Implementation Manager, Outdoorsy

• We’re seeking an Implementation Manager who brings the right mix of technical expertise, experience, and personal qualities to thrive in our fast-paced environment
• Technical Expertise with SaaS Software: You’re skilled at working with SaaS platforms and can confidently guide customers through their technical setup and usage
• Experience with B2B software or dual-sided marketplaces is a big plus
• Background in Training and Onboarding: You’ve got hands-on experience leading customer onboarding or training, ideally in a startup setting
• You’re great at simplifying complex ideas and helping users get up to speed quickly
• Startup Experience: You’ve worked in a fast-paced startup environment before and know how to keep up with rapid growth and shifting priorities
• You’re comfortable in lean operations where efficiency and adaptability are key
• Flexibility and Problem-Solving: You stay flexible during times of change and tackle complex problems with a positive, can-do attitude
• No matter the challenge, you always put the customer first and find solutions that work
• Analytical Mindset: You’re data-savvy and love digging into metrics to spot trends and improve processes
• You use insights to make smart, customer-focused decisions
• Customer-First Approach: You’re passionate about delivering exceptional experiences and ensuring every customer succeeds with our product
• You’re also available to travel at least once per quarter for customer visits or team events
• 4+ years in customer onboarding, training, or account management (bonus if it’s in RV, auto, or SaaS industries)
• Great at communicating and explaining things clearly, especially during training
• Organized and able to juggle multiple accounts at once
• Comfortable working on your own and with a team in a fast-moving environment

Desirable

• Outdoorsy is looking for an Implementation Manager to join our team in Austin and help new Wheelbase RV and Wheelbase Auto (carshare) customers get up and running
• This role is all about onboarding, activating, and training new accounts, ensuring they succeed with our product from day one
• You’ll guide customers through the setup process, support them for their first 30 days, and help us refine our processes as we grow this new sales funnel
• Lead the onboarding process for new Wheelbase RV and Auto accounts, getting them fully set up and operational
• Conduct multiple 1-2 hour onboarding meetings per account to train customers on using the Wheelbase product
• Lead critical followups post-training to ensure customers have clear next steps towards a full activation
• Coordinate and perform in-person visits for enterprise accounts when needed, providing hands-on support
• Ensure customers are activated, with their website integrated and ready to go
• Support customers during their first 30 days, making sure they’re successful and getting value from Wheelbase
• Nurture key accounts as an account manager, staying in touch through feedback calls and proactive check-ins
• Step in to assist with support escalations when necessary, helping resolve issues quickly
• Document onboarding and implementation steps, spotting opportunities to make things better
• Adjust current LMS (learning management system) to better support this onboarding process
• Suggest new processes to streamline the sales funnel and improve the customer experience
• Onboardings per Week/Month: How many accounts you successfully onboard
• Time from Closed-Won to Activated: How fast you get a customer from signing to fully activated (website integrated)
• Customer Satisfaction (CSAT): How happy your assigned accounts are, based on feedback and surveys