Implementation Manager

Join us on the mission to build AI that saves humanity from drowning in paperwork. At Klarity (YC S18), we’re already saving thousands of hours for companies like Coupa, MongoDB and Okta that were previously spent on turning documents into spreadsheets. We’re building a future world where all documents are read by Klarity and turned into structured data that are fed into existing systems. In the last 6 months, we’ve more than 7.9x’d ARR last year and are on track to 4x this year. 

If you are excited about a future where people don’t have to review documents, we want to hear from you!

We are looking for a customer-centric, process-oriented leader who can take charge of onboarding new customers. Your work will be absolutely critical to the company as our #1 blocker is servicing the strong demand we’re receiving.

What are we looking for? 

As a part of the Customer Success team, the Technical Project Manager is responsible for delivering an excellent implementation experience for Klarity’s largest enterprise customers. This role requires a deep understanding of Klarity’s product functionality, integrations, and where customizations can effectively be used to meet customer needs. Success requires skilled project management across multiple internal team members working on design, integrations, user acceptance testing, and launch. Success also demands skillful customer communication and management of customer expectations. Performance in the Technical Project Manager role is measured by on-time launch, customer satisfaction, time to value and improvements across the entire implementation journey. 

Responsibilities:

• Deeply understand the  customer, their business objectives, their workflows, and their goals to demonstrate value as effectively as possible

• Utilize deep technical expertise to drive and project manage customer implementations from end to end 

• Deliver excellent customer experience throughout the implementation project by providing consistent, clear communication across multiple stakeholders

• Distinguish between “must-have” and “nice-to-have” requirements and feedback from the customer throughout implementation

• Make sense of ambiguous and/or complicated business requirements and translate them for a variety of audiences

• Document the Implementation project plan for internal and external understanding

• Define project milestones and meet them; clearly communicate dependencies and ownership

• Identify and mitigate project risks such as scope creep, stakeholder engagement, customer IT resourcing, internal backlogs; escalate appropriately to internal and/or customer executives

• Provide regular status updates on milestones and the overall project for internal and external audiences

• Communicate priorities and requirements across internal teams with clarity and respect

• Build trust, understanding and influence with members of technical and operations teams who contribute to customer implementations

• Contribute to the standardization of our implementation processes while Klarity continues our rapid growth

• Manage and promote  best practices for the Implementation team across implementation projects that vary in complexity 

• Maintain knowledge of all product features including the ability to train new users

What are we looking for? 

• 7-10 years prior experience in Technical Project Management, Sales/Success/Solution Engineers, or other Customer-facing roles with Mid-Market or Enterprise business customers

• Startup and/or SaaS experience preferred, but not required Experience with iPaaS solutions like Workato to configure or update customer integrations

• Comfortable holding others accountable to tasks and deadlines

• Enthusiastic about learning technicalities of domain-specific concepts such as revenue accounting, machine learning, integrations

• Ownership mentality and initiative - if you see something needs to be done, go do it!

• Meets and adheres to Service Level Agreement standards on a consistent basis

• Skilled negotiator, who acts as a cross-team liaison

• Ability to communicates technical issues to a non-technical audience

• Fosters collaboration with Operations, Product, Sales, Tech, and Customer Success

• Excellent documenter

• Thrives creating order from complexity

• Strong problem solving skills

• Familiar with typical business critical systems: CRM, ERP, CLM

• Excellent communication, presentation and interpersonal skills

• Strong work ethic and ability to operate with high velocity

You will love this job if you: 

• Love solving open-ended operationally complex customer problems

• Enjoy being in a high paced, customer-facing role

• Thrive in small, cross-functional teams

• Are excited to learn about cutting-edge AI in Enterprise

• Looking for a role where you can help define best practices and processes