Customer Operations – Implementation Manager

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Oversee the implementation process from the moment the contract is signed until the successful launch for the customer.

• Organize and facilitate kickoff meetings, onboarding sessions, and implementation calls.

• Gather, verify, and systematize onboarding documentation and customer information.

• Arrange customer training sessions and track implementation milestones.

• Ensure customers achieve successful launches within the predetermined timelines.

• Act as the main operational point of contact during the onboarding and implementation phases.

• Manage all customer communications regarding onboarding, implementation, training, and follow-up activities.

• Keep implementation documentation, standard operating procedures (SOPs), and operational workflows up to date.

• Monitor customer progress and proactively recognize operational deficiencies.

• Receive, prioritize, and manage technical support requests.

• Collaborate with Product and Engineering teams to address customer issues effectively.

• Track support tickets until resolution and confirm successful issue resolution with customers.

• Ensure proactive communication throughout the entire support lifecycle.

• Manage customer workflows and records using HubSpot or similar CRM systems.

• Develop, maintain, and enhance operational automations.

• Keep accurate implementation dashboards and customer records.

• Document internal processes and strive for continuous improvement in operational efficiency.

• Conduct customer check-ins at the 30-, 60-, and 90-day marks.

• Monitor customer health, adoption, and engagement metrics.

• Identify customers at risk and coordinate proactive engagement strategies.

• Assist in customer renewals by planning operations and fostering cross-functional collaboration.

⛳️ Requirements

• Minimum of 3 years of experience in customer operations, implementation management, or a similar operational role.

• Proven experience in coordinating cross-functional teams, including Sales, Product, Engineering, and Customer Success.

• Demonstrated ability to manage customer onboarding and implementation projects effectively.

• Familiarity with CRM platforms, preferably HubSpot.

• Experience in managing multiple projects, priorities, and deadlines concurrently.

🏝️ Benefits

• Health insurance

• Professional development opportunities