[Hiring] Implementations Manager @Knak

Role Description

Working within the Customer Success team, the Implementation Manager will be responsible for driving measurable customer outcomes and ensuring successful customer use of our platform. As a trusted advisor, technical consultant, and subject matter expert, you will own the end-to-end process of implementation & onboarding. You will work primarily with new customers and occasionally with existing customers to roll out new initiatives.

Roles & Responsibilities

• Lead new customers through onboarding as their primary point of contact from kickoff through go-live, driving adoption and time-to-value.
• Provide best practice advice, thought leadership, and expertise to our clients, ensuring they’re set up for success.
• Develop expert knowledge of Knak, our integration partners & ecosystem to answer technical & strategy questions about our product & industry.
• Work closely with other Knak stakeholders such as CSMs, AEs, Support, Product, and Leadership to ensure implementation success and foster effective internal communication.
• Ensure projects are always completed on time and to a high-quality standard.
• Own and report on implementation KPIs including time-to-value, CSAT post-onboarding, and feature adoption at handoff.
• Use AI tools - Claude, ChatGPT & MCP connectors to scale yourself across a larger book and accelerate customer outcomes.

Qualifications

• 3 years experience in Customer Success, Implementations, or equivalent role.
• Demonstrated project management experience running concurrent customer-facing projects with budgets and milestones. PMP or similar certification would be valued.
• Exceptional communication skills both written and verbal.
• Experience with running group training sessions or adult learning.
• The ability to develop meaningful relationships with clients and truly understand their needs.
• Problem-solving skills and the ability to think outside the box.
• Excellent multi-tasking skills and the ability to juggle multiple projects at the same time.
• Experience with SaaS products, Emails, Landing Pages, Marketing Operations & CRM an asset.
• Familiarity with Marketo, Salesforce Pardot, Salesforce Marketing Cloud, Eloqua or other Marketing Automation tools an asset.
• A track record of successfully managing a book of clients and delivering exceptional results.
• Experience with AI tools - Claude, ChatGPT & MCP connectors.

Benefits

• Competitive salaries and equity in the company.
• Great benefits and paid vacation.
• Life leave days (because life happens).
• Team lunches and off-sites.
• Commitment to YOUR career growth.