AlertMedia is hiring an Implementation Manager to guide customers through a successful deployment of our software, maximize product enablement, and transition them to a Customer Success Manager. You will serve as a thought partner, product expert, and project manager for customers beginning their journey.
What You'll Do
- Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines.
- Lead customer kickoff meetings to set goals and establish a mutually agreed upon implementation project plan.
- Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted.
- Strategize with the Customer Operations team to provide industry-specific best practices and proven AlertMedia solutions.
- Clearly communicate action items across internal and external teams and provide regular project updates to the customer.
- Sensitively manage and interpret data, consulting on data imports and automations.
- Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions.
- Diligently manage implementation milestones and overall project status internally in Gainsight.
- Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless transition.
- Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to improve the implementation experience.
- Contribute to AlertMedia’s culture, values, and vision for the future.
What We're Looking For
- 4+ years experience in a strategic customer-facing role (Implementation Manager, Customer Success Manager, or Account Manager).
- 2+ years experience in implementation or project management in a SaaS environment.
- Desire to work with demanding, multi-national customers headquartered in EMEA.
- Experience using Excel is required.
- Excellent project management skills with proven ability to prioritize competing tasks.
- Outstanding verbal and written communication skills.
- Strong analytical, negotiation, and creative problem-solving skills.
- Self-motivated and action-oriented, yet willing to work within a team environment.
- Enthusiasm in collaborating with all members of our team (Customer Success, Support, Technical Solutions, Sales, Marketing, Product, Engineering).
- The aptitude to learn and be coached.
- Must have the legal right to work in the Republic of Ireland without sponsorship.
Nice to Have
- Salesforce, Gainsight, Monday.com experience.
Team & Environment
This role is part of AlertMedia’s larger Customer Operations team.
Benefits & Compensation
- Competitive Base Salary.
- Amazing rewards and incentives.
- Commitment to community service with opportunities to give back.
- Ongoing career development opportunities through our Learning & Development team.
Work Mode
This is a remote position (local-country) based in Dublin, County Dublin, Ireland.
We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
