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Customer Success Implementation Manager, der komplexe Kundenprojekte erfolgreich umsetzt. In dieser spannenden Rolle sind Sie für die Planung, Koordination und Ausführung von Implementierungen verantwortlich und arbeiten eng mit internen Teams zusammen, um sicherzustellen, dass Kundenbedürfnisse erfüllt werden. Mit einem starken Fokus auf Kundenbeziehungen und technisches Wissen werden Sie die Implementierung von Lösungen leiten und dabei helfen, das Wachstum der Kunden zu fördern. Wenn Sie gerne in dynamischen Umgebungen arbeiten und eine Leidenschaft für Problemlösungen haben, ist dies die perfekte Gelegenheit für Sie!

Qualifications

• Erfahrung in der Implementierung von SaaS-Lösungen und Netzwerktechnologien.
• Nachweisliche Fähigkeit zur Pflege starker Kundenbeziehungen.

Responsibilities

• Leitung der Planung und Durchführung von großangelegten Implementierungsprojekten.
• Aufbau und Pflege starker Kundenbeziehungen als Hauptansprechpartner.

Skills

Projektmanagement

Netzwerktechnologien

Kundenbeziehungen

Technische Kommunikation

Education

Bachelor-Abschluss oder gleichwertige Erfahrung

Tools

CCNA

Job description

We Move Fast, Think on Our Feet, and Have Fun Doing It!

At Eleven Software, we thrive on solving complex challenges and pushing boundaries. We work at a rapid pace, embracing change, and staying laser-focused on delivering exceptional value to our customers.

We’re looking for visionary problem-solvers who excel in dynamic environments, adapt quickly, and drive innovation. If you love thinking outside the box, collaborating with top-tier talent, and having fun while making an impact—let’s talk!

Position Overview

This role is responsible for the successful implementation of customer projects, managing both the technical and relational aspects of customer accounts. The Customer Success Implementation Manager will oversee the deployment of Eleven Software’s solutions while building and nurturing strong relationships with customers. This individual must be technically skilled and knowledgeable in networking topography and will work closely with internal teams to ensure the seamless delivery of implementations, as well as provide ongoing support to foster growth.

Reporting Relationships

This role reports directly to the Director of Program Management and may or may not have direct reports.

Essential Job Functions

• Lead the planning, coordination, and execution of large-scale, multi-year implementation projects, ensuring successful delivery.
• Build and maintain strong relationships with customers, serving as the primary point of contact throughout the high-growth phase and beyond to ensure ongoing satisfaction.
• Track and assess customer health, proactively addressing concerns and escalating when necessary to resolve issues, ultimately reducing the risk of churn.
• Collaborate cross-functionally to identify and address customer needs, resolve emerging issues, and ensure a seamless handoff between phases of the customer journey.
• Provide regular status updates to customers and internal teams, ensuring transparency regarding progress, milestones, and risks.
• Identify opportunities for improvement in the implementation process and collaborate with teams to drive efficiency.
• Identify new business opportunities and work with customers to drive growth for new site implementations.
• Advise customers on optimizing the use of Eleven Software to maximize the value of the solution.
• Track and report on key performance indicators.
• Potentially, oversee technical implementation specialists, ensuring alignment with project goals and customer needs, while providing support and fostering a positive, productive work environment.
• Occasional travel to customer sites or company meetings as needed.

Working Conditions

This role routinely uses standard office equipment such as computers, phones, and printers. Currently, this role operates remotely, in a home office environment. The position is based in the East Cost and requires flexibility, as there is a need to coordinate with global teams or attend customer meetings across different time zones.

Physical Demands

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Requirements

• Knowledge of network technologies, SaaS, or related industries, including experience with network protocols for routers, switches, firewalls, access points, data centers, on-prem LAN/WAN, WLAN, SD-WAN, and both public and private cloud environments, is required. CCNA is a plus
• Project management and implementation experience in customer-facing roles.
• Proven ability to build and maintain strong customer relationships, ensuring needs are met and issues are resolved.
• Experience leading technical people is a plus.
• Proven track record of leading and managing multiple accounts or projects simultaneously.
• Strong attention to detail and a solid understanding of project management methodologies, with a proven history of delivering complex projects successfully.
• Excellent communication skills, with the ability to effectively engage and translate technical information for both technical and non-technical stakeholders.
• Ability to present and work with c-suit executives
• Familiarity with the hospitality industry or similar verticals is a plus.