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Customer Success Implementation Manager

2 months ago

Chicago, Illinois, United States Canto Full time
Job Description

Position: Manager, Implementation (North America)

Location: Remote (US - eligible states only)

Company Overview:

Canto is revolutionizing the digital asset management (DAM) sector. Our platform serves as a unified source for brands to organize, access, and distribute digital assets, enhancing content value, expediting production, and ensuring brand uniformity. With a focus on efficiency and collaboration, we leverage data-driven insights and AI to assist companies in not just managing but optimizing their digital content. At Canto, we are more than a DAM solution; we are a catalyst for brand transformation. Join us in our mission to redefine the DAM landscape and empower brands to derive exceptional value from their digital assets.

Role Overview:

We seek a seasoned post-sales leader to join our Implementation Team. As a frontline manager, you will mentor and develop a team of 7-10 Implementation Managers, support high-priority clients, and drive key objectives. You will work collaboratively across departments to ensure clients experience a premier customer journey with Canto.

Key Responsibilities:

  • Lead, mentor, train, and recruit a high-performing team of dispersed Implementation Managers to achieve individual and collective targets.
  • Design and implement strategic enhancements to scale processes, services, and systems, enabling the team to surpass adoption, utilization, and retention goals.
  • Guide the team in establishing and nurturing robust customer relationships. Act as a mentor to navigate complex customer scenarios and use cases.
  • Collaborate with Sales, Support, Customer Success Managers, and Account Managers to ensure successful business outcomes.
  • Serve as a thought leader, presenting innovative strategies to enhance existing processes.
  • Foster a culture of accountability and execution through data-driven methodologies.
  • Assist your team in achieving successful customer adoption and engagement objectives, enhancing the customer lifetime journey and value.
  • Effectively resolve customer escalations to ensure maximum satisfaction and positive results.

Qualifications:

Required:

  • 3+ years of experience managing and developing Customer Success or Implementation Teams.
  • 6+ years of experience in Implementation or Customer Success Teams within SaaS environments.
  • Experience managing remote teams and cultivating team culture.
  • Proven success in achieving team goals and objectives.
  • Technically adept with strong problem-solving capabilities.
  • Ability to efficiently hire and onboard new Implementation Managers.
  • Strong analytical skills, capable of making data-driven decisions.

Skills and Competencies:

  • Exceptional verbal and written communication skills, with experience addressing both large and small groups.
  • Ability to build cohesive teams, promote collaboration, and leverage diverse skills to enhance implementation effectiveness.
  • Strong customer service orientation with a keen understanding of customer needs.
  • Capacity to adapt to a fast-paced, ever-changing environment.
  • Attention to detail and proficiency in solving complex challenges.
  • Commitment to transparent communication at all levels.

Elevate Your Journey with Canto:

Start-Up Spirit: Experience the excitement and flexibility of a growing organization.

Hands-On Impact: Your contributions directly influence our success.

Learning by Doing: Our growth initiatives provide real-time learning opportunities.

Close-Knit Team: Enjoy a supportive and collaborative work environment.

Open Communication: We prioritize transparency and open dialogue.

Problem-Solver's Paradise: Apply creativity to real-world challenges.

Work-Life Harmony: We respect the balance between personal and professional commitments.

Growth Opportunities: As we expand, so do the opportunities for our team.

Cultural Exchange: Learn from diverse colleagues in a global context.

Canto is an Equal Opportunity Employer. We are dedicated to building a diverse and inclusive team and do not discriminate against qualified employees or applicants based on any characteristic protected by local law or ordinance.