Client Implementation Manager
AGERO + SWOOP
San Francisco based Swoop, an Agero company, provides simplicity and peace of mind in the chaotic world of roadside assistance. Agero & Swoop combined provide roadside protection for 100M+ Americans and performs 12M+ roadside services annually. As a connected vehicle service, we are in deep discussions with leading car manufacturers about their connected and autonomous vehicle experiences. We combine the benefits of a stable, profitable parent company, while offering the career opportunities and pace of a Silicon Valley startup.
Agero + Swoop are automating an entire industry that has not changed in decades. We’re taking antiquated manual systems and redefining them into digital platforms, open APIs, and exceptional customer service.
Swoop, a next generation SaaS based platform powers thousands of tow operators and partners with car makers, insurers, and fleet operators to deliver a roadside product that is fast, transparent, and easy.
Our team is passionate about addressing real-world problems with digital solutions. We’re looking for enthusiastic problem solvers who are ready to join a fast paced team and make a big impact.
Learn more at https://joinswoop.com & www.agero.com
POSITION SUMMARY
The Client Implementation Manager is responsible for coordinating client launch activities across a broad set of internal and external stakeholders. In their daily role, this person will serve as the launch quarterback for a handful of clients, overseeing all client launch activities and ensuring that each stakeholder has the information and instruction they require to successfully deliver client launches that are on-time and that meet the client’s requirements.
To be successful in the role, the Client Implementation Manager should be highly organized and possess a strong project management background. It is also critical that the Client Implementation Manager has excellent communication skills, as communicating and coordinating across a diverse set of stakeholders (e.g., sales, finance, engineering, operations) is a core job responsibility.
Given Swoop’s nature as a software startup operating within a mature roadside managed services business, we have the unique opportunity to both leverage best practices from the industry leader, while also re-inventing our own processes that allow us to act nimbly and move quickly. As such, the Client Implementation Manager should possess a continuous improvement mindset and be comfortable operating within a startup environment. If a document or process doesn’t exist today that would help us launch clients more effectively, design it!
KEY OUTCOMES
- Own the full client implementation life cycle from kickoff to launch, serving as the new clients’ primary contact through all onboarding
- Document client launch requirements and communicate to respective internal stakeholders
- Create detailed client launch project plan, including timelines and dependencies, and manage adherence to plan
- Report on project status to internal leadership and external client stakeholders
- Identify project blockers and risks, with corresponding recommendations for each
- Provides support and information to the Legal department in the drafting of SOWs and MSAs based on client needs, solutions and SLAs
- Acts as a liaison between sales, finance, engineering, QA, client services, product, ops, marketing and other internal departments
- Manages needed data and reporting by partnering with other groups to create reports or provide ad hoc analysis and reporting as required
- Develop a transition plan to handle post-implementation processes and ensure a smooth hand-off to the Client Services Manager following completion of implementation
SKILLS, EDUCATION & EXPERIENCE
EDUCATION: Bachelor’s degree preferred
SKILLS & EXPERIENCE:
- 2 to 4 years’ experience with project / program management, preferably related to software development; PMP, CSM or similar certifications preferred
- Experience in client-facing roles preferred
- Experience working with cross-functional, remote teams and ability to influence without formal authority
- Experience documenting business requirements and/or functional specifications and able to provide samples
- Must be self-directed and work with minimal supervision
- Must be able to set and work within deadlines while managing time and task prioritization effectively
- Must have exceptional communication skills (verbal & written) and strong analytical skills
THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.