Implementation Manager at Lattice
San Francisco, CA, US

About the Role: 

The Implementation Manager is a trusted advisor for our customers. You will be responsible for helping customers learn how to configure and use the Lattice platform to best fit their People Management needs and help them reach their people management goals.

The Implementation Manager is a capable and compassionate go-getter. Successful team members are fast-learners and are obsessed with giving our customers the best experience possible with prompt replies and solutions that work. The perfect candidate is a self-starter and a phenomenal teammate.

Responsibilities:

  • You will lead successful implementations for our Customers onto Lattice.
  • You will act as the primary point of contact and best practices expert, training the customer on how to use Lattice to fit their needs.
  • Your goal will be to maintain high levels of customer satisfaction with a focus on customer delight while also iterating on and improving customer implementation techniques.
  • You will create and conduct product training to educate customers so they can engage, retain and grow their employee base.
  • You'll learn to speak fluently about performance management and Lattice methodologies, acting as a trusted adviser to our users.
  • Continuously drive and adapt the implementation process to optimize service quality while establishing efficient solutions.
  • Summarize and report out on implementation program status highlighting any barriers to success and proposing mitigation strategies.

About You:

  • You have a bachelor’s degree or equivalent work experience.
  • 1+ year of client-facing work experience, bonus points if it’s as an implementation manager.
  • You are passionate about making our customers personally and professionally successful.
  • You have outstanding communication and project management skills.
  • You have strength in multi-tasking, prioritization, attention to detail, and organization.
  • You have an aptitude for learning new products and technologies.
  • You are an excellent teammate who gives ideas to improve processes.
  • You possess a solid work ethic.

Why Lattice?

  • We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment
  • The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
  • Partner with 1,200+ companies around the world to make sure their employees are engaged and performing at a high level
  • A culture that encourages and promotes professional growth and development, with continuous learning reimbursements
  • Competitive salary, equity, and benefits
  • Centrally located FiDi office
  • Flexible vacation/time-off policy

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive.  In an age where innovation is happening all around us, there's commonality – people are driving these changes. We offer a solution that helps companies put employees first. Lattice is a people management tool that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, and goal setting in a way that allows companies to focus on employee development, growth, and engagement. Since launching in 2016 we have grown to over 1,100 customers globally, including brands like Slack, WeWork, Reddit, Glossier, and Asana.