Technical Implementation Manager

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience.  Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.  In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew  gets together for both KKO and Kamp Kustomer  each year.

About the Role

As Kustomer’s Technical Implementation Manager, you will work hand-in-hand with our Customer Experience, Product, Engineering, and Sales teams, strategizing and architecting successful onboarding experiences for our newest clients. You will bring excitement to customers, delivering projects successfully against predetermined metrics and SOWs (Scope of Work). Connecting with key stakeholders, you will manage the process as prospects transition into clients, all the while seeking to understand and meet the customer’s needs.

You’ll be responsible for:  

• Managing multiple implementations for our most strategic clients, acting as a hybrid of project manager and technical/business consultant

• Leading project design sessions and providing guidance and best practices on configuration options to meet client needs

• Understanding the Kustomer platform end-to-end and collaborating with Sales, Customer Success, and Product to identify and communicate technical services and solutions

• Participating in late stage meetings with prospects to consult on product capability and educate on technical implementation (including configuration, integrations, and customizations)

• Obtaining client feedback and distilling into action items for our product and development teams

• Ensuring all configurations, integrations, and customizations are fully tested and ready for deployment

• Owning any problems you discover and proactively drive forward solutions

• Being the source of truth for questions about the product and processes from other internal teams

• May involve handling sensitive personal data

Your qualifications:

• Bachelor’s degree in Information Technology, Engineering, Computer Science or related field, or equivalent professional experience

• 5+ years experience implementing B2B SaaS software for enterprise clients as the project lead with full responsibility for onboarding

• Innovative technologies fascinate you; you don’t need to code but are familiar with system integrations and web technologies such as HTML, CSS, JSON.

• You are a strong relationship builder and trusted advisor who consults with clients on best practices and platform optimization

• You excel at scoping and designing solutions that meet client objectives within budget and resource requirements

• You demonstrate a drive and ability to achieve stretch goals in a fast-paced environment

• You are an ace project manager - skilled at keeping tasks on track while managing risk and ensuring effective cross-team communication

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.

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