About the Opportunity

Stella Connect is an innovative, real-time customer feedback and quality management platform that has been designed specifically to drive engagement and performance of customer service teams. We partner with hundreds of the world’s leading brands, from disruptive startups like Warby Parker and Earnin, through to household names like Walmart and Williams-Sonoma, to help them provide exceptional customer service. With Stella Connect, companies get real-time visibility into the quality of their service teams and operations, and the tools they need to drive team member engagement and continuous performance improvements.

Stella Connect is seeking an Implementation Manager to join our collaborative, customer-centric team. You will liaise directly with clients to ensure our cloud-based platform is implemented successfully and clients can begin deriving value as soon as possible. You will work cross-collaboratively to onboard and configure implementations for clients, focusing primarily on our SMB client segment. You will play an integral role in developing processes and shaping the implementation function as we continue to scale.

Responsibilities

• Act as the primary point of contact for clients in the implementation process, including facilitating client discovery and integration calls
• Work directly with customers to define project goals and build detailed project plans
• Collaborate with our internal engineering team to understand and accommodate technical resources as part of the implementation
• Implement, configure, and support new and existing clients 
• Project manage technical implementations for SMB clients
• Partner with the Client Success Team to ensure client setups and integrations are handled effectively
• Work with both new and existing customers to implement software enhancements and additional functionality
• Document implementation best practices and create resources for internal and external stakeholders
• Act as a trusted advisor and maximize client satisfaction through each implementation project

Qualifications

• 2+ years of professional experience in the implementation of SaaS solutions
• Experience with Zendesk or similar CRM platform
• Experience with webhooks, JSON, APIs, & SFTP preferred
• Excellent project management skills
• Must love multi-tasking
• Exceptional written and oral communication skills
• Must be able to work within a team environment, including with remote team members
• Customer focused attitude and motivated to help
• Self-starter and extremely detail-oriented

Compensation & Perks

Competitive cash comp, stock options; full (and might I add, excellent) health, dental and vision insurance benefits; gym stipend; 10 company holidays, including Juneteenth and Election Day, as well as an unlimited vacation policy. 

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At Stella, we love everybody! We celebrate our differences and believe that they add to our company’s inclusive culture, innovation, collaboration and overall success. We are proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.