[Hiring] Implementation Manager, SMB @Qualia

Role Description

You are responsible for delighting our customers with exemplary customer support and technical expertise, specifically during the first 50-90 days of their customer journey. During this sensitive time, you’ll serve as their main point of contact and drive the implementation to graduation. You’ll provide a roadmap of the implementation period to customers, ensure they stick to the required schedule, and ultimately complete their transition to Qualia. We’re looking for the perfect blend of a customer service mentality with the ability to drive results.

Responsibilities

• Manage a high volume of customers during the most sensitive period of the customer journey
• Become a Qualia software expert in order to help your customers configure their deployments based on their company structure
• Work closely with your customers’ GMs and CSMs to align on strategic goals, and show customers the ROI with transitioning to Qualia
• Graduate customers from their implementation period quickly with high satisfaction
• Serve as the “quarterback” during the implementation period to ensure all stakeholders’ needs are being met

Qualifications

• At least 2-3 years experience in a relevant customer-facing role
• Good listener who can understand customer needs and communicate Qualia’s value proposition
• Ambitious, enthusiastic, tenacious, and a top-performer with a track record of consistently executing on tasks and projects
• Experience with Salesforce or other CRM/Project Management tools preferred
• Ability to get into the weeds and solve problems independently
• Strong team player, but still a self-starter
• Thrive in a multi-tasking environment and can adjust priorities on the fly
• Technically fluent and curious
• Strong communication skills interdepartmentally and with customers

Benefits

• Comprehensive health plans
• 401k program
• Commuter benefits
• Professional development
• Parental leave
• Flexible time off policy
• Robust online onboarding program to train new hires
• Biweekly all hands meetings
• A variety of internal virtual events to keep employees connected

Company Description

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.