Implementation Manager

1 day ago

Minneapolis, Minnesota, United States Center LLC Full time
Job Description

At Center LLC, we're building innovative technology to simplify how businesses work.

Our transformative expense management solution offers three key advantages:

  • It eliminates expense reporting for employees, significantly reducing the time needed to process expenses in the finance department.
  • It provides real-time reporting and insights to drive cost-savings, analyze trends, and hit budget targets.

The Center team believes that great businesses are built by people who share common values, including a passion for invention, a deep commitment to the customer, integrity, and operating with a sense of care and respect for one another.

As an Implementation Manager, you will be responsible for the initial success and deployment of our prospects and newest customers.

You will focus on building strong relationships, listening to customer needs, and turning business processes into optimal Center setups for maximum value to the customer.

You will partner with customers and internal stakeholders throughout the customer journey, seeking an accountable professional able to balance relationship management with business and technical acumen.

Key Responsibilities:

  • Establish a strong relationship with customers.
  • Partner with the Sales organization for a warm handoff from commitment to adoption.
  • Engage with prospects during the Sales cycle to assist with requirements and functionality.
  • Actively listen to customer challenges and prioritize solutions.
  • Collaborate with customers to ensure satisfaction and identify opportunities to add value.
  • Meet all deadlines through a self-driven mindset and deliver on promises to customers.
  • Manage customer expectations and mitigate risk.
  • Plan, design, and configure customer deployments from Sale to Adoption.
  • Independently plan, organize, and manage deployments for multiple customers.
  • Lead customers through consultation and analysis of their requirements and business processes.
  • Consult and guide customers with recommendations and best practices.
  • Configure Center Expense to customer requirements, incorporating best practices.
  • Coordinate and validate the integration of data from Center to other tools.
  • Train customers and prepare end users.
  • Partner with customers during critical/early stages of the relationship.
  • Focus on the value our product(s) bring to the customer and strive to deliver value at each interaction.
  • Drive adoption early in the journey through specific and personalized use cases.
  • Maintain the momentum of the project through visible value and active listening to overcome objections.
  • Act as the point of contact for escalations.
  • Identify the health of the customer early in their journey.
  • Prepare customers for later stages of the customer journey.
  • Provide exemplary customer service through every engagement (project, email, case, and call) with the customer.
  • Partner with customers to address needs and deliver positive outcomes.
  • Present complex ideas both written and verbal that are organized and professional.
  • Identify customer needs using common characteristics, use cases, and best practices.
  • Demonstrate empathy and responsibility.
  • Assist in building a scalable Customer Success organization.
  • Create, edit, and publish internal and external documentation.
  • Identify efficiencies in the deployment process.
  • Partner with the Product/Engineering team for suggested product and process enhancements.
  • Be creative with workarounds and best practices based on limitations of the product.
  • Assist in creating processes and documents for onboarding new Customer Success resources.

Requirements:

  • 2-3+ years of job-relevant experience.
  • Education: Bachelor's degree in Business or Information Technology or equivalent work experience.
  • Experience in project management, consulting, and/or software implementation.
  • Effective oral and written communication skills.
  • Proficient in the use of Microsoft Office suite of software.
  • Knowledge of cloud products and services.
  • Strong presentation skills.
  • Ability to travel as needed.

Personal Attributes:

  • Passion for the customer.
  • Fast learner, with an open mind, and a team-oriented mentality.
  • Self-starter, with the ability and willingness to grow.

Why Center LLC?

  • Backed by the co-founder of Concur.
  • All team members have the opportunity to make a critical impact at an early-stage business.
  • An experienced management team that understands the space and knows how to build high-performing teams.
  • Ownership through stock option grants.
  • Competitive base salary compensation package.
  • Comprehensive health insurance plan.
  • Flexible, self-managed PTO policy.
  • 401k program.
  • Great co-workers and a collaborative team that is passionate about helping every business get the most out of every dollar they spend.

Center LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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