Flowcode
Implementation Manager
Flowcode, Boston, New York, United States, 14025
Flowcode is the offline to online company, building direct connections for brands and consumers. By unifying data-driven design with the latest in QR technology, Flowcode enables contactless connection with speed, security and ease. Privacy compliant, ultra-fast scanning, and designed with intention, Flowcode is the number one trusted QR provider. Our companion product, Flowpage, organizes your digital footprint in one mobile-first landing page, creating a seamless experience to more deeply connect with audiences while tracking real-time analytics. Paired together, our tech allows consumers and creators to connect the real world to the digital world instantly and magically. Flowcode is currently used by more than 60% of the Fortune 500.
As the Implementation Manager, you will be responsible for developing scalable processes and ensuring the successful onboarding of new clients onto our platform. This role requires a strategic thinker who can design and manage processes while also acting as a hands-on leader who drives successful customer outcomes.
Your responsibilities:
Implementation Strategy and Process Development:
Collaborate with GTM teams to develop service offerings and implementation packages tailored to specific use cases, ensuring alignment with customer needs and business goals.Design and implement scalable onboarding and implementation processes tailored to different customer segments (Enterprise, Mid-Market, SMB).Collaborate with Customer Success, Sales, and Product teams to streamline the handoff from sales to implementation.Develop project management frameworks that ensure timely delivery and exceed customer expectations.Customer Onboarding and Success:
Ensure the successful onboarding of new customers by overseeing the configuration, training, and deployment of our software.Act as a trusted advisor to customers, helping them maximize the value of our platform from day one.Manage client escalations and troubleshoot complex implementation issues.Cross-Functional Collaboration:
Partner with the Product team to communicate customer feedback and contribute to the development of new features and improvements.Work closely with Sales to ensure proper alignment and smooth transitions for new customers.Collaborate with the Customer Success team to establish clear goals and milestones for post-implementation success.Data Manipulation, Analytics, and Reporting:
Ensure accurate data configuration and reporting for clients during the implementation phase, including manipulation of customer data to align with platform requirements.Define key performance metrics to measure the success of the implementation team (e.g., time-to-value, customer satisfaction, implementation completion rates).Provide regular updates and reporting to senior leadership on team performance and customer implementation health.Maintaining robust records and updates in our CRMContinuous Improvement:
Identify and implement process improvements to increase efficiency and reduce time-to-value for new customers.Stay current with industry best practices and tools for implementation and onboarding.Your skills and experience:
A strong educational background and track record of relationship management3-5 years in implementation, customer success, or related roles within a B2B SaaS environment.Strong technical skills with hands-on experience in data manipulation, including Excel, and API integrations.Proven experience building and scaling implementation teams from the ground up.Excellent leadership, coaching, and people management skills.Strong communication and stakeholder management skills, with the ability to influence across departments.Ability to thrive in a fast-paced, evolving environment and manage multiple priorities.Unmatched organizational and prioritization skills across multiple projectsExperience seeking out and leveraging feedback to improve processes on a regular, recurring basisAn interest in the Flowcode product and suite of offeringsExposure to and familiarity with CRM tools (HubSpot preferred)
Founded by the former CEO of AOL and President of Google Americas, we are a team of large company executives, startup founders, engineers, scientists, artists, and designers - who are all data obsessed. Flowcode is always looking to increase our potential as a company. We are focused on building a powerfully diverse workforce, not just because it is the right thing to do but because it expands the potential of our team exponentially.
Flowcode has been committed to growing a team with diverse backgrounds, capabilities, and perspectives since Day 1. We will always celebrate that which makes us each unique and therefore take equal opportunity seriously.We have a hybrid work culture with our headquarters located in Soho, NYC.
As the Implementation Manager, you will be responsible for developing scalable processes and ensuring the successful onboarding of new clients onto our platform. This role requires a strategic thinker who can design and manage processes while also acting as a hands-on leader who drives successful customer outcomes.
Your responsibilities:
Implementation Strategy and Process Development:
Collaborate with GTM teams to develop service offerings and implementation packages tailored to specific use cases, ensuring alignment with customer needs and business goals.Design and implement scalable onboarding and implementation processes tailored to different customer segments (Enterprise, Mid-Market, SMB).Collaborate with Customer Success, Sales, and Product teams to streamline the handoff from sales to implementation.Develop project management frameworks that ensure timely delivery and exceed customer expectations.Customer Onboarding and Success:
Ensure the successful onboarding of new customers by overseeing the configuration, training, and deployment of our software.Act as a trusted advisor to customers, helping them maximize the value of our platform from day one.Manage client escalations and troubleshoot complex implementation issues.Cross-Functional Collaboration:
Partner with the Product team to communicate customer feedback and contribute to the development of new features and improvements.Work closely with Sales to ensure proper alignment and smooth transitions for new customers.Collaborate with the Customer Success team to establish clear goals and milestones for post-implementation success.Data Manipulation, Analytics, and Reporting:
Ensure accurate data configuration and reporting for clients during the implementation phase, including manipulation of customer data to align with platform requirements.Define key performance metrics to measure the success of the implementation team (e.g., time-to-value, customer satisfaction, implementation completion rates).Provide regular updates and reporting to senior leadership on team performance and customer implementation health.Maintaining robust records and updates in our CRMContinuous Improvement:
Identify and implement process improvements to increase efficiency and reduce time-to-value for new customers.Stay current with industry best practices and tools for implementation and onboarding.Your skills and experience:
A strong educational background and track record of relationship management3-5 years in implementation, customer success, or related roles within a B2B SaaS environment.Strong technical skills with hands-on experience in data manipulation, including Excel, and API integrations.Proven experience building and scaling implementation teams from the ground up.Excellent leadership, coaching, and people management skills.Strong communication and stakeholder management skills, with the ability to influence across departments.Ability to thrive in a fast-paced, evolving environment and manage multiple priorities.Unmatched organizational and prioritization skills across multiple projectsExperience seeking out and leveraging feedback to improve processes on a regular, recurring basisAn interest in the Flowcode product and suite of offeringsExposure to and familiarity with CRM tools (HubSpot preferred)
Founded by the former CEO of AOL and President of Google Americas, we are a team of large company executives, startup founders, engineers, scientists, artists, and designers - who are all data obsessed. Flowcode is always looking to increase our potential as a company. We are focused on building a powerfully diverse workforce, not just because it is the right thing to do but because it expands the potential of our team exponentially.
Flowcode has been committed to growing a team with diverse backgrounds, capabilities, and perspectives since Day 1. We will always celebrate that which makes us each unique and therefore take equal opportunity seriously.We have a hybrid work culture with our headquarters located in Soho, NYC.