Implementation Manager
Description For Implementation Manager
Persona is revolutionizing identity infrastructure, helping businesses protect and manage user identities securely. As an Implementation Manager, you'll be the linchpin between customers and Persona's cutting-edge platform. You'll manage a portfolio of implementation projects, ensuring customers reduce time to value and achieve long-term success.
Your role involves being the primary technical advisor, crafting tailored solutions using Persona's capabilities and industry best practices. You'll work across teams - Sales, Solutions Engineering, Customer Success, Product, and Engineering - to scale implementation support, improve customer education, and create efficient automation for launches.
Key responsibilities include project managing multiple implementations, conducting training workshops, and building deep understanding of customer needs. You'll apply your technical expertise to improve processes, maintain documentation, and drive self-serve customer education. Your insights will be crucial in shaping product roadmaps and internal decision-making.
This role requires 1-3 years of customer-facing experience, strong technical skills (APIs, web development, scripting), and excellent communication abilities. You should be adept at project management, multitasking, and synthesizing customer feedback. A growth mindset and ability to thrive in ambiguous situations are essential.
Persona offers a competitive salary range of $100,000 - $130,000, along with equity and comprehensive benefits. Join us in building the future of identity infrastructure in a diverse, inclusive environment that values your unique contributions.
Responsibilities For Implementation Manager
- Be the customer's technical point of contact through their initial implementation with Persona
- Project manage multiple active implementations from a variety of use-cases and technical scope
- Conduct and lead project kickoffs, discovery sessions, training workshops, escalation calls, and ad hoc meetings
- Build a deep understanding of customers' business problems, technical requirements, and success criteria
- Apply technical and customer knowledge to help iterate on and improve internal and external processes
- Update and maintain technical documentation, change logs, and other scalable resources
- Engage with Product, Engineering, and Growth teams to incorporate and prioritize customer feedback
- Automate processes and take innovative approaches to problem-solving
Requirements For Implementation Manager
- 1-3 years of work experience in a customer-facing role
- Close cross-functional collaboration with engineering and product
- Excellent written and verbal communication skills
- Experience with APIs, web development, and writing scripts
- Project management experience
- Action-oriented and organized self-starter
- Growth mindset and ability to handle ambiguity
- Multitasking and prioritization skills
- Proven track record of synthesizing customer feedback
- Deep interest in understanding customer needs
Benefits For Implementation Manager
- Unlimited PTO
- Quarterly mental health days
- Family planning benefits
- Professional development stipends
- Wellness benefits
