Front is looking for an Implementation Manager to ensure customers are successful with Front's product by implementing optimal workflows, providing proactive project management, and guiding customers through change management throughout specific engagements. You will work closely with Sales, Product and Support teams and be responsible for achieving time-to-value for clients.

What You'll Do

Oversee implementation engagements as the Front product SME for net-new customer onboardings, expansion teams, and workflow optimization engagements.
Develop project plans with timelines to ensure the successful execution of customer implementations and lead customer project teams to achieve milestones.
Facilitate regular project updates to internal and external stakeholders to mitigate risk, anticipate blockers, and resolve issues.
Lead change management efforts by identifying potential resistance and developing strategies to promote smooth transitions for clients and end-users.
Train and educate customers on effective product use through engaging training sessions, workshops, and documentation.
Lead cut-over and migration experiences, overseeing the transition from legacy systems to Front while minimizing disruption.
Collaborate with sales, product development, and customer support to define project scope, objectives, and deliverables.
Infuse customer voice and insights to influence the product team and roadmap, and contribute to process improvements for the Success Services team.

What We're Looking For

At least 2 years of experience in Implementation, Professional Services, Customer Success or Account Management in a SaaS company.
Deep knowledge of support SaaS products and services.
Proven track record of deploying high-touch implementations with the highest level of customer service, efficiency and accuracy.
Experience managing change management for customers ranging from SMB to MM clients.
Proven track record of managing multiple concurrent projects with varying complexity levels.
Excellent verbal and written communication skills.
Comfortable giving presentations to groups of any size and audience.
Great problem solving skills, taking a consultative approach to finding the best solution.
Ability to understand and speak to technical concepts like APIs and webhooks.

Nice to Have

You’re great at aligning expectations with customers.
You have strong independent decision making, organization, planning and problem-solving skills.
You communicate effectively to gain commitment and consensus to drive results.
You’re able to think outside of the box and creatively solution for customers.
You love Front (the product).
Customers and teammates love working with you.

Team & Environment

This role is part of the world-class Success Services Team within the Solutions and Success Services organization.

Benefits & Compensation

Competitive salary.
Equity (we are post-series D & backed by some of the best VCs in the US).
Private health insurance, including plan options at no cost to employees.
Paid parental leave.
Flexible time off policy.
Focus Fridays.
Flexibility to work from home 3 days/week.
Mental health support with Workplace Options.
Family planning support with Maven.
$100 per month Lifestyle Stipend to spend on fitness, health and wellness, and other activities.
Wellness Days - Fronteers get an additional day off on months with no holidays.
Winter Break - Our offices are closed from Christmas to New Year's Day.

Work Mode

This is a hybrid role based in San Francisco.

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.