Offer summary

Qualifications:

Bachelor’s degree in Business Administration, Project Management, Information Systems, or related fields., 2+ years of experience in customer success, implementation management, or project coordination., Proficient in project management and solution designing, with strong organizational skills., Fluent in English, with excellent communication and interpersonal skills..

Key responsabilities:

Lead the end-to-end implementation process for new and expanding customers, ensuring timely delivery and quality outcomes.

Serve as the primary point of contact for clients, providing guidance, support, and regular updates during the implementation phase.

Collaborate with clients to assess their needs and tailor the implementation approach accordingly, while designing software solutions with internal teams.

Provide training and support to clients, ensuring they maximize the value of the software, and maintain detailed implementation documentation.

Job description

This is a remote position.

At Softgic, we work with the coolest, with those who build, with those who love what they do, with those who have 100% attitude, because that's our #Cooltura. Join our purpose of making life easier with technology and be part of our team as an Implementation Engineer.

Compensation:

USD 1.5K - 2.2K/month.

Location:

Remote (anywhere).

Mission of Softgic:

In Softgic S.A.S. we work for the digital and cognitive transformation of our clients, aware that quality is an essential factor for us, we incorporate the following principles into our policy:

Deliver quality products and services.
Achieve the satisfaction of our internal and external clients.
Encourage in our team the importance of training to grow professionally and personally through development plans.
Comply with the applicable legal and regulatory requirements.
Promote continuous improvement of the quality management system.

What makes you a strong candidate:

You have 2+ years of experience in customer success, implementation management, and project coordination.
You are proficient in project management and solution designing.
English - Native or fully fluent.

Responsibilities and more:

The Implementation Manager will be responsible for managing the end-to-end implementation process for new customers and expanding customers. This role involves working closely with clients to understand their needs, developing implementation plans, and ensuring seamless integration with our software. IMs should proactively manage every stage of implementation, flagging potential issues or delays, and employing corrective actions to ensure Craftable customers are getting TTV (time to value) & usability of their product suites within the implementation window. KPIs will include TtC (Time to Complete) & CSAT (Customer Satisfaction Scores).

Responsibilities:

Project Management: Lead the implementation process from kickoff to go-live for all elements of a customer’s implementation, ensuring timely delivery and quality outcomes.
Client Engagement: Serve as the primary point of contact for clients during the implementation phase, providing guidance, support, and regular updates.
Needs Assessment: Work with clients to understand their business processes, requirements, and goals to tailor the implementation approach accordingly.
Solution Design: Collaborate with internal teams (Sales, CS, Integrations, OCR) to design and configure the software solution to meet client needs.
Training and Support: Provide training to clients on the use of the software and ensure they are equipped to maximize its value. Approaching every training as an opportunity to show the “why” behind the action in the platform.
Issue Resolution: Identify and resolve any issues or challenges that arise during the implementation process, escalating as needed.
Documentation: Create and maintain detailed implementation documentation within HubSpot Implementation records, including progress, stage management, activities, tickets, and complete outcomes.
Continuous Improvement: Gather feedback from clients (post-completion via CSAT) and internal teams to identify areas for improvement in the implementation process and contribute to process enhancements.
Post-Implementation Support: Ensure a smooth transition from implementation to ongoing support, SMB, MM, and Enterprise Success.

Requirements

Bachelor’s degree in Business Administration, Project Management, Information Systems, or related fields.
2–4 years of experience in Implementation Management, Project Coordination, or Customer Success roles.
Excellent communication and interpersonal skills, with the ability to manage client relationships effectively.
Strong organizational and time-management skills, capable of handling multiple projects simultaneously.
Experience with CRM systems (preferably HubSpot).
Familiarity with SaaS platforms and software implementation processes.
Problem-solving mindset and ability to work collaboratively across departments.
Strong presentation and training skills.
English level: Advanced / Fluent (written and spoken).