Implementation Manager (LATAM - Colombia)

3-5 years experience leading multiple enterprise implementations in a SaaS company. Projects typically contain 5+ key customer stakeholders and span multiple months. 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. Ability to manage scope creep and expectations. Diplomacy and effective communication skills. Knowledge of APIs, data models, cloud service architecture and Web technology. Ability to evaluate and troubleshoot basic product issues. Strong project management skills. Quick and creative problem-solving skills. Willingness to learn, maneuver through ambiguity, and collaborate. Strong written, verbal, organizational, and time management skills.

Implement and onboard new Gladly customers on-time and on-budget. Manage Professional Services Engineering team and implementation partners. Lead change management for customers throughout the implementation process. Consult customers on best practices for customer experience workflows. Work with customers to incorporate AI into their customer service experience. Explain the implementation process and details to late-stage prospects. Own default templates for enterprise projects. Lead implementation retrospectives and action items. Document, pilot, and train team members on best practices. Lead discussions with Product, Engineering, or leadership on major issues. Develop a deep understanding of Gladly's products, best practices, and industry standards.