Implementation Manager (Mexico City, Mexico)

3-5 years experience leading enterprise implementations in a SaaS company. Experience with projects involving 5+ key customer stakeholders and spanning 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 firmly yet empathetically. Diplomacy and effective communication of priorities and trade-offs. Knowledge of APIs, data models, cloud service architecture, and Web technology (HTML, CSS, JavaScript). 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 and implementation partners. Lead change management for customers, including workflow design and best practices. Incorporate AI into customer service to preserve/increase CSAT and enhance CX. Collaborate with Sales and Customer Success for smooth customer onboarding. 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, and leadership on major issues. Develop deep understanding of Gladly's products, best practices, and industry standards.