Implementations Manager

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

📋 Description

• Serve as the primary point of contact for new customers, guiding them through the onboarding process from kickoff to go-live, and facilitating adoption and time-to-value.

• Offer expert advice, thought leadership, and best practice guidance to clients, ensuring they are positioned for success.

• Acquire in-depth knowledge of Knak and our integration partners to effectively address technical and strategic inquiries regarding our product and industry.

• Collaborate closely with other Knak team members, including CSMs, AEs, Support, Product, and Leadership, to guarantee successful implementations and promote effective communication within the organization.

• Ensure that all projects are completed on schedule and meet high-quality standards.

• Take ownership of and report on implementation KPIs, such as time-to-value, CSAT post-onboarding, and feature adoption during the handoff process.

• Utilize AI tools such as Claude, ChatGPT, and MCP connectors to enhance efficiency across a larger portfolio and improve customer outcomes.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Implementations, or a similar role.

• Proven project management experience overseeing multiple concurrent customer-facing projects with defined budgets and milestones. A PMP or similar certification is preferred.

• Outstanding communication skills, both written and verbal.

• Experience in conducting group training sessions or adult learning initiatives.

• Ability to build meaningful relationships with clients and accurately assess their needs.

• Strong problem-solving skills and the capacity to think creatively.

• Excellent multitasking abilities and the capability to manage multiple projects simultaneously.

• Familiarity with SaaS products, including Emails, Landing Pages, Marketing Operations, and CRM is an advantage.

• Knowledge of marketing automation tools such as Marketo, Salesforce Pardot, Salesforce Marketing Cloud, Eloqua, or others is a plus.

• Proven track record of successfully managing a client portfolio and delivering exceptional results.

• Experience with AI tools, including Claude, ChatGPT, and MCP connectors.

🏝️ Benefits

• Competitive salaries

• Equity in the company

• Great benefits

• Paid vacation

• Life leave days (because life happens)

• Team lunches and off-sites

• Commitment to YOUR career growth