Implementation Manager (LATAM - Colombia)

3-5 years experience leading multiple enterprise implementations in a SaaS company. Excellent English speaking and reading skills. Strong knowledge of the contact center and customer service industry. Ability to deliver projects on-time and on-budget. Diplomacy and the ability to effectively communicate priorities and trade-offs. Knowledge of APIs, data models, cloud service architecture and Web technology (e.g.: HTML, CSS, JavaScript). Ability to evaluate and troubleshoot basic product issues with customers. Strong project management skills. Quick and creative problem-solving skills.

Implement and onboard new Gladly customers on-time, on-budget and in accordance with the Statement of Work. Lead change management for customers throughout the implementation process. Work with customers to incorporate AI into their customer service experience. Own default templates for enterprise projects (kickoff decks, project checklists, talk tracks). Lead and own implementation retrospectives and action items. Document, pilot and train other Gladly team members on best practices. Develop a deep understanding of Gladly's suite of products, best practices and industry standards.