Implementation Consultant - Customer Success

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Customer Success Manager

About Productiv

Founded in 2018, by leaders from Google, Amazon, and LinkedIn - Productiv is a rapidly growing Series C start-up that enables enterprises’ IT teams to take a data- and analytics-centric approach to understanding and driving adoption of SaaS applications at scale. CIOs at innovative companies like Square, Okta, Equinix, Zoom, Dropbox, Equifax, and Uber trust Productiv for delivering better employee experience, increasing business agility, and driving RoI from their entire portfolio of SaaS applications. 

Backed by Tier 1 investors including Accel, Norwest, IVP, Okta and Atlassian, Productiv is a team like no other. We’re a fast-moving, results-oriented team with a strong culture that values family, fun, diversity, and mutual respect as much as earning customer love. We tackle hard problems and huge opportunities together, working as a tight-knit, highly-collaborative team.

About the Job

We’re seeking a results-driven Implementation Consultant to join our Customer Success Organization.  You must have start-up energy, impeccable organizational skills, and a strong work ethic.  You will partner closely with your Sales and Customer Success Managers to ensure we are delivering a top-notch customer onboarding experience to our B2B customers.  As one of the first people the customers interact with post-sales, you are able to build rapport and trust with customers quickly.  You are collaborative and will act as a voice of the customer to our internal teams to ensure customer ideas and feedback are part of our ongoing product and customer success strategy. 

 Responsibilities: 

  • Short-term customer-facing project manager, executing against project plans for all new customers, to efficiently and timely onboard them to be fully operational in under 60 days
  • Hold internal and external stakeholders accountable to timelines and keeping stakeholders informed on progress
  • Partner with our customer education trainer to ensure customers are trained on the product and how best to use the product to derive insights aligned to their business objectives and ultimately helping our clients to be successful 
  • Assist customers with connecting all of their SaaS applications into the Productiv platform via our self-serve API tools 
  • In partnership with our engineering organization, address any outstanding data security questions customers may have 
  • Work with support to resolve any technical issues should they arise
  • Maintain and articulate a deep understanding of our solutions and program

Basic Qualifications:  

  • 5+ years experience in project management, implementation, customer success, account management, change management, and consultancy 
  • Experience managing multiple customer stakeholders in large enterprise customers
  • Familiarity with SaaS platforms (such as Microsoft 365, ServiceNow) Okta, and APIs 

 Preferred Qualifications:

  • Project management experience in implementing SaaS solutions
  • Extremely organized with strong project management and cross-functional collaboration skills
  • Ability to build trust quickly and develop strong relationships  
  • Consultative approach to training and leading through change  
  • Ability to operate autonomously in a fast-paced environment

Benefits

  • Impact-first work environment (no politics, no pandering)
  • Great people at work, with an extremely high bar for hiring
  • Competitive salary and generous stock option plan
  • Medical, dental and vision insurance, 100% paid for you and your family
  • 401K plan
  • Generous vacation time and sick time
  • Free lunches, snacks, and beverages
  • Game-changing company vision
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Location

325 Forest Ave, Palo Alto, CA

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