Implementation Lead

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

📋 Description

• Take ownership of each new brand from the moment the contract is signed until it goes live, beginning with the sales handoff.

• Manage onboarding escalations and collaborate with Sales and Engineering as necessary.

• Interact with founders, retention teams, or agencies on the brand side throughout the go-live process.

• Conduct technical setups utilizing Shopify, Klaviyo, and other relevant tools.

• Verify the accuracy of customer data prior to the customer review.

• Develop use cases that align with the objectives of each customer.

• Transition accounts to Customer Success Managers (CSMs) with a well-defined handoff.

• Create standardized onboarding playbooks for mid-market and enterprise clients.

• Disseminate onboarding insights across the team.

• Provide training to new team members on onboarding playbooks as the team expands.

• Design systems and tools to facilitate the company’s growth.

• Become proficient in the product and stay updated on industry trends.

• Report directly to the Head of Customer Experience.

⛳️ Requirements

• Minimum of 3 years in a customer-facing position with hands-on experience in onboarding clients.

• A genuine enthusiasm for AI and a desire to work in an AI-native organization.

• Experience in onboarding clients with multiple stakeholders involved.

• Proven experience managing a substantial portfolio of mid-market accounts.

• Familiarity with building Klaviyo flows and segments for brands.

• Capability to articulate the reasons behind the growth or decline of a segment.

• Regular use of Claude or ChatGPT and hands-on experience in developing projects with it.

• Background in crafting onboarding documentation utilized by a team.

• Experience in a rapidly expanding, early-stage setting is preferred.

• Possess a consultative mindset, strong communication skills, and a curiosity for data.

🏝️ Benefits

• Equity.

• A remote-first culture that grants autonomy over your work.

• Rapid company growth offering learning and advancement opportunities.

• Collaborate closely with the founding team.

• An inclusive environment.

• Commitment to equal opportunity employment.