Implementation Manager (Customer Onboarding)

Whip Around; Charlotte (NC); On-site; USD 50,000 - 90,000; Full time

Job summary

Join a dynamic SaaS company as an Implementation Manager, where you'll be the key to customer success post-sales. This role involves setting up accounts, customizing solutions, and training users to ensure they gain the most from our innovative fleet management platform. You'll work closely with customers, providing exceptional service and support, while collaborating with cross-functional teams to enhance the onboarding experience. If you thrive in a fast-paced environment and are passionate about customer satisfaction, this opportunity is perfect for you.

Benefits

Unlimited PTO

Subsidized Healthcare

401(k) matching

Paid parental leave

Professional development plans

Regular team events

Qualifications

• Proven track record in managing customer onboarding and ensuring satisfaction.
• Strong communication skills and ability to adapt to customer needs.

Responsibilities

• Serve as the primary contact for customers during onboarding.
• Conduct training sessions and product demonstrations.

Skills

Customer onboarding management

Problem-solving

Communication skills

Excel skills

Training experience

Tools

Salesforce

Job description

Who is Whip Around?

Whip Around is a growing SaaS scale up and emerging leader in the fleet technology arena. With offices across the United States and New Zealand, our product helps fleet operators easily manage the maintenance and inspections of their vehicles. Taking the industry through a digital transformation, Whip Around is quickly becoming the software platform of choice for business owners, fleet managers and drivers.

Team culture is at the heart of our success, with personal improvement being just as important as company outcomes. We now boast a senior leadership team with experience from numerous successful global businesses and continue to double down on our vision to bring simplicity and efficiency to fleet management and compliance.

Requirements

What success will look like:
As an Implementation Manager you'll be the first point of contact for a customer post-sales and will help welcome our customers to Whip Around. You will be the customer's partner in setting up their account, customizing the product for their needs, and training Whip Around users within their company. You will act as a consultant in rolling Whip Around out to their employees and will drive adoption of the product.

Key Responsibilities

• Serve as the primary point of contact for customers during the onboarding process, managing expectations and providing guidance during each stage
• Coordinate and facilitate training sessions to educate customers on best use cases
• Deliver exceptional customer service through various channels, including phone, Zoom, and email
• Conduct thorough needs assessment and product demonstrations to understand our customer's unique needs and customize their training experience
• Communicate training materials in a clear and understandable manner, ensuring customer satisfaction and confidence
• Collaborate with cross-functional teams during the customer onboarding journey from sales to our customer success team
• Document and track customer interactions, milestones and all communications.
• Stay current on product knowledge and updates to provide accurate and up-to-date information to customers

What you'll bring to the role:

• Ownership mentality: you are the CEO of your accounts
• A curious personality, with a drive to solve problems
• The ability to shift gears and meet our customers at their ability level and offer guidance for best practices with our product
• Proven track record of successfully managing customer onboarding projects and customer satisfaction
• An open mind to self-improvement through feedback and coaching
• Excellent written and verbal communication skills
• Required:
• Intermediate+ Excel skills
• Live teaching or training experience- whether you have taught students, customers, or other employees!
• Preferred:
• Salesforce experience
• SaaS experience
• Understanding of/experience within the Transportation sector (fleet, trucking, etc.)

Benefits

• Unlimited PTO: Never worry about running out of leave again - use your paid time however you wish!
• Subsidized Healthcare: We offer a range of generously subsidized healthcare plans to suit you and your loved ones
• Retirement Support: We offer 401(k) matching to support retirement
• Family-Friendly: We offer a paid parental leave and additional support for primary and non-primary caregivers.
• Growth & Development: We support all members of our team with professional development plans, with the opportunity to participate in extra learning to grow their skills and careers
• Team Fun: We host regular team off-sites, events and get togethers for our teams to come together, learn and celebrate with each other

If you are excited about the opportunity to work in a fast-paced, scaling SaaS company full of driven, hard-working people, then please hit the "Apply for this job" below.

Whip Around is a place of continuous learning and growth, so if you're not sure you tick all the boxes but feel you have what it takes, please apply, we would love to hear from you!

Following your application, a member of the Whip Around Team will be in touch. If you have any accessibility requirements you can then let us know so we can assist throughout the process.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• IT Services and IT Consulting