Implementation Manager

| Austin | Remote
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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 an 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 and lead new onboarding projects by uncovering and mapping the customer’s goals and objectives to create best practices that lead to maximum impact for all parties on launch day.
  • Complete, communicate, and align on Kazoo best practices 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 and share customer feedback.
  • Lead large-scale customer configuration 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.

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.
  • Some HR Experience HIGHLY preferred but not required.  

 

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; 12 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
    • JavascriptLanguages
    • RubyLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • GraphQLLibraries
    • ExpressFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • ApolloDatabases
    • Google AnalyticsAnalytics
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesLoftCMS
    • SalesforceCRM
    • OutreachEmail
    • MarketoLead Gen

Location

206 E. 9th Street, Austin, TX 78701

An Insider's view of Kazoo

What are some social events your company does?

I have never had so much fun at company social events before coming to Kazoo. Whether it’s Halloween where we’re all dressing up and competing for the best costume, social lunches, playing trivia, or end-of-year celebration, it’s always a hoot! Getting together with my fellow KazooCrew both in and out of the office is something I look forward to.

Elle

Head of People & Talent

What projects are you most excited about?

Kazoo is at an exciting tipping point, and partnerships and integrations are key to moving the needle. Many meaningful relationships for the business have been built especially with employee engagement being so top of mind. I’m excited about 2021 as we bring the partner channel from a foundational phase to the point of opening new doors for Kazoo.

Amanda

Business Development Director

How does the company support your career growth?

Kazoo supports my career growth by providing me with the tools I need & allowing me to determine when & how to use them. By trusting that I have the best interest of both our organization and our customers in mind, I’m able to try new things, introduce new ideas & continue learning. It's that level of trust & autonomy that has allowed me to grow.

Lisa

Manager, Accounts

How do you empower your team to be more creative?

I encourage teams to challenge the status quo, get creative, continuously improve processes and optimize tasks. We have a culture that allows for some trial and error in order to learn, which has led to more successful outcomes. People are more willing to think outside the box to solve problems instead of always going with what has been done before

Jo

Chief Financial Officer

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 owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
We offer Unconscious Bias training as part of our onboarding process
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
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
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Upon hire, employees will receive company stock based on level
Match charitable contributions
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
Kazoo has a Flexible Paid Time Off (PTO) Policy for our full-time, benefits-eligible employees. We suggest employees take off at least 20 days (4 weeks)
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
ping pong, giant checkers, giant Jenga and video game hook ups
Stocked Kitchen
Snacks delivered every Monday
Some Meals Provided
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Continuing Education stipend
Time allotted for learning
We partner with LinkedIn Learning and provide employees with a license for continued education upon request
Customized development tracks
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