POSITION SUMMARY

We're looking for a highly motivated and experienced Implementation Manager to join our Public Sector Customer Success team. This crucial post-sales role is all about ensuring the smooth onboarding and successful implementation of our SaaS solutions for new and existing government and public sector clients. You'll be key to translating client needs into effective system configurations, driving operational efficiency, and boosting overall customer satisfaction.

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WHAT YOU'LL DO

• Lead Client Onboarding & Technical Consultation: Guide public sector clients through the seamless implementation of our SaaS solutions. You'll deep-dive into their unique requirements, partner closely with Customer Success Managers, and provide expert consultation on workflow optimization, solution configuration, media/data management, AI/operational workflows, and manage account/user provisioning.

• Design & Configure Solutions: Transform client needs into optimized system configurations, ensuring smooth integration with their existing business processes and working with both cloud-based and on-premise installations.

• Plan & Execute Implementations: Develop and execute comprehensive delivery and implementation plans, including rigorous testing and troubleshooting to ensure robust and reliable system setups.

• Provide Technical Expertise: Become a go-to subject matter expert on our SaaS environments, products, and third-party integrations, offering invaluable insights and guidance to clients and internal teams, and collaborating closely with the Support team to troubleshoot and resolve complex technical challenges efficiently.

• Collaborate Cross-Functionally: Work hand-in-hand with Solutions Architects, Solutions Engineers, and Product Teams to align solutions with specific customer use cases, maintaining transparent communication throughout the entire onboarding journey.

• Drive Operational Success: Lead integration activities and provide essential support for client-based services, collaborating with Pre-Sales, Customer Success, and Product teams to elevate customer satisfaction and product adoption.

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WHAT YOU'LL NEED

• Experience: 3+ years in a post-sales implementation role within a SaaS environment, with a strong preference for experience with public sector clients.

• Technical Acumen: This role demands a strong technical aptitude. Experience with any of the following technologies highly preferred:

  • GraphQL, Node-RED, Python, SQL

  • Linux, Red Hat

  • Enterprise server technology (AWS/Azure), cloud-based software platforms

  • Ticketing systems

  • AI technologies and digital media workflows (especially video & audio)

• Analytical Skills: Strong analytical capabilities, with the ability to clearly communicate complex technical information to both technical and non-technical stakeholders.

• Documentation Skills: Excellent documentation skills and a meticulous approach to solution design, ensuring clarity and precision.

DISCLOSURE
Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

(California & Colorado Only*): The annual target salary pay range is posted from $80,000-95,000. This base pay is for illustrative purposes only and will be determined based on skills and experience comparable to the job requirements. This position may be eligible for additional compensation and benefits including but not limited to: incentive compensation; health benefits; retirement benefits; life insurance; paid time off; parental leave and benefits; and other employee perks and benefits.

*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in California & Colorado.

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