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Implementation Manager

Offer summary

Qualifications:

Demonstrated proficiency in project management and understanding complex product solutions., Excellent written and live customer communication skills., Experience implementing a solution in a client-facing role., Highly organized and methodical with excellent follow-up skills..

Key responsabilities:

  • Work directly with customers and Customer Success Managers to manage complex implementations.
  • Engage with customers to identify opportunities and risks around launch timelines and technical integrations.
  • Conduct customer meetings to drive proactive initiatives and ensure strong adoption.
  • Capture customer feedback for the Product team and submit Engineering tickets as needed.

Ethena logo
Ethena Startup https://www.goethena.com/
51 - 200 Employees
See all jobs

Job description

Who we are
Hi there 👋 . We’re Ethena – the compliance platform for modern teams. Ethena’s suite of admin- and employee-friendly training and compliance tools help you check all the boxes and build a better workplace. Our training isn’t just a thing people get through, it’s something they actually enjoy (we got the stats to prove it—over 90% positive ratings). We are proud to be a part of the culture at companies like Zendesk, Pinterest, Figma, and Notion. In 2020, Ethena announced our $15.5 million Series A, and in 2022 we raised an additional $30 million Series B to build out Ethena’s best-in-class training solution, further invest in data and analytics, and continue launching impactful compliance products. Ethena’s Series B was led by Lachy Groom, with participation from existing investors including Felicis, Neo, Homebrew, and others. It’s a great time to join our team!

How we work
We’re a team of people who value diversity in all its forms. We love adding new perspectives and appreciate those who ask questions that help us challenge assumptions, explore new directions, and improve what we’ve already built. We believe it’s our responsibility to create an environment in which every person can bring their full, authentic selves to work.

And hey, others have noticed what we’re building too — we were just ranked #47 on the Best Startup Employers list! 🎉

We push each other to be our best and do our training proud. We love feedback, practice empathy, and embrace humor. Seriously, we’re not shy about puns. If you brought us to a picnic, we’d be compli-ants. If we were shoes in London, we’d be trainers. If we were--you get it. Humor is welcome here. Read more about us on our careers page and follow our team on our Instagram!

Our workforce is fully remote and your personal working hours can be based on your own timezone. All team-wide meetings are scheduled to be inclusive of all North American time zones.

What you'll do
  • Work directly with customers and Customer Success Managers to project manage complex implementations, including customized training content development & non-standard product use cases
  • Engage across the customer's organization and works cross-functionally within Ethena to identify opportunities and risks around launch timelines and technical integrations, and present recommendations and solutions
  • Conduct customer meetings and calls through onboarding period with customers and internal stakeholders to drive proactive initiatives and ensure strong adoption
  • Develop and implement scalable implementation plans for standard customers
  • Serve as internal subject matter expert on implementations, non-standard product use cases, content customization, and integrations
  • Capture suggested improvements and feedback from our customers for the Product team; offer values-driven suggestions to help Ethena solve our customer's expanding compliance needs
  • Submit, track, and escalate Engineering tickets as needed, while keeping customers informed of progress in an easily digestible manner

    • What makes a great candidate
  • Demonstrated proficiency in project management and understanding complex product solutions
  • Excellent written and live customer communication skills, with a focus on clearly communicating timelines and expectations
  • Experience implementing a solution in a client-facing role and strong comfort working multiple projects simultaneously
  • Ability to manage cross-functional relationships with multiple stakeholders
  • Proven customer management skills/experience and effectiveness with difficult, and urgent customer situations 
  • Being decisive and inquisitive in understanding customer requirements for project plan in order to create a delightful customer experience while meeting time constraints / deadlines 
  • Highly organized and methodical with excellent follow-up to ensure customer expectations are exceeded
    • At Ethena, we're committed to fair and equitable compensation. We carefully evaluate each candidate's skills and qualifications to provide our best possible offer upfront. Our no-negotiation policy ensures that our first offer is always our best offer, promoting pay equity throughout our organization.


    Physical Demands
    This is sedentary work that primarily involves sitting/standing in a home office environment.

    Location
    Ethena is a remote-first organization and is currently hiring candidates based in approved locations in the United States. The list of approved locations for this role is:

    AZ - Arizona
    CA - California
    CO - Colorado
    DE - Delaware
    FL - Florida
    GA - Georgia
    IL - Illinois
    IN - Indiana
    MA - Massachusetts
    MD - Maryland
    NC - North Carolina
    NJ - New Jersey
    NY - New York
    TX - Texas
    UT - Utah
    WY - Wyoming

    *Please note that Ethena reserves the right to change the list of approved locations.

    Benefits
    The benefits offered for this position can be found here. We provide 20 days of paid time off per year (prorated from your start date) in addition to all 11 federal holidays* and unlimited paid sick leave. (*US-specific benefits. For more details on our Canadian benefits, leave a note in your application.)

    How to Apply
    Applications for this position will be accepted via our job board. Excited about the opportunity, but worried you don’t meet all the requirements? Apply anyway, and give us both the chance to find out. We welcome you to read more about our approach to job descriptions by our Chief People Officer, Melanie Naranjo. Curious to know what it’s like to interview with us? Read more here.

    Ethena is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. Ethena does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or other legally protected status. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others.

    We are not currently offering employer visa sponsorship for this role.


    Disclaimer: The salary, other compensation, and benefits information are accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Business CommunicationProject ManagementTechnology IntegrationCustomer Relationship ManagementCross-Functional CollaborationContent CreationStakeholder CommunicationsProgram Implementation

    Other Skills

    • Problem Solving
    • Empathy
    • Assertiveness
    • Decisiveness
    Are you interested?

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