Implementation Manager, Assembled
Customer support workforce management platform
Open for applications
Customer support workforce management platform
101-200 employees
Open for applications
101-200 employees
Company mission
To create a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead.
Role
Who you are
- 4+ years of experience in a customer-facing role supporting a technical product or service. Implementation management and SaaS experience are preferred
- Experience working with SQL, APIs and integrations
- You enjoy working with customers: You have high empathy and a unique ability to understand customer needs. You enjoy developing relationships and can collaborate effectively with a wide range of stakeholders - across C-level execs, leaders in WFM, and engineers
- You are curious and you lean technical: While not a developer yourself, you enjoy digging into available data (including internal databases) on how a product works and have dabbled in parsing code or writing SQL to get things done. You are comfortable picking up new technical skills when they will help unblock you. You work well internally with Engineers to build new features and functionality for Enterprise customers
- You can think strategically while being in the weeds: You can identify key trends and insights from customer conversations and the broader market to connect the dots on what we should do on go-to-market and product. You can break a project or goal down into smaller tasks or pieces
- You don't give up and you have a track record for getting things done: You have the grit, determination, and tenacity needed to push through roadblocks within highly unstructured environments. You know how to juggle competing priorities and drive towards outcomes. You're great at keeping everyone up to date
- You have a growth mindset: You're not afraid to try things you've not done before and fail. You thrive on feedback
- You are a great team member: You are collaborative, humble and helpful. You are available to help your teammates when needed and are able to balance your priorities with the overall team's
What the job involves
- We’re looking for an Implementation Manager to lead the technical implementation process and drive customer relationships during onboarding for our mid-market and enterprise customers
- As an early member of our Solutions Team, you'll help shape our implementation processes as we scale — from customer project management to technical setup, you’ll drive revenue conversion, retention, and satisfaction among our customers
- You'll use your learnings from engaging with customers to formalize implementation best practices, help improve our product, and iterate on our operational processes as we scale
- Build customer relationship and guide technical implementation projects across all customer segments, with a focus on mid-market and enterprise
- Explore and document product functionality across all areas of our product, across our web application and our API, to build your product expertise and benefit our customers as well as internal teams
- Develop and refine implementation best practices based on your product expertise
- Improve internal efficiencies and overall customer experience during implementation
- Work together cross-functionally with Sales and Customer Success to get customers live
- Drive the product roadmap by acting as a liaison between our customers and the product org
- Set the tone for how we better engage our customers and ultimately help our customers see more value
Salary benchmarks
Our take
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Employee endorsements
Career progression
"At Assembled, because of the companies rapid growth, I constantly feel like I'm working on big, impactful projects that push me way outside of my..."
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Equity package
- Insurance coverage
- 401k
- CSA Credit
- Stipend for use at any Assembled customer
- Professional development stipend
- Wellness stipend
Company values
- Act like a support agent - It's a mentality and an operating principle. It means meeting every challenge with rigor, empathy, and efficiency. Doing it because you care. Listening first, solutioning next.
- Get on the plane - We are biased towards action, and don’t wait to pitch in, help out, or to go the extra mile, every time. Sometimes, you just need to get on the plane — literally and figuratively.
- Make feedback a gift - The beauty of Assembled is rooted in the interplay of two traits — our diversity of perspectives and backgrounds and our willingness to give and receive feedback.
Company HQ
Mission District, San Francisco, CA
Articles
Leadership
Ryan Wang
(CEO & Co-Founder)Studied at the University of Chicago and worked as a Senior Consultant at The Greatest Good. Previously a Software Engineer at Stripe.
John Wang
(CTO & Co-Founder)Studied Computer Science at MIT and worked as a Freelance Software Developer before joining Stripe.
Brian Sze
(Co-Founder)A Stanford graduate who worked in Investment Banking at RBC Capital Markets. Previously Head of Business Operations at Stripe.
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