Enterprise Launch Manager, Customer Success

| San Francisco
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As an Enterprise Launch Manager on the Customer Success team, you will be responsible for the successful implementation of TripActions travel and expense platform with a portfolio of Enterprise customers. You will play an integral part in ensuring our customers have a smooth and seamless onboarding experience by acting as the global project manager and technical point-of-contact through launch. This role will drive cross-functional partnerships with the TripAction's internal team - Sales, Support, Marketing, Product, Engineering, and Finance.

Our Customer Success team has operations throughout the world although this role is located at our HQ in Palo Alto or San Francisco (post COVID). 

ABOUT THE ROLE:

  • Own implementation success from project kickoff to go-live, leveraging strong project management skills and deep product knowledge.
  • Build and execute detailed project plans, own project activities, work with other team members to execute on project deliverables to ensure on time, high quality deployments.
  • Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis, and create and maintain process documentation / work instructions
  • Partner with Customer Success as a customer-facing consultant to drive complex, multi-stakeholder global implementations across industries to understand the customers’ business and technical needs related to the implementation and adoption of the TripActions platform
  • Lead the discovery process for qualifying and creating a solution that solves customers objectives to integrate TripActions’ features into existing workflows 
  • Assist customers in navigating the technical aspects of the onboarding process and identifying when to best utilize the Technical Resource Manager
  • Understand and document customer pain points, advocate for them internally to influence product changes.
  • Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period

RESPONSIBILITIES:

  • Serve as a TripActions and Implementation subject matter expert
  • Act as a trusted advisor for customers, guiding them through the implementation ensuring they leverage and apply TripActions Best Practices.
  • Develop and optimize enterprise training programs including written and video collateral.
  • Identify and work with sales on pre-engagement opportunities and RFP’s
  • Collaborate with Sales, Product, Operations, Travel Experience/Support, Consulting & Supply, and Customer Success in order to meet existing, new, and future customer needs
  • Create, maintain and communicate plans and progress to PM.
  • Develop tailored training programs including hosting remote or on site training, creating training materials and standard operating procedures.
  • Provide an excellent customer experience through high-quality communication and interactions.
  • Act as the key Project Manager ensuring accurate completion of numerous implementation tasks.
  • Identify areas for improvement in the customer experience, both in our product and processes.
  • Advocate for customer needs and issues cross-departmentally.

QUALIFICATIONS

  • 4+ years in project and account management or implementations where you have had to advise clients, build strategic relationships, implement and onboard complex customers, and run multiple efficient projects at once. 
  • You are a hyper-effective person who can dig into the weeds, pull up to connect back to strategy, and generally “gets stuff done.”
  • Understanding the unique business requirements of customers within multiple industries and translating/presenting those needs into a compelling vision and roadmap for our customers.
  • Solid oral, written, presentation and interpersonal communication and relationship skills.
  • Proven time management skills in a dynamic team environment.
  • Ability to work as part of a team to solve problems in dynamic, energizing environments.
  • Inquisitive, practical and passionate about technology and sharing knowledge.
  • Likes to be the first to know something and to understand why and how things happen.
  • Good at explaining ideas and finding ways to keep people’s attention.
  • Willing and able to travel to visit customers and prospects
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Location

Right in the heart of Chinatown, SF - lots of hustle and bustle. We have great restaurants nearby and we're easily accessible by public transportation
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