Implementation Manager

| Greater NYC Area
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At Trustpilot, we're one of the world's most powerful online review platforms. Originally founded in Denmark, our mission is to inspire ever-improving experiences for consumers and we are currently searching for am Implementation Manager to join our team in New York.

About the Role

The Implementation Manager is tasked with ensuring that every Trustpilot customer has an ideal onboarding experience by facilitating a smooth transition from Sales to Customer Success. 

The Implement Manager provides proactive technical support and guidance throughout the lifecycle of a customers subscription with Trustpilot. The Implementation team is a client’s first impression of what it’s like to be a Trustpilot customer, as well as their first experience working with the Trustpilot Customer Success team, so it is mission-critical that this interaction is positive, efficient, and demonstrates the team’s above-and-beyond mentality.

Core Responsibilities 

  • Ensures small and medium sized customers experience a smooth handover from Sales to Customer Success by providing a comprehensive walk-through of the Trustpilot platform, troubleshooting various integration options and providing overall guidance throughout the technical setup of our product
  • Provides product and best practice training, as well as technical and ad-hoc support to new and existing customers 
  • Supports our Customer Success team and Sales team on pre and post-sale activities including our Free Trial program 
  • Successfully integrate around 20-30 new clients per month by ensuring that each customer integration is set-up to maximize the value of our product
  • Work with our Product Managers to ensure continuous improvement of our product adoption efforts; regularly work alongside the Sales, Marketing, Support, and Account Management teams
  • Reports to the Manager of the Implementation Team 

About You

  • 4 year degree required 
  • 2-4 years of Customer Support experience in the technology or marketing verticals
  • Comfortable learning new technology/systems quickly and efficiently
  • A command of HTML/CSS 
  • Skilled in Javascript, Python or other scripting languages; REST API experience preferred
  • A basic understanding of e-commerce and digital-marketing
  • Excellent time management skills; ability to independently stay organized under a large workload while also building customer relationships 
  • Proactive and seeks opportunities to learn and improve existing processes
  • Fearless in calling customers to support them and their adoption of Trustpilot Tools
  • Thrives in a performance-oriented environment

We Offer:

  • The opportunity to be a key player at a rapidly expanding global technology company
  • Competitive base salary plus bonuses
  • Full benefits & 401k
  • Paid family leave
  • Free lunch Fridays and bagel Mondays
  • Cold brew on tap
  • Office wide ski days and charity events
  • Chance to win a spot at President’s Club vacation trips - our next one is in Italy this fall!

About Trustpilot

Check out our office on Built In and The Muse!

Trustpilot is a global, online review community that builds trust and increases transparency between consumers and businesses. Currently boasting more than 65 million consumer reviews of 299,000 businesses, Trustpilot produces a TrustScore for businesses based on recent reviews. Trustpilot’s community is live in 25 countries and more than 10,000 consumers sign up to Trustpilot every day. The platform also helps businesses generate insights through customer review data analytics. This can be used to continuously improve business operations, increase customer satisfaction and drive innovation. By enabling businesses to engage directly with customers, Trustpilot aims to set new global standards in consumer to business dialogue. 
Trustpilot has customers in 65 countries and has developed strong positions in Denmark, Sweden, UK, France, Germany and the Netherlands, as well as the US. With offices in Copenhagen, London, New York, Denver, Berlin, Melbourne and Vilnius Trustpilot’s 750+ employees represent 40+ different nationalities.

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Technology we use

  • Sales & Marketing
    • HubSpotCRM
    • SalesforceCRM

Location

This area has lot to offer. You can grab a burger from the original Shake Shack and enjoy the people watching as you hang out in Madison Square Park. Celebrity chef Mario Batali's popular Eataly market is a great place to shop for groceries or eat your way through all the food stalls.

An Insider's view of Trustpilot

How would you describe the company’s work-life balance?

The work-life balance is amazing. It’s been 5 years since I’ve had the luxury of being off on a weekend. Besides that, my managers don’t really bother me outside of my regular working hours, and I'm always encouraged to take my full hour for lunch. You also can’t beat working remotely; my daily commute is about 20 seconds each day

Jawayne

Account Development Representative

What does your typical day look like?

The thing I love the most about my role as an Account Executive is that every day looks different. Some days I’m more focused on setting up new meetings with prospective clients, whereas others I’m spending my time nurturing opportunities I’ve already created and building rapport with new people.

Emily

Account Executive

What makes someone successful on your team?

There are clear paths to move into management or maintain personal growth as an individual contributor. It's nice to know there is an achievable plan in place and management has always been supportive of my goals.

Jeremy

Senior Customer Integration Engineer

What is your vision for the company?

My personal vision for Trustpilot is to make it the preeminent review platform in the United States both in terms of volume of content and review credibility. Within the org, I envision Trustpilot operating in a way that allows us to understand greater detail of our business and to build the best team in the business!

John

Commercial Operations Director

What projects are you most excited about?

As a Talent Acquisition Specialist, my day-to-day consists of conducting technical phone screens, preparing candidates for interviews, and extending offers! Besides my daily responsibilities, I worked on a social media project recently. I was able to utilize my marketing degree to teach my colleagues how to rock their LinkedIn profiles and content.

Kayla

Talent Acquisition Specialist

What are Trustpilot Perks + Benefits

Culture
Volunteer in local community
Every Trustie has two (paid) volunteering days a year, which they can use to give back to their community.
Partners with nonprofits
We partner with a women's shelter in the Bronx, and another non-profit that helps homeless women and children in NYC.
Open door policy
Team based strategic planning
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Trusties in Color (TiC), Pride & Allies, Trustpilot Women in Leadership (TWIL)
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Mental health benefits
Free subscription to Headspace
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Employees receive 5 days per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free lunch on Wednesday and Breakfast on Thursdays
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Our kickball team is currently undefeated! We have lots of things like this happen year to year.
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Opportunities to visit our other offices, including internationally. Ongoing training and development across all departments. Catered lunches on Fridays and towards the end of each month, cold brew and beer on tap. Snacks and bagels on Mondays. Internal promotion track, happy hours and office events.

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