Implementation Manager

Posted 14 Days Ago
Easy Apply
Austin, TX
Hybrid
Mid level
Cloud • Information Technology • Security • Social Impact • Software
AlertMedia helps companies keep their people safe, informed, and connected during emergencies and other critical events.
The Role
The Implementation Manager at AlertMedia focuses on onboarding customers, managing implementation projects, and serving as a product expert. Responsibilities include leading kickoff meetings, strategizing with the Customer Operations team, communicating project updates, and ensuring successful customer transitions.
Summary Generated by Built In

Do work that matters. 

At AlertMedia, everything we do supports our mission: to save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.    

Our values which reflect our view on what’s important and what’s right include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.  

AlertMedia is looking for a customer-focused Implementation Manager who will take immediate ownership of our customer relationships with a focus on providing the highest level of strategic partnership as they begin their customer journey. The Implementation Manager (IM) serves as a thought partner, product expert, and project manager. As a part of AlertMedia’s larger Customer Operations team, IMs believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals. IMs are determined to guide customers through a successful deployment, accomplishing key milestones and maximizing product and feature enablement, before transitioning the customer to the dedicated Customer Success Manager (CSM). 

As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!  

Who you are: 

You are an accomplished IM with proven success in strategically onboarding and implementing a project or software across a range of customer profiles. You naturally approach situations with a consultative, solution-driven approach and embrace each customer relationship as a true partnership. You are comfortable balancing different customer goals, resources, and timelines and have strong verbal and written communication skills. You are a dedicated customer advocate and enjoy working cross-functionally to drive value and develop innovative solutions for our global customer base. 

What you get to do every day: 

  • Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines 
  • Lead customer kickoff meeting, initiating conversation on goals and desired business outcomes and setting mutually agreed upon expectations for the implementation project plan 
  • Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted 
  • Strategize with the larger Customer Operations team to provide the customer with industry-specific best practices and proven AlertMedia solutions, accounting for customer goals and use cases 
  • Clearly communicate action items across internal and external teams and provide regular project updates to the customer 
  • Sensitively manage and interpret data, consulting on data imports and automations 
  • Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions 
  • Diligently manage implementation milestones and overall project status internally in Gainsight 
  • Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed 
  • Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve and scale the implementation experience 
  • Contribute to AlertMedia’s culture, values, and vision for the future 

What you bring to the role: 

  • 3+ years’ experience in a strategic customer-facing role as Implementation Manager/Customer Success Manager/Account Manager 
  • 2+ years’ experience in implementation or project management in a SaaS environment 
  • Desire to work with demanding, multi-national customers 
  • Experience using Excel is required. Salesforce, Gainsight, monday.com experience preferred
  • Excellent project management skills with proven ability to prioritize competing tasks 
  • Outstanding verbal and written communication skills 
  • Strong analytical, negotiation, and creative problem-solving skills 
  • Self-motivated and action-oriented, yet willing to work within a team environment  
  • Enthusiasm in collaborating with all members of our team (Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, Engineering) 
  • The aptitude to learn and be coached 
  • Strong preference for candidates located in Austin, Texas to work a hybrid (2 days a week) in our downtown headquarters 

Why you’ll love working at AlertMedia: 

  • Competitive base salary + Company-wide bonus program  
  • Generous and flexible time off and parental leave policies  
  • Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!  
  • 401K with a generous company match 
  • Amazing rewards and incentives – we love celebrating each other!  
  • Commitment to community service with opportunities to give back   
  • A Best Places to Work company 9 years in a row and numerous other awards  
  • Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails  
  • Ongoing career development opportunities with our Learning and Development team 

About AlertMedia: 

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries.   

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.    

Come join us in our mission to save lives and minimize loss through effective communication.   

AlertMedia does not currently sponsor applicants for work visas.  

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/ 


Top Skills

Excel
Gainsight,Monday.Com
Salesforce

What the Team is Saying

Zach
Talia
Liel
Matt
Peter
Alex
The Company
Austin, TX
363 Employees
Hybrid Workplace
Year Founded: 2013

What We Do

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. Our team of in-house intelligence analysts and meteorologists work around the clock to monitor thousands of data sources around the world, providing our customers and employees with verified, credible information to protect them from impending threats.

AlertMedia has been recognized both nationally and locally for its exceptional company culture, most recently being named to Inc. Magazine’s Best Workplaces list for 2023. We were also named to Forbes’ list of America’s Best Startup Employers for two consecutive years, Austin Business Journal’s Best Places to Work for six consecutive years, and Built In Austin’s 100 Best Places to Work in Austin.

Located in the heart of downtown Austin in the "smartest building in the city", AlertMedia inspires and invests in our employees through continuous developmental experiences, including Career Month, community volunteering, mentorship programs, Employee Resource Groups, and weekly "Tuesday Lunches" where the company comes together to learn about and discuss any business updates. AlertMedia also facilitates a robust internship program, working with universities (including HBCUs), non-profit organizations like Hiring Our Heroes, and similar partners to invest in the future of our diverse workforce.

Why Work With Us

AlertMedia employees have a strong connection to our mission and product. An anonymous employee survey recently revealed 99% of our people feel the work they do is important and making a direct impact, 94% feel our diverse, grow-from-within culture is collaborative and supportive, and 92% are taking advantage of our career development opportunities

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AlertMedia Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Our hybrid policy provides flexibility so employees can work and collaborate from home or in our Austin offices, either full- or part-time. We ask employees in Austin to join us on Tuesday for company-sponsored lunch to connect and learn together.

Typical time on-site: 2 days a week
Austin, TX

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