Implementation Manager

| Greater NYC Area

The Customer Success team at Hive focuses on delivering active Hive users, who live in Hive through their working day. We're growing our agency-focused customer success team, and this role will leverage their agency background in program management, client services or a specific discipline, to manage all elements of the customer relationship post-sale and drive usage and adoption.

A great implementation lead is first and foremost a driven project manager who is equally comfortable at C-Level and with front line users. They should have a great nose for opportunities and work closely with Sales to identify and close those. Please note, this is not a classic account management role, it’s much more project management and influencing the process forward. The person hired will have a bias for action and be highly organized with follow through that is second to none.

About you:

  • 3+ years experience working in project management, customer success including prior experience at an agency
  • Experience working with C-level executives, and building and maintaining relationships at all levels of your customer accounts
  • Experience running a multi-stakeholder program - orchestrating internal and external (customer) resources to drive your plan forward
  • Experience with technology deployment or SaaS a major plus
  • Familiar with business transformation process
  • Deeply committed to customer happiness & helping them achieve their outcomes

Responsibilities:

  • Run project for a portfolio of Hive's agency accounts, designing and executing launch programs, growth and intervention programs
  • Define each agency team's business goals and develop relevant success plans to ensure they are achieved.
  • Develop and execute a communication plan to help customers get the most from Hive product updates and new features as they become available.
  • Drive customer evangelism through product satisfaction, delivering customer-led events and case studies alongside the Marketing & PR teams.
  • Act as liaison between Product Management, Support and the customer where escalation of critical service issues is required.
  • Monitor customer account health to be ahead of any issues that prevent high adoption
  • Negotiate and renew customer subscriptions
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • WordpressCMS
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM
    • IntercomEmail

Location

Hive is located in the Union Square area of Manhattan. The office is easy to get to via 16 Subway Lines and we are a dog friendly office.

An Insider's view of Hive

What are some social events your company does?

We have a weekly team happy hour every Thursday, and are launching a new event series called "Yappy Hour" (networking happy hour with adoptable dogs) in April.

Michaela

Content Marketing Manager

What makes someone successful on your team?

Transparency, productive use of Hive, and collaboration between different departments.

Michaela

Content Marketing Manager

What are Hive Perks + Benefits

Hive Benefits Overview

Unlimited vacation days, dog-friendly office, flexible working environment, standing desks, healthcare reimbursement.

Culture
Partners with Nonprofits
Hive is partnering with Rescue City to host an adoptable dog happy hour in April. All proceeds will go to Rescue City.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Health Insurance Benefits
Team workouts
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Remote Work Program
Ability to work remotely on occasion as needed.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Hive employees receive unlimited sick days.
Perks & Discounts
Casual Dress
Company Outings
Hive hosts monthly company outings.
Stocked Kitchen
Happy Hours
Happy hours are hosted once per week.
Pet Friendly
Hive has a dog friendly office.
Professional Development Benefits
Job Training & Conferences
Hive offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Promote from within
Time allotted for learning
Paid industry certifications
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