Customer Success Manager, Implementations

As a Customer Success Manager, Implementations at CorePlan, you will be responsible for leading end-to-end implementation projects, developing tailored plans for each client, configuring the CorePlan platform, managing data migration processes, and conducting user training. Your job will also involve regular health checks with clients to ensure smooth adoption of our software.

To excel in the Customer Success Manager, Implementations role at CorePlan, candidates should have a Bachelor's degree in a relevant field and 3-5 years of experience in customer success or project management, ideally in a SaaS environment. Strong project management skills, technical aptitude, and excellent communication abilities are essential for this position.

CorePlan's implementation process starts with a kick-off meeting, where objectives are set, followed by the development of a comprehensive implementation plan. The Customer Success Manager, Implementations will configure the platform, facilitate data migration, and conduct training sessions to ensure all users are up-to-speed before going live.

As part of the CorePlan team in Perth, you'll be working in a vibrant, tech-forward environment that encourages collaboration across global teams. We value autonomy, creativity in problem-solving, and strong communication to meet the unique needs of our customers in the mining industry.

CorePlan stands out in the mining industry as an innovative tech startup. By joining our Customer Success team, you will not only be part of a company that is redefining the way mining operations are managed, but also have the chance to make significant contributions to our customer success and satisfaction.

When answering this question, highlight specific implementation projects you've managed, emphasizing your role, the challenges faced, and how you overcame them. This demonstrates your ability to lead and adapt during complex implementations.

Discuss your approach to customer training and support. Mention how you tailor training to different user roles and the importance of ongoing communication and check-ins post-implementation.

Be sure to mention tools you're familiar with, such as Asana, Trello, or Jira. Explain how these tools help in managing projects and resources effectively, ensuring on-time delivery for implementation projects.

Share your strategies for communication and empathy. Explain how you actively listen to the customer’s concerns and provide solutions that address their needs, fostering a positive relationship despite challenges.

Illustrate your process, including the initial consultation with the client, gathering of requirements, and how you collaborate with technical teams to implement custom configurations effectively.

Provide a concise yet detailed overview of a particular project, discussing its objectives, your strategies, and the positive outcomes. Highlight any quantifiable results to showcase your effectiveness.

Explain your prioritization strategies, such as grouping similar tasks, using project management software to track progress, and being proactive in communicating with clients to set expectations.

Discuss your approach to communication and collaboration, such as regular check-ins, team-building activities, and recognizing individual contributions, which help maintain a positive and engaged team culture.

Talk about the key performance indicators (KPIs) you monitor, such as user adoption rates, customer feedback, and project timelines. Mention the importance of regular follow-ups to ensure client satisfaction.

Discuss your experience with flexible communication methods, scheduling meetings at convenient times for all parties, and leveraging collaborative tools to maintain a steady workflow across time zones.