Implementation Manager

| Austin
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Kazoo is an all-in-one Employee Experience platform that combines recognition, performance, and engagement in one powerful solution. By bringing together Real-time Recognition & Rewards, Continuous Performance Management, and Employee Engagement Surveys, Kazoo’s employee-first solution enables companies to build purpose-driven cultures while increasing productivity, retention, and revenue. With over 600 global customers, the Kazoo platform puts actionable analytics in the hands of business leaders, connecting them to what really matters.

Overview of the role:

If you are talented, detail-oriented, passionate about problem-solving, and have a knack for building relationships with customers and developing scalable processes, then we want you to join our Customer Success team. Our primary focus for our employees and customers is to foster happiness at work and enable employee engagement through the use of our software.

 

Our ideal candidate has led complex customer relationships, has a deep understanding of software implementation, and understands how to build customer service processes and practices that will scale and grow with the business.  This role will lead all levels of customer implementations and ensure customer relationships are win-win and will continue long-term. This role has a huge impact on customer retention. We serve to make our customers look good with their employees so exceptional service is a priority. Work fast, make quick yet informed decisions, have fun, connect with smart people, and leave feeling energized for more!

 

What you’ll do:

  • Kickoff new projects by uncovering and mapping the customer’s pains and objectives to create best practices that lead to maximum impact for all parties on launch day and lead onboarding processes
  • Complete, communicate, and align on Program Process and all subsequent project plans for customer launch.
  • Anticipate risks and barriers to pre and post-launch customer engagement with the Kazoo software.
  • Conduct alignment meetings with customers, internal product team, or engineering team to brainstorm new solutions in the face of new challenges.
  • Lead large-scale customer meetings with an average of 5-8 key customer stakeholders to prep for launch and ongoing success.
  • Shift and adjust approach based on new developments.
  • Digest, evaluate and communicate messages across internal and external stakeholders.
  • Own project direction and achievement of success criteria, and proactively identify and manage risk areas.
  • Ensure proper internal alignment and customer communication to keep all deliverables on track.
  • Work with Kazoo design team to ensure custom marketing and branding work is on-target with customer brand, culture, needs, etc.
  • Anticipate and address issues that may arise and find solutions that exceed customer expectations.
  • Be the customer’s trusted advocate and voice within Kazoo.
  • Synthesize product feedback from recent customer scoping and effectively communicate to Kazoo product team.
  • Collaborate and communicate across Kazoo and your customer teams to ensure we meet and exceed success metrics.
  • Manage important customer relationships.
  • Deliver a scalable, efficient, friendly customer service function to all end users.
  • Resolve issues that cannot be resolved with first-line support.


 

What we want from you:

  • 2+ years’ experience in Customer Success, Account Management and/or Consulting Services.
  • Skilled at building strong relationships with key stakeholders of various levels across large and complex enterprise organizations.
  • Experience with change management and development of processes that drive efficiency, effectiveness, and clarity for all parties.
  • Direct experience working in a startup environment, it’s a major PLUS if you've been part of a startup that grew into a much larger, thriving organization.
  • Act as a customer advocate; be able to identify and champion customers’ needs across a variety of industries for both internal and external teams.
  • Fancy yourself a quick learner, able to embrace new technology and industry knowledge quickly.
  • Basic understanding of software implementation best practices. 
  • Bachelor’s Degree or higher in Business Administration, Organizational Psych, or similar.

 

If you’ve reached this point in the job description and feel you’re still not sure if you should apply...Just do it! You may not have 100% of all those bullets listed above - and that's okay! We know there are no perfect applicants. If you’re feeling like you’re not going to fit in with our teams - that’s not okay. One of our company values is “Yes, &” - we believe in a diverse experience that allows us to build off the momentum of each other, so however you identity and whatever background you bring with you, we strongly encourage you to submit your application if this is a role you can be passionate about doing every day! 

When you work at Kazoo, we provide competitive benefits to make your life better both in and out of the office, which include: health, dental and vision insurance; open vacation policy; flexible wfh policy; 11 paid holidays; 401k program; Stocked kitchen; Mac Laptop; Transportation/Parking Stipend; Generous Parental Leave; Fertility benefits; Breast milk delivery; EAP & more!

At Kazoo, diversity and inclusion are fundamental to how we grow and operate our business. We’re building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices.  Kazoo commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.

We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Kazoo is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • RubyLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • GraphQLLibraries
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • ApolloDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • OutreachEmail
    • MarketoLead Gen

Location

206 E. 9th Street, Austin, TX 78701

An Insider's view of Kazoo

How does your team reward individual success?

We try to strike the right balance between rewarding both individual and collective success. Personal recognition most often is peer-to-peer with colleagues, managers, and execs amplifying and commenting on appreciation. The team members truly value the feedback, and it helps create a more aligned, supportive, and connected company culture.

Casey

Chief Marketing Officer

What's the biggest problem your team is solving?

We work to develop, grow, and scale our renewals process. With 700 customers, the biggest obstacle we faced was how we could make the renewal process scalable for our growing customer base, without minimizing the customer experience. We’re constantly improving our process to meet the needs of our customers as well as the needs of our business.

Dre

Program Manager

What makes someone successful on your team?

A deep passion for the work we do, the discipline to do the hard work day in and day out, the willingness to be uncomfortable because you know that discomfort brings growth, the ability to brush off the rejection you get on a daily basis, a natural curiosity that drives your ability to ask more questions, and a desire to have fun!

Erin

Executive Director, Market Development

What are Kazoo Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have organized a Culture Committee that helps to improve culture, drive cross-departmental connections, discuss important topics, and organize frequent activities/events
Open door policy
Team based strategic planning
Open office floor plan
Diversity
Highly diverse management team
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Semi-annually.
Game Room
ping pong, giant checkers, giant Jenga and video game hook ups
Stocked Kitchen
Snacks delivered every Monday
Some Meals Provided
Parking
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within
Continuing Education stipend
Customized development tracks
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