Implementation Manager
Hybrid / Remote in Atlanta
Customer Experience /
Remote
About Grayscale:
At Grayscale, we believe the best frontline experience is powered by conversation—not forms or clunky software, but a simple text or WhatsApp message from your phone. Our conversational software automates critical hiring tasks like screening, interview scheduling, and onboarding, delivering a seamless frontline experience throughout the employee lifecycle. Trusted by leading brands like Hershey's, DICK'S Sporting Goods, and Walgreens, Grayscale is revolutionizing the way companies engage with their frontline teams.
About the Role:
Grayscale is looking for an Implementation Manager to join our Customer Experience team. You’ll be directly supporting the growth of the business as we scale, ensuring our customers get the best onboarding and implementation experience, and reporting to the VP of Customer Success & Operations. Onboarding is an essential part of the customer journey and helps drive the customer’s future success. In this role, you’ll be required to wear many hats, think like an entrepreneur, work independently, contribute to our culture, bring ideas to the table, and help us improve our process. Our ideal candidate is someone who is a high-energy implementation guru, works with empathy, loves being a part of the customer journey, is hungry to learn, and wants to roll up their sleeves to make it happen. 🙌
What You'll Be Responsible For:
- Partner with Customer Success and act as the Project Manager for customer onboarding and implementation projects from Kick-Off to Go Live.
- Work directly with customers to integrate Grayscale’s texting and automation platform for high-volume hiring into their Applicant Tracking System.
- Create and execute implementation plans based on customer needs, processes, configuration requirements, and support user testing when necessary.
- Present and drive a consultative approach to onboarding that is empathetic to customers’ pain points and objectives, and educates on best practices.
- Partner closely with CSMs to ensure customers are properly trained; educate customers’ admin teams on configuration and assist in user training and roll-out planning.
- Provide workarounds and knowledge share ATS functionality to ensure customers take advantage of the available texting and automation features of our product in efforts to drive towards adoption goals in the first 30-60-90 days of the customer lifecycle.
- Provide technical guidance and support during the customer onboarding process and throughout their contract.
- Share customer feedback and identify potential issues throughout the process and work with Sales, Product, Engineering, and Customer Success to take timely and effective action to resolve them.
- Be accountable for project timelines and deliverables, as well as reporting on project status for all levels of stakeholders (internal and external), ensuring on-time delivery and a top-notch customer experience.
- Work as the implementation subject matter expert (SME) and liaison to the client to oversee the entire onboarding project from point of sale through account creation, integration, optimization, and all end-to-end deliverables.
- Assist the sales team with technical discussions surrounding Single Sign-on implementation, number provisioning, and ATS Integrations.
- Manage multiple projects and daily tasks in an organized manner and with on-time delivery for multi-tiered clients with varying projects.
What We're Looking For:
- In-depth knowledge of onboarding practices demonstrated by helping with new customer account set up, use of SaaS product(s) and its benefits
- Expertise in implementation and the ability to minimize friction throughout the processKnowledge and experience driving product adoption and value with customers
- Ability to keep onboarding as simple as possible for the customer
- Strong written and verbal communication skills; ability to foster open communication lines both internally (cross-functionally) and externally with customers
- Experience building personalized onboarding / implementation flows
- Familiarity with Customer Success best practices and methodology
- Experience in working with upper Mid-Market or Enterprise clients
- Familiarity with multiple different Applicant Tracking Systems and the recruiting workflow is a major plus
- 3+ years of relevant experience in customer success, professional services, implementation, and/or project/program management
Why Grayscale?
- Capital-Efficient Growth: Grayscale is a capital-efficient business with a clear line of sight to becoming cash flow positive. We’re growing in a fast-paced, healthy, and sustainable manner, supported by a board and investors who believe in our vision and approach. Our lean and agile structure allows us to make impactful decisions quickly, driving the business forward without unnecessary bureaucracy.
- Balanced and Supportive Environment: We value family, balance, and personal growth. At Grayscale, you’ll find a culture that supports your professional development while also respecting your time and commitments outside of work. We believe that when our team members thrive personally, they bring their best selves to work.
- Impactful Work with Leading Brands: Join a team that is revolutionizing the frontline experience for some of the world’s most recognized brands like Chobani, QuikTrip, Northrop Grumman, and Chewy. Your work will directly impact how these companies engage with their frontline teams, creating more meaningful and effective interactions.
Still interested? Drop us a line and say hello. 👋
Every voice, every perspective matters. That’s why Grayscale is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ethnicity, religion, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, or veteran status.
