Launch Success Manager

| Greater Boston Area | Remote
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Job Description:

Our Launch Success Managers are responsible for ensuring our customers launch the world’s best recognition cultures. Our Launch Success Managers work directly with customers to ensure they are led through the program goals definition, program design, configuration and adoption phases successfully in order to tee the customer up for success.  It is the Launch Success Managers role to ensure the program is effectively communicated and driven within the client company.  In addition, they are responsible for directing the program launch, adoption and ramp goals and delivering the results desired for both the client and Workhuman®.

This is an exciting opportunity for an experienced leader who has broad expertise in customer relationship management, consulting and project management. The ideal candidate will have large account management experience, understand what it takes to deploy enterprise-wide software, be well-versed in cross team coordination, have relationship management expertise, experience building lasting relationships with customers and be a strategic thinker.

The position will report to the Director of Customer Success.

 

This role will own and manage the relationship with our customers across the following key areas:

- Program Goals Definition

- Program Design and Development

- Communication & Training Strategy

- Program Configuration

- Program Adoption & Ramp

 

Main duties and responsibilities:

- Launch the world’s best recognition cultures

- Work with clients to complete a One Page Strategy for Success which defines goals, objectives, ambitions, program design and risks related to the customers program launch

- Demonstrate strategic value to the customer by understanding the customer’s ambition for recognition and effectively guiding and directing each customer to embrace best practice in order to deliver their ambition

- Establish a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products and services

- Monitor and facilitate the customer’s adoption of our solution features and functionality to maximize their return on investment

- Effectively manage the client launch process from contract signature through deployment of the solution taking full responsibility for delivery of the suite of products the client selected

- Simultaneously run several implementation projects, communicate project data, track and analyze status of all ongoing projects according to process guidelines provided

- Communicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirements as mutually agreed

- Ensure proactive and responsive approach to all aspects of customer success

- Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools

- Coordinate with internal or client resources to ensure an effective communication and training strategy is in place for the program to drive program awareness and adoption to the desired levels within the client’s defined goals

 

Required skills and experience:

- Experience guiding enterprise clients through a technology or change management initiative

- Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment

- Proven experience helping clients adopt best practices and navigate their own organization to help instill change

- Exceptional oral and written communication skills required to document and communicate with internal and external resources

- Ability to work in a team environment with field sales, technical, marketing, consulting and operations personnel

- Ability to achieve results by effectively communicating with other groups and generating project plans for customers

- Strong technical aptitude and an understanding of Software-as-a-service (SaaS) delivery model

- Demonstrated project management skills in managing solutions for Fortune 500 customers

- Ability to work independently as a self-starter

- Ability and comfort in chairing on-site live meetings and virtual webinars, to large groups of people either customer facing or internal in nature

- High energy and positive ‘can do’ attitude

- Ability to travel approximately 30% of the time

- College Degree or equivalent work experience

- Minimum 5+ years of business experience with a demonstrated ability to manage complex programs for Fortune 500 customers

- Proficient in SalesForce.com, Microsoft Project, and Microsoft Office

 

The Company:

Workhuman® is the world’s fastest-growing integrated Social Recognition® and continuous performance management platform. Our human applications are shaping the future of work by helping organizations connect culture to shared purpose. With a consistent stream of gratitude fueling unparalleled, provocative workplace data and human insights, Workhuman® Cloud is a critical software engine for global companies seeking to motivate and empower their people to do the best work of their lives. Workhuman® (formerly known as Globoforce) was founded in 1999 and is co-headquartered in Framingham, Mass., and Dublin, Ireland.

Did you know: 

- We are #1 Great Place to Work in Ireland for the 2019 medium-sized workplace category and have been named one of the 2018 Top Places to Work in Massachusetts by the Boston Globe 

- Workhuman® is used by 4.5 million employees across 160 countries

- Our core values are; Respect, Determination, Innovation and Imagination

 

Perks & Benefits for our Happy Healthy Humans: 

- Comprehensive Health Plans 

- Fully paid parental leave (12-week maternity/4-week paternity) effective day 1

- Peer-to-peer recognition program 

- 401(k)

- Tuition Reimbursement 

- Commuter bus from downtown Boston

- On-site fitness center

- Wellness rewards and reimbursements

- Fully stocked kitchen (cold brew on tap - snacks and coffee machines as far as the eye can see…) 

- Regular celebrations for employees, families and special guests

 

At Workhuman, we love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity. 

 

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

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Location

We're located on Crossing Boulevard, right off of Rt. 9 in Framingham. Our office is easily accessible from Rt. 9, Rt. 495, and Rt. 90.

An Insider's view of Workhuman

What’s the vibe like in the office?

Since day one, Workhuman has never felt like “going to work.” It’s a place where you can genuinely be yourself, and there is no shortage of helping hands or energy in the office. The creativity and collaboration found within these walls is unparalleled. There is no idea too big or too small to bring to the table- no matter who is sitting at it.

Alyssa

Ecommerce Specialist, Merchandise

How do you collaborate with other teams in the company?

Collaboration is a core part of our team’s daily life; we work closely with everyone from Product Management and Engineering to Customer Success and Sales. With the teams split between Framingham and Dublin, we’re regularly using new tools with different teams to improve our ability to brainstorm and communicate user flows.

Adam

Director, Product Strategy

How has your career grown since starting at the company?

I started my business development role here with just 6 months of software sales experience. My manager knew my aspirations of becoming a Sales Exec. and helped me achieve this goal in less than 2 years. At Workhuman, not only are you given the technology to be successful, but you have amazing resources around you to grow professionally.

Bobby

Corporate Sales Executive

What's the biggest problem your team is solving?

Workhuman is not only in the business of changing the future of work for other companies, we are already thriving in that state ourselves. It’s so exciting to join a group of brilliantly passionate employees who are genuine, kind, and grateful to each other and working together on our mission to bring others into this human movement.

Erica

People Analytics Consultant

What are Workhuman Perks + Benefits

Workhuman Benefits Overview

There are a lot of benefits to working human, but let’s start with the most meaningful. We value the whole human – not just what you bring to the office every day, but everything about you and who you are. Here, people are empowered to be themselves and do the best work of their lives.

Culture
Volunteer in local community
Employees are encouraged to plan and participate in philanthropic activities through the Workhuman Gives program.
Partners with Nonprofits
Previous partnerships have included Catie's Closet, Girls Inc., Tech Gives Back, and the Department of Child and Family Services.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our ERGs are something we are very proud of! We have 5 ERGs running including: Parents at Workhuman, The Women's Network, SPARKLE (LGBTQIA+), Sustainability, and Diversity, Equity & Inclusion.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Short term and long term disability benefits are available
Dental Benefits
Vision Benefits
Health Insurance Benefits
Health insurance is provided by Blue Cross Blue Shield of MA and includes prescription drug coverage. Workhuman also provides deductible reimbursements via our health reimbursement arrangement.
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Eligibility rules apply.
Performance Bonus
Quarterly performance bonuses as well as ongoing employee recognition bonuses are available.
Child Care & Parental Leave Benefits
Child Care Benefits
Dependant Day Care FSA Available
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Workhuman also provides 4 weeks of leave for the secondary caretaker, or for adoption/foster.
Flexible Work Schedule
Workhuman encourages employees to find the work-life blend that meets their needs.
Family Medical Leave
Company sponsored family events
Workhuman hosts seasonal events where employees can invite their family members and children to attend.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Our game room includes Foosball, Shuffle Board, Video Games.
Stocked Kitchen
Parking
We offer employees Free on-site garage parking.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
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