Implementation Manager

As an Implementation Manager at Assembled, your main responsibilities will include managing technical implementation projects, building strong customer relationships, and collaborating with teams across the company to ensure a smooth onboarding process for mid-market and enterprise clients. You'll also document product functionality, develop implementation best practices, and help drive our product roadmap by liaising between customers and our product organization.

To be considered for the Implementation Manager role at Assembled, candidates should have at least four years of experience in a customer-facing role that supports a technical product or service. It's advantageous to have implementation management and SaaS experience, along with a strong grasp of SQL and APIs. The ability to empathize with customer needs and collaborate effectively with different stakeholders is crucial for success in this position.

An Implementation Manager at Assembled should possess a foundational understanding of SQL, APIs, and how integrations work. While coding skills aren't a necessity, a curiosity to dig into data and learn new technical concepts will enhance your efficiency in identifying solutions for customers. This role also requires working closely with engineers to collaboratively develop features and functionalities, so communication skills are essential.

In the role of Implementation Manager at Assembled, you'll actively contribute to product development by gathering insights from customer implementations and identifying trending issues or requests. Your feedback will help shape the product roadmap, enabling the alignment of customer needs with the development team's goals. This direct input will ensure that our offerings consistently evolve to meet market demands and enhance the overall user experience.

As an Implementation Manager at Assembled, you'll enjoy a competitive base salary between $140,000 and $180,000, complemented by equity options. Our comprehensive benefits package includes generous medical, dental, and vision coverage, unlimited PTO, paid parental leave, wellness credits, and a hybrid work model featuring catered lunches at our offices. We prioritize professional development and create a supportive atmosphere for team collaboration and growth.

When answering this question, provide specific examples of previous roles where you successfully managed customer implementation projects. Discuss your approach to building relationships, handling challenges, and the outcome of your efforts. Highlight any metrics or feedback that demonstrate your effectiveness in these situations.

Share your methods for organizing and prioritizing tasks, especially when managing several implementation projects simultaneously. You might reference tools you use, like project management software or frameworks such as Agile or Kanban, and stress the importance of communication and updates with all stakeholders involved.

Be prepared to discuss your familiarity with SQL, APIs, and how you’ve utilized these skills in past roles. Provide examples of how you’ve collaborated with engineers to overcome obstacles or implement new features based on customer feedback.

Offer a specific example of a challenging situation, detailing the context, actions you took to address the challenge, and the results. Showcase your problem-solving skills and resilience, demonstrating how you proactively sought solutions while maintaining a focus on customer satisfaction.

Discuss your strategies for keeping customers informed and involved throughout the implementation process. Share how you build rapport with clients, understand their needs, and tailor your approach to enhance their experience. Highlight the importance of feedback mechanisms and how you incorporate them to improve future implementations.

Research Assembled's product offering and articulate your understanding of how it supports customer needs. Discuss specific features or capabilities and their potential impact on improving customer support functions. This shows your proactive approach and genuine interest in the company.

Outline your methods for staying informed about industry trends and technological advancements, whether it’s through attending webinars, reading industry publications, or networking. Emphasize your commitment to continuous learning and adapting to change, which is essential for the role of Implementation Manager.

Explain your approach to stakeholder communication, including regular updates, feedback sessions, and progress reports. Stress the importance of transparency and aligning expectations to ensure all parties are informed and engaged.

Share an instance where you gathered customer feedback during the implementation process and how you relayed that information to product teams. Highlight any changes or improvements that resulted from your influence, illustrating your ability to bridge the gap between customers and product development.

Discuss your passion for customer success and how it drives your performance. Share personal motivations like building relationships, solving problems, and seeing clients succeed, which makes you a loyal supporter of the implementation process and ultimately a key asset to the team.