Product Manager
Weekday (YC W21)
Implementation Consultant
Confidential
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Deliver customer implementations: Ensuring customers achieve their agreed implementation outcomes.
- Migrate data into the Gatekeeper platform.
- Understand the customer's business process to develop automated workflows.
- Record the Time to First Value (TTFV) for each customer.
- Set a high-value tone for the relationship to follow.
- Optimise the use of AI including research and prompt writing.
- Act as a subject matter expert of the Gatekeeper platform, turning customer problems into Gatekeeper solutions.
- Own Customer Satisfaction/Effort Scores for your customers and serve as their internal voice, providing fearless feedback on how we can better serve them to meet their desired outcomes.
- Identify expansion opportunities, providing upsell/cross sell leads to the Sales team.
- Identify advocacy opportunities by obtaining public reviews, testimonials and case studies.
- Collaborate closely with Account Directors and Technical Account Managers, ensuring handover points exude confidence that the customer is in the safest hands and with no loss of knowledge.
- Play an important role in a close-knit team to create new business processes, uncover opportunities and position yourself for success.
Requirements
- Extensive experience in end-to-end software implementation, with a proven track record of successfully onboarding new customers onto a SaaS platform.
- Demonstrable proficiency in configuring and optimising features, including a strong understanding of AI prompting and how to effectively leverage AI tools to maximise value.
- A genuine hunger to explore new AI advancements and a commitment to staying up-to-date with the latest developments.
- Expertise in defining, managing, and achieving implementation milestones, including MVP and driving Time to First Value (TTFV), ensuring clear success criteria are met for both the client and Gatekeeper.
- Strong project management and business analysis skills, capable of meticulously tracking time, reporting progress, identifying risks, and implementing mitigation strategies to ensure projects are delivered within scope and agreed timelines.
- Exceptional stakeholder management and clear communication skills across all mediums (verbal, video, and written) to effectively align expectations, clarify plans, and secure agreement from all key parties.
- Proven ability to map data between systems and provide expert guidance on data migration, formats, and quality to optimise platform integration.
- Experience in workflow configuration and obtaining client approval for automated business processes, including those leveraging AI.
- A proactive approach to identifying expansion opportunities and contributing to revenue growth and customer advocacy through testimonials and case studies.
- Familiarity with the Software as a Service (SaaS), recurring revenue business model, and a strong understanding of how Customer Success is key to Life Time Value (LTV).
- A commitment to continuous improvement of implementation methodologies, documentation, and overall service quality, coupled with providing valuable product feedback.
- Ability to act as a Subject Matter Expert for the platform, providing best practices and effectively addressing customer queries related to functionality and AI.
- Comfortable documenting business processes as clear logic diagrams.
- A curious, adaptable, and enthusiastic individual with a lifelong learner mindset.
- Experience with Vendor Management and Contract Lifecycle Management (CLM) systems. (nice to have)
