[Hiring] Technical Implementation Manager @Crossbeam

Role Description

This Technical Implementation Specialist role is responsible for assisting our Enterprise customers during their roll-out phase and supporting the Account Success (ASM) teams with their technical expertise.

As a Technical Implementation Manager on our Enterprise team, you will be focused on 4 main pillars:

• Onboarding & Project Management
  • Partner with ASMs to run proper handoffs with Account Executives when new customers.
  • Own the onboarding experience end-to-end, partnering closely with customers to ensure a strong launch.
  • Run regular check-in calls with customers throughout onboarding, delivering a "consultant" perspective.
• Relationship & Trust Building
  • Build strong rapport with new customers from day one — establish expertise and earn trust quickly with admins.
  • Build excitement about customer success on the platform, encouraging adoption of additional products and features.
• Technical Delivery & Enablement
  • Overcome complex technical roadblocks and objections to drive adoption of best practices and recommendations.
  • Discover unidentified product needs; work cross-functionally to scope and troubleshoot technical issues.
  • Lead product trainings, teaching customers to use self-service tools effectively during the implementation phase.
  • Set expectations with customers on how to engage Support and their dedicated ASM going forward.
• Ownership & Continuous Improvement
  • Take ownership of support requests tied to your accounts.
  • Drive customers toward their goals/KPIs, doing what's needed to ensure their success.
  • Share feedback to help improve internal processes and the product.

Qualifications

• 3+ years experience in implementation/onboarding for a B2B SaaS company.
• 1+ year(s) experience in a customer-facing role.
• Exceptional project management skills with experience owning and running technical/complex implementations for Enterprise companies with 3,500+ employees.
• Strong familiarity and experience working with Salesforce.
• Consultative and solution-oriented mindset.
• Detail oriented, organized with excellent communication skills.

Requirements

• Take ownership without waiting for permission.
• Ask “what’s actually needed?” instead of defaulting to precedent.
• Use AI as leverage to clarify thinking, improve communication, synthesize information, and accelerate execution.
• Actively seek out and act on feedback to raise your own bar.
• Dig until you understand the real problem, not just the surface request.
• Make those around you more effective.

Benefits

• Collaborative teammates and a culture built on trust and accountability.
• Competitive compensation and equity.
• Comprehensive healthcare coverage for you and your family.
• Remote-flexible with access to co-working spaces in your area.
• Learning, wellness, and WFH stipends.
• Flexible time off.
• Paid parental leave.
• …and more!