Technical Implementation Manager

Canada, Remote
Customer Success – Solutions Engineering /
Full Time /
Remote
Our Implementation team plays a key role in onboarding seamlessly new customers: they are working across department (Sales, Product and Customer Success) to understand and document client use cases, requirements and then translate them into setup and configuration of the 360Learning platform. 

You will manage all phases of the implementation lifecycle, from sales turnover and kick off to go-live. Up to 25% of your time will be dedicated to RUN (post go-live) clients, working closely with the Solution Engineer. You will define the 360Learning platform architecture for our clients based on learner personas and organizational structure, drive project management, facilitate integrations, API’s, 3rd party apps, and guide our customers through onboarding in order to ensure the successful deployment of their new learning platform. 

Hear from the team: 

“I love my Professional Services team b/c we are a community of equally passionate PS people! We are a FUN group, severely client-focused, technology addicts and solution builders who like building bridges between teams in order to reach our mutual objectives! I’m a firm believer in work-life balance, transparency, an open-door policy, company culture, room to grow and challenging work. Our PS team absolutely rocks!” - Cristina Macias Amador, Head of Professional Services, https://www.linkedin.com/in/cristina-macias-amador-a3a67b3/ 

“We love positive energy and people who don't mind rolling up their sleeves and thrive on solving client problems. Most of all, we always have each other's back!” - Kathy Lam, Solution Architect, https://www.linkedin.com/in/kathy-lam-53aa1910a/ 

Within 1 month, you will:

    • Become a Trello expert through our onboarding process
    • Understand our product offering through training
    • Master our platform and be able to support clients on basic requests

Within 3 months, you will:

    • Be able to pitch the value of the 360Learning platform
    • Own a portfolio of 20 existing clients
    • Start to onboard your own new clients
    • Successfully implement integrations (SSO, third-party tools) & troubleshooting

Within 6-12 months, you will:

    • Develop repeatable and scalable processes to improve project quality and delivery
    • Onboard another Implementation Manager/Solution Architect
    • Contribute to our knowledge base to share best practices and lessons learned
    • Work with our partner ecosystem to strengthen the services proposed to our clients

The Skill Set

    • Minimum 5 years professional consulting experience, preferably in a customer facing role (Technical Account Manager, Implementation Consultant or Pre-sales Consultant)
    • Previous deployment experience of SaaS products, ideally HR related
    • Understanding and experience working with APIs, SSO configuration & troubleshooting 
    • Solution-oriented and client-first mindset in everything you do
    • Ability to adapt to your audience. Flexibility in tackling a conversation with highly technical stakeholders, and the ability to reduce complexity to more common terms for less technical stakeholders
    • Organized, able to manage priorities across multiple customer implementations
    • Bachelor's degree or equivalent
    • Enthusiasm for our culture explained here: http://bit.ly/Convexity_360L

What We Offer

    • Compensation: Pay structure includes base salary, variable incentive pay, and company equity 📈
    • Benefits/Perks: Comprehensive medical, vision, and dental insurance starting your first full month 🏥 401k matching starting from day 1 🏦 Generous parental leave 👶 Professional development opportunities through our own platform 📚
    • Balance: We offer unlimited days of annual PTO 🌴 5 days for sick leave 🤒 10 holidays 🗓 We are a remote-first organization and promote flexible work hours 🏠
    • Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity.Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝
    • Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍
    • Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻‍💻🏆

Interview Process

    • Phone Screen with our Talent Acquisition Manager 
    • Discovery Interview with the Hiring Coach (Director of Professional Services)
    • Team Intro & Case Study with the Hiring Coach and 1 PS Team Member
    • Culture Interview with the Chief Revenue Officer
    • References & Offer!
    • ⇾ Get ready using our Knowledge Base: https://bit.ly/42H1ggC
#LI-MKN

Who We Are
360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.

360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across the US and EMEA.

Learning Includes Everyone.
In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!