Description:
Working within the Customer Success team, the Implementation manager will be responsible for driving measurable customer outcomes and ensuring successful customer use of our platform. As a trusted advisor, technical consultant and subject matter expert you will own the end to end process of implementation & onboarding. You will work primarily with new customers and occasionally with existing customers to roll out new initiatives.
Roles & Responsibilities
- Lead new customers through onboarding as their primary point of contact from kickoff through go-live, driving adoption and time-to-value.
- Provide best practice advice, thought leadership and expertise to our clients, ensuring they’re set up for success
- Develop expert knowledge of Knak, our integration partners & eco system to answer technical & strategy questions about our product & industry
- Work closely with other Knak stakeholders such as CSMs, AEs, Support, Product and Leadership to ensure implementation success and foster effective internal communication
- Ensure projects are always completed on time and to a high quality standard
- Own and report on implementation KPIs including time-to-value, CSAT post-onboarding, and feature adoption at handoff.
- Use AI tools - Claude, ChatGPT & MCP connectors to scale yourself across a larger book and accelerate customer outcomes
Skills & Experience
- 3 years experience in Customer Success, Implementations or equivalent role
- Demonstrated project management experience running concurrent customer-facing projects with budgets and milestones. PMP or similar certification would be valued.
- Exceptional communication skills both written and verbal.
- Experience with running group training sessions or adult learning.
- The ability to develop meaningful relationships with clients and truly understand their needs
- Problem solving skills and the ability to think outside the box
- Excellent multi-tasking skills and the ability to juggle multiple projects at the same time
- Experience with SaaS products, Emails, Landing Pages, Marketing Operations & CRM an asset
- Familiarity with Marketo, Salesforce Pardot, Salesforce Marketing Cloud, Eloqua or other Marketing Automation tools an asset.
- A track record of successfully managing a book of clients and delivering exceptional results
- Experience with AI tools - Claude, ChatGPT & MCP connectors