Implementation Manager (Customer Success)
Sales | Portland, OR | Full Time
Northwest Analytics (NWA) delivers Manufacturing Intelligence and Industry 4.0 analytics software solutions to effectively manage and improve plant processes in manufacturing enterprises and supply chains. We leverage our years of experience in the manufacturing industries to provide a powerful, easy-to-use suite of software with key emphasis on enterprise-wide integration, analysis and visibility. With more than 3,000 customers and 60,000 users worldwide, NWA solutions are widely recognized for their power, flexibility and ease-of-use.
To support our continued growth, we are hiring an experienced Implementation Manager to ensure customer success so that measurable value is achieved after deployment, future high value projects are identified for the next phase, and customers are revisited periodically to ensure the value is continuing to grow. Reporting to the VP of Sales, this will (ideally) be based at our downtown Portland headquarters, but we will consider remote candidates along the West Coast.
In this cross-functional role, you will manage all client onboarding and implementations, working closely with new and existing customers to plan and execute site setup, coordinate configuration, training, and launch. As both a relationship builder and product subject matter expert, you’ll use your strong project management skills to partner with sales and engineering, setting timelines and other expectations, driving resolution on customer technical issues, while ensuring smooth, effective transition from Implementation to Support.
You understand that earning trust and confidence is essential to customer happiness, so you are also aware that your job doesn’t stop after implementation. Through customer success management, you’ll ensure long-term customer happiness is achieved through quarterly and annual reviews, while also identifying additional projects (sales opportunities). As a key member of NWA’s close-knit team, you’ll bring a continuous improvement focus to the role, actively improving the effectiveness of our implementation process the development of new documents and tools to ensure success.
What We Must Have
- 3+ years experience managing enterprise software implementations.
- Experience working cross-functionally with sales, engineering, etc. to support implementations and customer success.
- Experience implementing products that integrate with database and cloud technologies, and the ability to discuss with both technical and non-technical stakeholders.
Nice To Have (but not required)
- Bachelor’s degree in a related field.
- Experience implementing data analytics applications.
- Manufacturing industry experience.
Working at Northwest Analytics
Our diverse team is made up of problem solvers who bring a customer-centric focus on innovation, collaboration and bringing new approaches to solving customer’s toughest operational and production challenges. NWA is committed to providing a competitive salary and benefits package, along with a culture that values confidence, strong work ethic and keeping things fun.
How to Apply
Please submit your resume online with a cover letter stating the following: 1) why you’re interested in working for Northwest Analytics in particular; 2) how you meet each of our qualifications (including the “nice to haves”) - our preference is that you simply copy/paste them and put a brief response after each; and 3) your availability for interviews. We are moving quickly, so expect to receive a response from our recruiter within 24 hours of your application.
** No staffing agencies. **