Implementation Manager

The Implementation Manager (IM) will be the initial main point of contact for our Commercial lender and scheduling customers as they begin their journey as a Snapdocs customer. They will also be responsible for implementing additional technology and products (e.g., SSO, API, eNotes) for customers. They will be responsible for running efficient projects and maximizing the value that lenders get out of Snapdocs. 

The IM will be responsible for supporting efficient implementations and maximizing the value that customers get out of Snapdocs. A successful implementation and onboarding will lay the groundwork for the long term relationships that we have with these key customers. This role partners closely with leadership roles at customers and internal teams across Snapdocs to drive outcomes, improve user experience and increase platform adoption. This individual is responsible for internal projects related to the continued improvement of the implementation process and reducing the amount of time it takes customers to get to full adoption while providing an exceptional experience. 

• Lead the implementation of the core Snapdocs product with newly sold lender and scheduling customers.
• Serve as trusted advisor for implementation, partnering and consulting with external and internal teams to lead requirement workshops and resolve process and technical challenges for customers that lead to product adoption.
• Create and execute a project plan that maps to mutually beneficial goals and manage both internal and external resources to plan.  
• Successfully roll Snapdocs out across the entire customer organization with a focus on process and change management. 
• Create strong relationships with leaders across a variety of departments at customer organizations.
• Provide front-line issue escalation and resolution during implementation.
• Provide customer feedback to the product team to ensure that our roadmap is aligned with customer expectations.
• Lead the implementation of new features and products and partner closely with customers to drive strong outcomes.

• Create and improve implementation process and documentation, support the training of internal team members, and partner closely with Implementation Specialists and Product to drive strong customer outcomes.

• Conducting training sessions and webinars for customers.

• Education/Qualifications/Experience 

  • 6+ years in customer-facing roles, with a steady progression toward owning the relationship across a variety of departments within accounts   
  • Prior software implementation and/or service delivery experience in a SAAS environment 
  • Project management - Must excel at managing multiple projects and resources at once, communicating status, and executing deliverables on time. 
  • Experience creating high quality documentation and deliverables
  • Prior experience with digital closings workflow is a plus
  
  
  

  Knowledge/Skills (including technology)

  • Project and change management.  Understanding of implementation project management as a project team member and/or project manager. 
  • Excellent verbal and written communication skills
  • Experience with any project management tools (Jira, Monday, Salesforce, etc.)
  • Strong business acumen: understands how and why people make business decisions
  • Can manage customer expectations/can bring customer groups together to make a decision
  • Ability to use data to make decisions and influence outcomes 
  • Is patient, thorough and thoughtful in issue identification and resolution
  • Can train a wide variety of user personae on technology and process
  • Can make recommendations and guide customers; is influential 
  • Technical aptitude
  
  
  

  Attributes/behaviors 

  • Customer service ethos
  • Stays calm under pressure 
  • Organized and detail oriented - can manage a diverse set of projects to completion with multiple stakeholders.
  • Trustworthy: has gravitas, people respect this person/listen to what he/she has to say
  • Empathetic: can listen to customers, playback what he/she hears, and recommend a course of action
  • Curious: gets behind the surface-level of what customers are asking for to understand the need/learns the industry and our customers quickly 
  • Dependable: Makes commitments and delivers reliably on them