CloudShare

Customer Implementation Manager

CloudShare

full-time

Posted on:

Location Type: Hybrid

Location: Denver • Colorado • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Lead end-to-end implementation projects for new customers: kick-off, project planning, resource coordination, milestones, risk identification/mitigation, go-live readiness.
  • Translate customer business objectives, environment needs and workflows into a configuration of the CloudShare platform (labs, sandbox templates, integrations, usage policies, analytics).
  • Deliver customer onboarding: environment provisioning, template setup, network & VM configuration, roles/permissions, usage controls, analytics setup.
  • Provide training (both virtual and possibly on-site) to customer admins, trainers and end-users: how to create, clone and manage virtual labs; best-practice usage; adoption techniques.
  • Drive customer adoption and value: monitor usage metrics, user engagement, provide proactive recommendations for optimisation and best practices.
  • Serve as primary internal advocate for the customer during implementation: communicate status, escalate issues, ensure alignment with product, support and engineering teams.
  • Document implementation plans, customer requirements, project status, training materials, and post-go-live check-in outcomes.
  • Capture customer feedback on the platform and implementation experience; collaborate with Product and Engineering to refine the onboarding process and product features.
  • Manage multiple concurrent projects/customers and adapt processes for scale and repeatability.
  • Ensure client satisfaction and help the customer transition cleanly into the ongoing Customer Success / Account Management phase.

Requirements

  • Bachelor’s degree in a relevant field (Business, IT, Computer Science) or equivalent experience.
  • 5+ years of hands-on experience in SaaS implementation, onboarding, or customer-facing technical roles.
  • Solid understanding of cloud-based infrastructure (virtual machines, networking etc…). Familiarity with virtual lab/training platforms is a strong plus.
  • Excellent project management and organisational skills: able to define project plans, track milestones, manage risks and deliver on time.
  • Exceptional communication skills (verbal and written), able to engage with both technical and non-technical stakeholders, and convey complex concepts.
  • Strong customer-centric mindset with high empathy, ability to build trust and drive adoption.
  • Comfortable delivering training to groups of varied experience levels.
  • Analytical mindset: able to interpret usage/adoption metrics, provide insights, and actionable recommendations.
  • Experience working cross-functionally with Sales, Product, Support, and Engineers.
  • Ability to manage multiple implementations simultaneously while maintaining high quality.
  • Flexibility and adaptability: comfortable with changing priorities and customer needs in a fast-paced environment.
Benefits
  • Medical, Dental, Vision benefits
  • 401K
  • Flexible PTO
  • 13 Paid Holidays
  • Hybrid work with a modern downtown Denver location
  • Onsite Gym, Starbucks, Parking

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaS implementationcloud-based infrastructurevirtual machinesnetwork configurationanalytics setupproject managementrisk identificationcustomer onboardingtemplate setupusage controls
Soft skills
communication skillscustomer-centric mindsetproject management skillsanalytical mindsetflexibilityadaptabilityempathytrust buildingtraining deliverystakeholder engagement