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Implementation Manager

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Client Services
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2100015M Requisition #

Based in the heart of Bozeman, Montana, Wisetail builds Learning Management Systems for innovators who, like us, know a people-first culture is the most important driver of success in the modern workforce.


Our software gives millions of users the chance to learn and develop in an engaging environment and our platform is crafted to meet the unique needs and challenges in today’s workplace. That’s why so many of today’s leading brands—including Shake Shack, SoulCycle, Bonobos, Cheesecake Factory, Einstein Bros, and many more—use Wisetail’s LMS every day.


We hire collaborative, ambitious, and humble people. We provide benefits and tailored career paths needed to develop both personally and professionally. Our team is committed to working toward the common goal of powering great places to work, which in turn holds us accountable to making ours the best it can be. We are proud to have ranked as one of the “Fastest Growing Companies in the U.S.” on Inc. “5000’s” list, “50 Best Small Workplaces” by Fortune Magazine, “One Of The 50 Best Small Workplaces In The U.S.” by Great Places to Work Institute and Outside Magazine’s “The 100 Best Places to Work.”


Our growing team is focused on delivering a transformational experience for our clients. We’re constantly refining and pushing our product further, and we’re looking for an Implementation Manager to join our team. This is a great opportunity to work with a creative, strategic-thinking, and innovative team.

The Role

The Implementation Manager (IM) drives 100% client retention by providing exceptional hospitality, training, and consulting to new clients going through onboarding and implementation. The IM makes it a point to understand each client’s corporate ecosystem in order to know what role Wisetail plays within the company and to make a direct connection between the client’s strategic goals and how the LMS is implemented.

The IM takes time to understand the “Why” behind the client’s decision to buy an LMS from Wisetail in order to create a project and training plan that will deliver on the client’s objectives. The IM sets up the client-Wisetail relationship for success by delivering a seamless onboarding experience and building the foundation for a solid, trusting relationship.

The IM understands the client’s goals and, as a trusted consultant, provides best practices and recommended solutions to the challenges they face. This person has the ability to build strong relationships and believes that all problems can be solved. They find the ‘yes’ for clients while setting clear expectations and acting in the best interest of Wisetail.

The IM brings a friendly, knowledgeable face to the relationship with the client and owns the client’s overall experience with Wisetail, identifying and acting upon ways to maximize the value that the client gets from Wisetail’s products and services with each interaction.

Responsibilities

  • Manage a portfolio of implementation clients with projects in different stages.

  • Provide clients with a comprehensive project overview and necessary resources to ensure they are comfortable and confident in the implementation process.

  • Train clients on LMS functionality and Wisetail best practices.

  • Make recommendations for system configuration, content strategy, and integrations based on client’s use case.

  • Sell and manage professional services projects.

  • Create and maintain both internal and external-facing knowledge base articles, FAQs, user guides and additional help resources. Document processes and answers to frequently asked questions to help clients and CX be self-service.

  • Facilitate an absolutely seamless transition from Sales Engineer to Implementation Manager to Account Manager.

  • Ensure clients are aware of new features, important announcements, and opportunities to learn and engage with Wisetail (including, but not limited to events, webinars, new help resources, etc).

  • Understand, actively monitor, and communicate overall client health based on established metrics. Create engagement plans to improve health of at-risk implementation clients

  • Identify opportunities for account growth

  • Partner with cross-functional teams

Requirements

  • Bachelor's Degree with a minimum of 2 years in a client-facing role.
  • Passion for hospitality and a never-ending hunger to learn more about technology, user experience, training, and L&D.
  • Proven ability to take initiative, research, and solve problems.
  • Exceptional customer service, interpersonal and communication skills over the phone, in email, and in person.
  • An empathetic and analytical mindset, skilled at understanding and advocating for multiple stakeholders and interests.
  • Comfortable working under pressure in and adapting to an ever-changing environment.
  • Talented at managing multiple projects from start to finish; prioritizing competing needs, setting appropriate expectations and delivering on deadlines.
  • Excitement to work in an open and collaborative environment.
  • Occasional travel is required.

Pluses

  • Experience in working in a technology/software environment.
  • Account management experience.
  • Familiarity with ticketing systems.
  • Confidence in presenting to groups.

 

 

A career with Intertek means joining a global network of professionals dedicated to bringing quality and safety to life. Our vision is to become the world's most trusted partner for Quality Assurance and we offer our employees the chance to make an impact with attractive growth opportunities in this industry on a global scale.

We offer a salary and benefit package competitively placed within the local market, including medical, dental, vision, life, disability, 401(k) with company match, tuition reimbursement and more.

We are an Equal Opportunity Employer and do not discriminate against applicants due to veteran status or on the basis of disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, or gender identity. 

Intertek is a drug-free workplace. As a condition of employment, all hires are required to pass a pre-employment drug test.

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