Implementation Manager

2 months ago

Boston, United States Exclaimer Full time

Onboarding Manager (US) – Exclaimer


Location: Boston

Department: Customer Success

Reports to: Head of Implementation


Why Join Us?


At Exclaimer, we are passionate about delivering exceptional customer experiences. As an Onboarding Manager (US), you will play a critical role in ensuring our enterprise and mid-market customers are set up for success from day one. You’ll work in a collaborative environment where your technical skills and customer focus will drive Exclaimer adoption and foster long-term customer relationships.


Position Overview:


We are seeking a highly motivated and technically skilled Onboarding Manager (US) to guide enterprise and mid-market customers through the onboarding process for Exclaimer. You’ll ensure smooth integration with systems such as Microsoft 365, Google Workspace, and other platforms, driving early value and full product adoption.


Key Responsibilities:


  • Kickoff & Planning: Lead personalized onboarding kickoff meetings for enterprise and mid-market customers, defining success metrics and aligning on goals.
  • Account Setup & Configuration: Configure accounts, roles, permissions, and signature templates for large-scale deployments.
  • Integration & Testing: Manage integrations with Microsoft 365, Google Workspace, and troubleshoot technical issues across platforms.
  • Training & Enablement: Conduct admin and end-user training, providing tailored resources for enterprise needs.
  • Rollout & Support: Oversee full-scale signature deployment, providing ongoing support to ensure customers are independent and successful with Exclaimer.



Vital Skills and Experience:


Required:


  • Proficient in Microsoft 365, Google Workspace, Windows, and email authentication protocols (DKIM, SPF, DMARC).
  • Proven ability to troubleshoot integration and system compatibility issues in complex environments.
  • Strong verbal and written communication skills, able to simplify technical concepts for non-technical users.
  • Proven ability to build and maintain strong relationships with enterprise and mid-market customers.
  • Ability to manage multiple large-scale onboarding projects simultaneously, ensuring timely delivery.
  • Strong critical thinking and problem-solving skills for resolving technical challenges in complex customer environments.
  • Experience delivering admin and end-user training, ensuring customer independence in managing the product.


Desired:


  • Previous experience working with enterprise or mid-market customers in a SaaS environment.
  • Familiarity with change management practices to support customers through product transitions.
  • Experience assisting customers with data migrations and syncing large user bases (e.g., Azure AD).
  • Experience with PowerShell

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