Senior Implementation Manager

US-MA-Framingham
Category
Customer Success
Type
Regular Full-Time

The Company

The Company

 

Recently named a #1 Top Place to Work by The Boston Globe and one of the Best Workplaces in the US 2013 by the Great Places To Work Institute

Globoforce is a fun, fast paced environment with a winning culture.  The company is co-headquartered in Southborough, Massachusetts, and Dublin, Ireland.

As the global leader in cloud-based (SaaS) social recognition solutions, Globoforce helps its customers dramatically increase employee engagement and retention, strengthen company culture, and manage and measure employee performance.

 

Over the past 10 years, Globoforce has reinvented employee recognition from tactical-based programs to social and strategic programs that energize employees and lead to bottom-line business results. This new approach provides HR and business leaders with data and insights that can reveal the true performance and influence of employees across an organization.  Today, some of the largest and most admired brands and companies rely on Globoforce to transform employee performance, including Symantec, Intuit, JetBlue, and InterContinental Hotels Group.

The Job

The Job

 

Our Launch Success Managers are responsible for ensuring our customers launch the world’s best recognition cultures. Our Launch Success Managers work directly with customers to ensure they are led through the program goals definition, program design, configuration and adoption phases successfully in order to tee the customer up for success.  It is the Launch Success Manager’s role to ensure the program is effectively communicated and driven within the client company.  In addition, they are responsible for directing the program launch, adoption and ramp goals and delivering the results desired for both the client and Globoforce.

This is an exciting opportunity for an experienced leader who has broad expertise in customer relationship management, consulting and project management. The ideal candidate will have large account management experience understand what it takes to deploy enterprise-wide software, be well-versed in cross team coordination, have relationship management expertise, experience building lasting relationships with customers and be a strategic thinker.

The position will report to the Director of Customer Success.

This role will own and manage the relationship with our customers across the following key areas:

  • Program Goals Definition
  • Program Design and Development
  • Communication & Training Strategy
  • Program Configuration
  • Program Adoption & Ramp

Responsibilities, Skills & Qualifications

Main duties & responsibilities:

  • Launch the world’s best recognition cultures.
  • Work with clients to complete a One Page Strategy for Success which defines goals, objectives, ambitions, program design and risks related to the customers program launch
  • Demonstrate strategic value to the customer by understanding the customer’s ambition for recognition and effectively guiding and directing each customer to embrace best practice in order to deliver their ambition
  • Establish a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products and services
  • Monitor and facilitate the customer’s adoption of our solution features and functionality to maximize their return on investment
  • Effectively manage the client launch process from contract signature through deployment of the solution taking full responsibility for delivery of the suite of products the client selected
  • Simultaneously run several implementation projects, communicate project data, track and analyze status of all ongoing projects according to process guidelines provided
  • Communicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirements as mutually agreed
  • Ensure proactive and responsive approach to all aspects of customer success
  • Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools
  • Coordinate with internal or client resources to ensure an effective communication and training strategy is in place for the program to drive program awareness and adoption to the desired levels within the client’s defined goals

 

Required skills and experience:

  • Experience guiding enterprise clients through a technology or change management initiative
  • Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment
  • Proven experience helping clients adopt best practices and navigate their own organization to help instill change
  • Exceptional oral and written communication skills required to document and communicate with internal and external resources
  • Ability to work in a team environment with field sales, technical, marketing, consulting and operations personnel
  • Ability to achieve results by effectively communicating with other groups and generating project plans for customers
  • Strong technical aptitude and an understanding of Software-as-a-service (SaaS) delivery model
  • Demonstrated project management skills in managing solutions for Fortune 500 customers
  • Ability to work independently as a self-starter
  • Ability and comfort in chairing on-site live meetings and virtual webinars, to large groups of people either customer facing or internal in nature
  • High energy and positive ‘can do’ attitude
  • Ability to travel approximately 30% of the time

 

Qualifications

  • College Degree or equivalent work experience
  • Minimum 5+ years of business experience with a demonstrated ability to manage complex programs for Fortune 500 customers
  • Proficient in SalesForce.com, Microsoft Project, and Microsoft Office

 

Job Type

Full time, permanent

 

 

Location

Framingham, MA

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