The Senior Implementation Manager is a pivotal new role on our Customer Success team. You will be instrumental in improving time to value and enabling customers to quickly realize the benefits of Decision Lens. You will own the onboarding process while working collaboratively with Account Managers and Customer Success Managers to ensure product adoption and customer retention. Duties and Responsibilities Own the critical early phase of the customer lifecycle, serving as the project management lead throughout onboarding. Work with the assigned Account Manager and Customer Success Manager to develop and execute the Onboarding Implementation Plan in partnership with the customer. Improve the customer onboarding process with a focus on achieving value, ensuring client confidence, and driving product adoption. Develop and execute change management/adoption strategies to ensure continuous communication with the customer, identify and mitigate risks to implementation success. Implement strategies that enhance 'Time to Value', ensuring immediate benefits from our product and creating a foundation for our customers to challenge the status quo and advocate for Decision Lens adoption. Partner with the team to create a process to identify and eliminate roadblocks in the way of customers' goals. Collaborate cross-functionally with Sales, Account Management and Customer Success to ensure a seamless transition, creating a cohesive customer experience. Challenge internal processes and quickly iterate to elevate the Decision Lens customer onboarding experience. Utilize customer success technology to track client interactions and progress. Report on progress and success of Onboarding customers internally, including to Executive team, and offer suggestions for process improvement. Mitigate churn risk by identifying at-risk customers and developing retention plans with Account Managers and Customer Success Managers. Develop a transition strategy/playbook to hand off accounts to Customer Success lead at conclusion of Onboarding phase. Develop playbooks to promote product adoption and risk awareness. Build and share best practices and resources to help customers successfully adopt the Decision Lens software.
Job Qualifications Bachelor's degree in a business related field Minimum 10 years of experience in customer onboarding or customer success with proven successful record in onboarding complex customer software engagements Minimum 7 years working in onboarding and implementation at a SaaS organization Experience managing multiple ongoing projects and know how to drive varied stakeholders to achieve a common goal Strong project management skills. Strong communication skills and the ability to follow customer narratives to understand their goals Strong analytical and goal-oriented mindset Desired: experience in implementing software in government organizations
Location: This position is based in the Arlington, VA area, however, this is a remote position. Travel and onsite customer meetings are required.
Company Overview
Decision Lens develops integrated planning software which modernizes how government prioritizes, plans, and funds. We have been transforming public sector planning since 2005, delivering the people, process and technology which empower agencies to effectively meet the needs of today while delivering the cutting-edge capabilities of tomorrow. Decision Lens is an innovative, tech-driven high growth company, ranked number one Best SaaS for Business Intelligence or Analytics by SaaS Awards and a certified “Great Place to Work” by the Great Place to Work Institute. Our client list includes the US Department of Defense including Navy, Army, Air Force and numerous other agencies: USDA, GSA, FAA, and USDOT.
Apply: Send your resume to careers@decisionlens.com
Decision Lens Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.