Implementation Manager

| Greater NYC Area
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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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Location

Hive is located in the Tribeca area of Manhattan. The office is easy to get to via 16 Subway Lines.

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