Implementation Manager

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Overview of Totango

Totango is a forward-thinking company focused on helping businesses grow by prioritizing their customers. The company is revolutionizing the customer journey through its Customer Growth Platform, which serves as a single source of truth for customer insights, health monitoring, cross-functional collaboration, and workflow automation. The mission-driven environment at Totango creates a dynamic workplace for team members dedicated to supporting customer success.

Role Summary

The job opening is for an Implementation Manager, referred to as an Activation Manager at Totango. This role requires a strategic-thinking and solution-oriented individual who is hands-on, ready to lead customer activations and ensure a smooth transition for customers joining the platform. The position calls for building and scaling the activation function, working closely with Success Engineers and cross-functional teams to create first-class activation experiences focused on delivering value to customers within 45 days of onboarding.

Key Responsibilities

Direct Activation Ownership

The Implementation Manager will directly manage multiple customer activations, ensuring that these processes lead to a positive customer experience and the achievement of initial value. Here are the main responsibilities:

• Lead and manage multiple customer activation processes simultaneously.
• Translate customer value agreements into structured activation plans, detailing necessary data integrations and configuration undertakings.
• Collaborate with Value Partners to ensure the activation plan aligns with customer goals and activities post-activation.
• Conduct product training, guiding customers through best practices to use Totango effectively.
• Serve as the primary expert for customers during activations, building relationships and momentum toward launching their use of the platform.

Leadership and Function Building

Additionally, the Implementation Manager will assume leadership responsibilities that include:

• Building and scaling the Activation team, hiring and mentoring new team members.
• Developing frameworks, methodologies, and documentation for the activation process.
• Setting Key Performance Indicators (KPIs) for measuring activation success and efficiency.
• Acting as an escalation point for any complex activation issues that arise.
• Collaborating with various internal teams to align on customer needs and feedback, which may impact future decisions.

Key Success Metrics

Success in the Implementation Manager role is defined by several outcomes:

• Delivering a consistent and structured activation process to customers.
• Achieving time-to-value metrics consistently within 45 days.
• Establishing well-defined activation frameworks and documenting processes.
• Building a strong, trained activation team that operates effectively.

Experience and Qualifications

Essential Experience

To qualify for this role, candidates should have:

• 5-8+ years of experience in implementation, customer onboarding, professional services, or project management within a B2B SaaS context.
• 1-3+ years of experience in a leadership capacity or demonstrably leading as a player-coach.
• Proven ability to manage technical implementations that involve data integration, configuration, and workflow design.

Skills and Attributes

Ideal candidates will also possess the following skills:

• Logic-based thinking, capable of distilling complex ideas into actionable insights.
• Excellent communication skills which enable them to convey technical concepts clearly.
• Highly developed organizational skills coupled with strong project management instincts.
• Proven ability to juggle multiple customer timelines while maintaining focus on operational efficiency.
• A customer-oriented mentality, with a strong sense of ownership and dedication to delivering prompt value.

Salary Information

The salary for this position at Totango is described as one component of a total compensation package. Pay is determined based on numerous factors, including experience, job-related skills, education, and other qualifications relevant to business and organizational requirements. While a specific salary range is not disclosed in the text, it is clear that Totango emphasizes equitable compensation practices across its workforce.

Company Culture

Totango fosters an inclusive and equitable environment, stating its commitment to equal opportunity without discrimination due to race, religion, national origin, gender identity, age, sexual orientation, or other protected class statuses. The company believes diversity encompasses more than good intentions; it pertains to actively creating a welcoming space for all employees.

In summary, the Implementation Manager role at Totango provides an excellent opportunity for individuals looking to leverage their skills in a stimulating environment while focusing on driving customer success. Candidates who meet the outlined experience and qualifications will find this role to be a crucial step in their careers within the dynamic world of SaaS implementation.

This job offer was originally published on himalayas.app