Implementation Manager, AlertMedia
More information about location
Emergency communication provider
Be an early applicant
Emergency communication provider
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To save lives and minimize loss by facilitating timely, accurate, and relevant communications when an emergency situation threatens personal safety and business continuity.
Role
Who you are
- You are an accomplished IM with proven success in strategically onboarding and implementing a project or software across a range of customer profiles
- You naturally approach situations with a consultative, solution-driven approach and embrace each customer relationship as a true partnership
- You are comfortable balancing different customer goals, resources, and timelines and have strong verbal and written communication skills
- You are a dedicated customer advocate and enjoy working cross-functionally to drive value and develop innovative solutions for our global customer base
- 4+ years’ experience in a strategic customer-facing role, i.e. Implementation Manager/Customer Success Manager/Account Manager
- 2+ years’ experience in implementation or project management in a SaaS environment
- Desire to work with demanding, multi-national customers headquartered in EMEA
- Experience using Excel is required. Salesforce, Gainsight, Monday.com experience preferred
- Excellent project management skills with proven ability to prioritize competing tasks
- Outstanding verbal and written communication skills
- Strong analytical, negotiation, and creative problem-solving skills
- Self-motivated and action-oriented, yet willing to work within a team environment
- Enthusiasm in collaborating with all members of our team (Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, Engineering)
- The aptitude to learn and be coached
- Position is fully remote and open to Ireland residents
What the job involves
- AlertMedia is looking for a customer-focused Implementation Manager who will take immediate ownership of our customer relationships with a focus on providing the highest level of strategic partnership as they begin their customer journey
- The Implementation Manager (IM) serves as a thought partner, product expert, and project manager
- As a part of AlertMedia’s larger Customer Operations team, IMs believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals
- IMs are determined to guide customers through a successful deployment, accomplishing key milestones and maximizing product and feature enablement, before transitioning the customer to the dedicated Customer Success Manager (CSM)
- As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!
- Act as the primary owner of multiple concurrent customer implementations, balancing time to value with customers’ intended timelines
- Lead customer kickoff meeting, initiating conversation on goals and desired business outcomes and setting mutually agreed upon expectations for the implementation project plan
- Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted
- Strategize with the larger Customer Operations team to provide the customer with industry-specific best practices and proven AlertMedia solutions, accounting for customer goals and use cases
- Clearly communicate action items across internal and external teams and provide regular project updates to the customer
- Sensitively manage and interpret data, consulting on data imports and automations
- Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions
- Diligently manage implementation milestones and overall project status internally in Gainsight
- Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM transition once the customer is deployed
- Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve and scale the implementation experience
- Contribute to AlertMedia’s culture, values, and vision for the future
Our take
Over the years, organizations have gradually increased their focus on employee safety and emergency preparedness, but the growing number of climate change-related incidents such as floods, wildfires and heatwaves have made this an urgent necessity. AlertMedia’s software enables businesses to quickly identify risks to their people or locations and communicate instantly with those impacted, ultimately minimizing response times during emergencies.
AlertMedia is the world’s leading provider of its kind due to its innovative two-way multichannel messaging system and threat intelligence, and has been experienced double digit annual revenue growth since its founding. The company supports thousands of organizations around the world including popular brands such as Walmart, JetBlue, Coca-Cola Bottling, DHL, and Volvo.
In 2021, AlertMedia signed an agreement to receive strategic growth investment from Vista Equity Partners, bringing in investment that will go towards accelerating its product roadmap and continuing expansion into new markets. This will ensure enterprises of all sizes are being protected during critical events.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2020
$15m
SERIES C
Jan 2019
$25m
GROWTH EQUITY VC
Total funding: $57.1m
Company benefits
- 100& Paid Healthcare: Take advantage of fully paid medical, dental, vision, disability, and life insurance for employees and subsidized for dependents.
- Bonus: Participate in the company-wide annual bonus based on their collective success.
- Family Planning: Leverage their 100% paid parental and new child bonding leave—12 weeks off for primary caregivers and 4 weeks off for secondary caregivers
- Paid Sabbatical: Pursue your interests with six weeks of paid sabbatical leave after six years of service.
- Tuesday Lunch: Get together for transparent company updates from leadership while enjoying a meal on AlertMedia
- PTO: Unplug, rest, and recharge with a flexible time off policy that encourages work-life balance without worrying about counting days!
- Give Back: Join your coworkers in giving back to the Austin community through quarterly volunteer opportunities
- Team Building and Celebrations: Take part in company celebrations, team buildings, and peer-nominated value award recognition
Company HQ
Bouldin Creek, Austin, TX
Leadership
Brian Cruver
(Executive Chairman)Formerly was CEO for AlertMedia. Before that, co-founded and was CEO of both Xenex and Giveline. Experience in Business Development for Shell USA and Enron. Author of "Anatomy of Greed" published by Perseus Books.
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