Implementation Manager at Leanplum
San Francisco, CA, US
Leanplum, the leading multi-channel customer engagement platform helps forward-looking brands like Tesco and Zynga meet the real-time needs of their customers. By transforming data into an understanding of users' needs and wants, and optimizing engagement campaigns utilizing multiple communication channels, our platform delivers unified experiences that are timely, tested, and relevant — building customer loyalty that fuels business growth. Founded in San Francisco, Leanplum has offices across North America, Europe, and Asia, and has received more than $125 Million in funding from leading Silicon Valley venture capital firms. Leanplum has been recognized as Fortune's Best Companies to Work For and Entrepreneur's Best Entrepreneurial Companies in America. Learn more at www.leanplum.com
 
About the Role
 
Leanplum’s Professional Services team is to activate and enable growth focus marketers to achieve their goals faster by leveraging Leanplum’s Customer Engagement platform.
 
As Implementation Manager, you will set our customers up for long-term success by managing the on-boarding and activation process for enterprise-level accounts. You will be responsible for driving adoption and customer value by delivering a world-class implementation experience. This involves working directly with clients to define their business goals, and align their needs with the Leanplum Customer Engagement Platform.

Responsibilities

    • Manage complex projects with internal and external stakeholders working across teams and departments
    • Apply Customer Engagement and mobile marketing best practices and use cases across industries/verticals to our client base
    • Translate client strategies and business cases into tangible implementations and be comfortable speaking to technical and non-technical audiences
    • Be the clients point of contact during the onboarding process and speak about technical implementation concepts 
    • Lead the delivery of multiple, concurrent enterprise-level implementations 
    • Execute against Leanplum’s Project Management Methodology to ensure on-time implementations and increase the time to value of our clients
    • Be an internal advocate for Leanplums onboarding program and help optimize to move Leanplum to the next level
    • Help drive early adoption, setting KPIs, and success metrics for ROI
    • Advocate customer business use-cases to product development

Requirements

    • You have 3 years+ managing complex enterprise implementations across multiple senior stakeholders at a SaaS company or similar
    • You have 3 years+ project management experience and ideally a formal certification  (PMP, PgMP, Agile, Prince2, etc)
    • You have Excellent client management, communication, and influencing skills
    • You have Excellent problem solving and conflict management skills
    • You have a high level of intellectual curiosity 
    • You have a track record of customer happiness, success, and satisfaction
    • You have strong delivery experience (ideally in a Professional Services Environment)
    • You are a driven, dedicated teammate with creative ideas to inspire customer adoption
    • You are a driven, dedicated teammate with creative ideas to inspire customer adoption
    • You have tact and are poised in high-pressure situations when working through customer issues
    • You have the ability to transform manual solutions into scalable systems
    • You have a bachelor's degree

Bonus Points

    • Prior Consulting experience
    • Developed and/or worked in a professional services / onboarding team in a fast-growing SaaS company
    • Technical Knowledge such as Integration standards
    • Worked in the Marketing Automation or Ad-Tech Space

Benefits & Perks

      • Competitive salaries
      • Health, vision, and dental insurance
      • Flexible time off 
      • Peer bonuses
      • Very Dog Friendly in San Francisco!
 
Build more than a Career. Create Meaning.
Leanplum is an equal employment opportunity employer for all applicants and employees.  We do not unlawfully discriminate on the basis of race, color, religion, sex (including  pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws. When necessary, we also make reasonable accommodations for disabled employees and for pregnant employees who request an accommodation, with the advice of their health care providers, for pregnancy, childbirth, or related medical conditions.