Implementation Manager
Found in: Talent UK C2 - 2 weeks ago
Why Work at Reputation?
Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.
We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022.
Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.
The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.
Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
Our Mission: We exist to forge relationships between companies and communities.
SaaS studies show that 30% of customer churn can be attributed to poor customer implementation. That is why the Implementation Manager (IM) role is so crucial to Reputation and their enterprise customer’s experience. As a member of the Professional Services organization, you are responsible for the first step in the customer journey. You will work closely with Implementation Specialists, Solutions Architects and Customer Success departments as you interface with new and upsell customers leading their implementation journey; efficiently and effectively ensuring configuration and onboarding success, preparing our clients for the next phase of their journey.
Responsibilities:Identify and understand your projects’ individual goals and drivers for the Reputation platform.
Strategically consult with customers to define implementation plans that are designed to streamline the customers time to value.
Work with multiple stakeholders within your projects for gathering the required data for onboarding. Including consulting with users to determine system functional specifications.
Guide the configuration of our software through design, development, documentation, and testing to bring maximum value to each customer’s unique use case.
Work closely with Solutions Architects, Engineering and Support capture and communicate requirements for configuration.
Manage client onboarding experience using approved project management solutions, successfully completing the implementation phase prior to transitioning the Client to Customer Success.
Be the main contact point for Clients, providing project status updates and driving completion of the setup, and implementation of purchased solutions.
Be responsible for 25-35 projects simultaneously.
Additional duties as assigned.
Qualifications:
Minimum 2+ years of customer facing experience in an implementation, customer success, project management or customer support role.
SaaS experience is a huge plus.
Bachelor’s degree or equivalent required.
Highly organized, self-driven and eager to provide a superior customer service experience.
Key to this role is being able to guide the customer to value and work within a project timeline.
The successful candidate must have excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressure.
Be able to travel to the customer when needed and be available during normal and off hours.
Able to manage a project consisting of individuals and maintain timelines, this will consist of working across disciplines including Professional Services, Data Science, Client Success Managers, Global Support Delivery, and our partner out of India.
When you join Reputation, you can expect:
Flexible working arrangements.
Career growth with paid training tuition opportunities.
Active Employee Resource Groups (ERGs) to engage with.
An equitable work environment.
Our employees say it best:
According to Glassdoor, 94% of our employees approve of our CEO, Joe Burton.
Our employees highlight our:
Ample Opportunities- “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.”
Positive Culture- “You will never have a better culture anywhere else. Period.”
Training and Tools- “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”
Balance- “Great work life balance and awesome team environment”
Diversity Programs & Initiatives:
Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.
At Reputation, we believe in:
Diversity: Embracing a culture that values uniqueness.
Inclusion: Inviting diverse groups to take part in company life.
Belonging: Helping each individual feel accepted for who they are.
"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation
Additionally, we offer a variety of benefits and perks, such as:
Flexible PTO
Paid company holidays
4 company provided, “Recharge Days”, which are wellness days off for the entire company
Several active Employee Resource Groups (ERG’s) to help foster inclusion and community
Employee Assistance Program
Access to a wide variety of unique perks and apps: Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi
Fetch Pet Insurance
401K
Health, dental and vision insurance
Paid maternity leave
Employer paid short term and long term disability and life insurance
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To learn more about how we handle the personal data of applicants, visit our .
Applicants only - No 3rd party agency candidates.
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