Implementation manager

The Opportunity

Customer success at Stony Contributes directly to revenue growth, so your work is at the center of our strategy. You’ll form a key part of our sales offer and become a product and customer expert who helps customers implement, adopt, and use Stonly. You'll get to consult with businesses to help them make their own customers and support agents more successful by using Stonly and, along with a strong team of customer success pros, you'll make sure Stonly is known as a world-class leader in customer success!

At Stonly, you’ll have autonomy and the ability to really serve the customer better, but enough team collaboration and traction to learn, grow, and win together. Join a team that cares about our customers, our growth, our ethics and your career and success.

This is a great opportunity to start or develop your career in Customer Success and Implementation Management. 

What You’ll Do

• Act as the primary point of contact throughout the implementation and foster strong client relationships. Report on progress of the project to all stakeholders
• Work closely with the Stonly Leadership to define our implementation processes
• Work directly with our founders and our CEO to grow our business and partnerships 
• Deeply understand our customers' needs and how Stonly provides value in those areas.
• Develop and demonstrate expertise with our solutions and guide customers to implement them quickly and show measurable results.
• Guide customers through platform configuration and activation – ensure new accounts are set up for success. 
• Help customers understand the product and its fit to their role/company and deploy it successfully to meet their goals
• Create Project Plans, host regular project meetings and execute on the plan. Ensure excellent note-taking of each call, action item and follow-up
• Communicate project status updates across teams on a standardized basis including any risks with major projects
• Be a customer advocate who approaches each project with a consultative and value driven mindset
• Smoothly handover to CSMs once project is complete

Skills and Experience

• Empathy - A track record of going above and beyond to serve customers and an ability to understand their goals
• Strong technical acumen with the ability to learn our product and quickly analyze customer problems & goals to identify & implement Stonly solutions
• Excellent communication skills and can succinctly explain technical concepts
• Writing and creating – the ability to create resources (Stonly guides, screencasts, videos, and presentations) to help us ensure customer successff
• Customer First Mindset - Customer excellence is a priority for us, as is being a trusted advisor. The ability to make customers feel at ease knowing that they are in the hands of experts is critical to success
• Experience in a Success, Onboarding, Implementation of Project Management role with proven results as a high-performer at a SaaS or other relevant company
• Required Languages - Fluent in English. Nice to have but not required - Spanish, French or Portuguese

Working at Stonly

• Values: At Stonly, we care deeply about our customers, the growth of our business, our core values and you (career and success). We value team building, collaboration, and working with people we enjoy and who push us to become better.
• Competitive salary and equity options.
• Healthcare Benefits

Stonly provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.