Implementation Manager

At Center, we’re building forward-looking technology to simplify how people work. Our transformative expense management solution is purposely built and offers three important advantages: it eliminates expense reporting for employees, radically reduces the amount of time needed to process expenses in the finance department, and offers real-time reporting and insights to drive cost-savings, analyze trends, and hit budget targets. The Center team believes that great businesses are built by people who share common values. For us that means a passion for invention, a deep commitment to the customer, integrity, and operating with a sense of care and respect for one another. Working at Center you'll be joining a team that is intellectually curious, has a high degree of personal ownership and accountability, and values teamwork and collaboration. Why Center? Center is a hyper-growth SaaS company backed by the co-founder of Concur. We constantly strive to create an environment that allows our employees to thrive and do great work. We are a distributed workforce and have two amazing workspaces in Bellevue, WA and Minneapolis, MN. As an Implementation Manager, you will be responsible for the initial success & deployment of our prospects and newest customers. You will focus on building the relationship, listening to the needs of the customer, and turning business process into an optimal Center setup for maximum value to the customer. You will partner with the customer and internal stakeholders throughout the customer journey. We are seeking an accountable professional able to balance relationship management with business and technical acumen. You Will Have the Opportunity To:

• Establish a strong relationship with your customers
• Partner with the Sales organization for a warm handoff from commitment to adoption
• Engage with a prospect during Sales cycle to assist with requirements & functionality
• Actively listen to the customer’s challenges and prioritize a solution
• Collaborate with customer to ensure satisfaction and identify opportunities to add value
• Meet all deadlines through a self-driven mindset & deliver on promises to customers
• Manage expectations of customers and mitigate risk
• Plan, design & configure our customers deployments from Sale to Adoption
• Independently plan, organize, and manage deployments for multiple customers
• Lead the customer through consultation and analysis of their requirements & business processes
• Consult and guide the customer with recommendations and best practices
• Configure Center Expense to the customer requirements incorporating best practices
• Coordinate and validate the integration of data from Center to other tools
• Train customers and prepare end users
• Partner with the customer during critical/early stages of the relationship
• Focus on the value our product(s) bring to the customer and strive to deliver value at each interaction
• Drive adoption early in the journey through specific and personalized use cases
• Maintain the momentum of the project through visible value and active listening to overcome objections
• Act as the point of contact for escalations
• Identify the health of the customer early in their journey
• Prepare the customer for later stages of the customer journey
• Provide exemplary customer service through every engagement (project, email, case, and call) with the customer
• Partner with the customer to address needs & deliver positive outcomes
• Present complex ideas both written and verbal that are organized and professional
• Identify customer needs using common characteristics, use cases, and best practices
• Demonstrate empathy & responsibility.
• Assist in building a scalable Customer Success organization
• Create, edit, and publish internal and external documentation
• Identify efficiencies in the deployment process
• Partner with the Product/Engineering team for suggested product & process enhancements
• Be creative with workarounds and best practices based on limitations of the product
• Assist in creating processes & documents for onboarding new Customer Success resources
  
  
  

What You Will Bring to the Role:

• 2-3+ years of job relevant experience
• Education Bachelor's degree in Business or Information Technology or equivalent work experience
• Experience in project management, consulting and/or software implementation experience
• Effective oral and written communication skills
• Proficient in the use of Microsoft Office suite of software
• Knowledge of cloud products and services
• Strong presentation skills
• Ability to travel as needed
  
  
  

Personal Attributes:

• Passion for the customer
• Fast learner, with an open mind, and a team-oriented mentality
• Self-starter, with the ability and willingness to grow
• An entrepreneurial spirit: flexible and willing to pitch in where needed
• Ready to have fun, keep perspective and be part of an amazing team
  
  
  

Why Center?

• Backed by the co-founder of Concur
• All team members have the opportunity to make a critical impact at an early stage business
• An experienced management team that understands the space and knows how to build high performing teams
• Ownership through stock option grants
• Competitive base salary compensation package
• Comprehensive health insurance plan
• Flexible, self-managed PTO policy
• 401k program
• Great co-workers and a collaborative team that is passionate about helping every business to get the most out of every dollar they spend! Center is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We offer an excellent compensation package for all Center employees. This includes competitive salary, performance bonus, generous paid time off, comprehensive health benefits and 401(k) participation. The Implementation Manager pay transparency range is $80,000 - $90,000 annually + bonus and equity. In addition, Center offers a Self-Managed PTO plan, 9 Paid Holiday’s, Paid Parental Leave, Commuter Stipend, and health care benefits including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter and 401(k)