Implementation Manager (Mexico City, Mexico)

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. 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. A great attitude with willingness to learn and collaborate. Strong written, verbal, organizational, and time management skills.

Implement and onboard new Gladly customers on-time and on-budget. Lead change management for customers throughout the implementation. Incorporate AI into customer service experience to preserve or increase CSAT. Ensure smooth customer onboarding by collaborating with Sales and Customer Success. Own default templates for enterprise projects and lead implementation retrospectives. 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.