Customer Implementation & Initialization Manager - Miami, FL

Implementation Manager

EnterpriseAlumni isn't your average software company. We're the market-leading provider of Alumni Management software, helping giants like LinkedIn, Bank of America, and the Royal Air Force stay connected with their alumni. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients' organizations whilst creating a strong alumni value proposition. But we're not all business. We believe in work-life balance, celebrating our successes, and a culture of collaboration, respect, and a bit of fun!

About the Role

We are looking for a technically confident implementation manager to support our customers through conception to go-live of their alumni engagement platform. The successful candidate will be solutions-focused with excellent stakeholder management, communications, and project management skills. Experience or understanding of marketing / engagement / community best practice is preferred as this is an engagement platform, though not required. An attention to detail along with the ability to comprehend and explain technical concepts to non-technical people is essential.

The Implementation & Initialization Project Manager will report to the VP of Customer Operations.

Adding Value to the Customer

You will work directly with customers from the inception of their alumni program through to launch and beyond, guiding them through a strategic implementation process as they make decisions and build out their platform. After launch, there is ongoing relationship and delivery / project management, supporting customers for continued success.

Adding Value to the Team

Internally, the role acts as the voice of the customer to the product and engineering teams, while collaborating with customer operations colleagues and reporting back to business leadership. This role needs to operate within controls and compliance protocols with the ability to deliver for customers while maintaining organizational procedures and integrity.

Responsibilities

• Manage projects effectively to deliver on-time, while maintaining consistent communication with customer.
• Oversee all customer projects, such as integrations, custom apps, data migrations, and special projects.
• Liaise and collaborate with product, engineering, and the program office to coordinate the work required to fulfill the project.
• Develop and manage a detailed project schedule and work plan (agile).
• Comfort in working with high-profile customers, experience managing projects with multiple stakeholders.
• Own customer initialization - instructing the possibilities of the platform to deliver best solutions for their needs, end to end activation process.
• Own product implementation and configurations for simultaneous customer engagements to contract specifications.
• Establish strong relationships with key customer stakeholders and maintain consistent lines of communication to drive high customer satisfaction.
• Configure the platform based on customer-specific requirements and business needs.
• Organize and deliver training sessions during customer onboarding, with a focus on platform overview and the Admin section.
• Coordinate and support User Acceptance Testing (UAT) to ensure the successful validation of configured features and workflows.
• Identify, track, and resolve configuration issues or software bugs prior to go-live.
• Provide support during the go-live and post-go-live phases, addressing ongoing issues and ensuring a smooth customer transition.
• Monitor, respond to, and escalate incidents in staging and production environments, as necessary.
• Partner with sales and customer success teams to align customer goals and strategy to product deliverables.
• Provide multi-faced support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting.
• Maintain working knowledge of an ever-evolving software solution as a product expert.
• Communicate effectively with technical and non-technical roles in Product, Development, Sales, Solutions, and Customer Success.
• Serve as a product expert by maintaining up-to-date knowledge of evolving software features, services, and systems.

Qualifications & Experience

Strong project & time management, organizational, and prioritization skills.

Project management or agile certification(s).

The role is part of a global Customer Operations team and will interact with customers across various time zones. This is a remote role, based in Miami, Florida. It is our intention to open an office in the future and at that time the role will be considered Hybrid.

Why Join Us?

EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

NO RECRUITERS PLEASE.