Implementations Manager

About the Role

As an Implementations Manager at BrightHire, you will deliver a customer’s first experience after the sale, ensuring seamless launches for new customers across all segments. You will be a subject matter expert for how to launch our product, especially in regards to how it integrates with other tools in our customer’s ecosystem. You will be a product and technical expert, acting as the front-line for customer support during onboarding, as well as a critical bridge to our Product team. You will innovate to define scaled processes, systems, and experiences for different customer segments. We are looking for a builder-mindset that can both develop and deliver.

Responsibilities

• Guide clients through the onboarding process, integrating BrightHire into their recruitment tech-stack.
• Develop and manage comprehensive project plans in collaboration with customers. Coordinate with cross-functional teams to maintain project alignment and mitigate any risks or issues that arise. Facilitate regular meetings during the onboarding period and provide stakeholders with timely project updates.
• Configure and tailor BrightHire solutions to align with client needs, collaborating with several internal teams to solve tricky problems. Support pre-sales solution scoping as appropriate.
• Serve as the primary point of contact for customer integration projects with both customers and external partners.
• Provide technical support to issues related to the Onboarding process.
• Partner with customers to drive early adoption of BrightHire. Consult on change management best practices to overcome obstacles.
• Conduct client process discovery and enablement sessions, and advise them on the successful use of BrightHire products and develop tailored materials as needed.
• Ensure proactive and transparent communication with clients and internal teams about project progress and challenges.
• Design and document onboarding procedures for each segment, creating reusable resources, such as videos, decks, guides, and FAQs, for future implementations and ensuring best practices are woven throughout the experience.
• Administer our use of tools to support the onboarding process, such as Dock or other automation tools, promoting a standardized approach across segments.

Requirements and skills

• 3+ years in project management with a proven track record of customer onboarding delivery for enterprise customers in the HR Technology space.
• Expertise with recruiting systems and processes.
• Expertise with recruiting system integration processes and troubleshooting.
• Expertise in customer onboarding, driving adoption for customer end-users.
• Experience troubleshooting integrated systems.
• Great systems thinking to consider the ecosystem when facing problems.
• Ability to create and maintain detailed project documentation.
• Skill in developing and delivering training materials and resources (explainer videos, decks, etc).
• Capability to design, implement, and optimize onboarding processes, and create highly scalable versions for low-touch customer segments.
• History of successfully coordinating cross-functional teams to implement .
• Experience in conducting client training and developing educational material