In this role, you will take the lead on the successful implementation of Appcues with our customers to drive success and long-term adoption for our Users.  Every customer is unique and as such, responsibilities can be broad in scope, encompassing a wide variety of activities requiring shifts in priorities. A self-starter, who can work in a fast-paced, dynamic environment, you react and adjust quickly to changing conditions and devise practical ideas for addressing them. The core responsibility of the Implementation Manager is to lead through successful implementations, prioritizing project tasks, assisting in the management of timelines, overseeing project plans and ensuring Implementation communication to clients. If this sounds like you and you’re looking to work in a customer-centric environment that values CX (it’s in our culture code!), we would love to meet you! 

About the role

• • The Implementation Team is key to the success of Appcues. The initial client onboarding experience establishes the relationship and sets the tone for the partnership.
  • On a typical day, you may collaborate over Zoom, phone, or email with various members of our customer’s team to consult and guide on the technical implementation and full installation of the Appcues platform.
  • Design and guide solutions prior to project kick off meetings solving complex technical implementations both independently and in a team environmentServe as the primary point of contact for clients during implementation and manage the project to completion.
  • You will execute regular check-ins and follow-ups with the customer during their implementation phase to ensure they are staying on track and not blocked in the process.
  • Best practices on technical governance and guidance on UX are always welcome and appreciated from our customers so your creative input and solutioning will be key!
  • Internally, you will also collaborate with our stellar Sales and Customer Success teams to ensure the pre and post sale experience and handoff of customers is smooth and expectations are clearly identified and set.
  • Additionally, you will also collaborate with our Product, Support, and Engineering teams to continue improving and optimizing the technical onboarding experience for all customers.
  • This role will report to the VP of CX.

About you

• • You are customer and results driven, using all tools and ideas available to you.
  • Enjoy problem-solving and critical, yet creative thinkingAbility to communicate effectively and establish credibility with technical and non-technical stakeholders.
  • You are empathetic, helpful and regularly look for ways to pitch in and make a difference for your team and company.
  • You believe remote teams are the future of work or are at least excited about the idea.
  • Experience defining programs, writing detailed functional specifications, and delivering projects that meet rapidly evolving business needs.
  • Has passionately high standards and is never satisfied with the status quo.
  • Able to dive deep and is never out of touch with the details of the business or needs of our customers.
  • You have outstanding organizational skills to juggle multiple priorities, and are a superb communicator.
  • Most importantly, you care deeply about our clients and provide them a world-class experience.

Our Benefits

100% remote - We don’t have an office which ensures all of our employees learn and collaborate in the same way using remote work practices. This won't change post-COVID as we are committed to being 100% remote for the long-term. We work in Slack, Zoom, and a collection of modern collaboration tools. We have inclusive remote events and, after COVID times, will get together twice a year for a fun off-site retreat.

Well-being - You'll have solid health, dental, and vision plans; access to 401k, and a generous maternity and paternity leave.

Home office and tech budget - We offer a $1000 home office stipend and an additional $500 annual budget for extra work-related technology.

Coworking space, on us - Home office not cutting it? We'll reimburse your monthly coworking fees.

Equity - We want everyone invested in our success. We grant every employee equity in the company.

Transparency and collaboration - We foster team alignment with meetings of all shapes and sizes—a monthly all-hands meeting called FirstThurs, weekly team lunches, and Lunch & Learns.

Unlimited vacation - We believe time away to reflect and explore makes us all more productive, so we expect each employee to take a minimum of ten days of vacation per year.

About us

At Appcues, our mission is to help teams build products their users love. With Appcues, you can create in-product experiences (user onboarding, feature announcements, checklists, and more) without writing any code. We believe it’s the non-technical people who often have the best information about a user’s needs and desires, and we give them the tools to act.

We’re a dynamic group of talented teammates who challenge, trust, and care about each other, their work, and the success story we are writing. Our values are not just words. We live by them.

Appcues is an equal opportunity employer that commits to diversity and inclusion and also celebrates it. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. We believe that diverse teams foster a more inclusive company culture, build better products, and are more human, humane, and fun.