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Implementation Manager – Enterprise

RouteThis

This is a Contract position in Kitchener, ON posted August 16, 2020.

RouteThis is a funded start-up in downtown Kitchener whose time has come to level up and dominate the tech support industry.

We’re on a mission to help companies intelligently automate their support teams.

If you’ve ever had to call into tech support, and been frustrated by long call queues, unhelpful agents or unresolved issues, you know the pain that RouteThis addresses.

RouteThis is looking for an Implementation Manager
– Enterprise to join our rapidly growing Customer Success team.

This person will have overall ownership for successfully managing the client-facing launch of our best-in-class SaaS platform with a strong focus on driving high levels of customer adoption, retention, and satisfaction.

If you have experience working with large organizations to successfully launch and deploy software solutions and are looking to do it again for a growing company looking to disrupt the $15 billion WIFI industry we should talk In this role, you will: Own, manage and complete all aspects of the implementation of our service offerings to clients from post-sale through to post-launch adoption Develop a deep understanding of our customers, understand their business and their needs, and help them integrate and optimize support processes using the RouteThis solution Use your relationship building skills to navigate through customer organizations, identifying and influencing key individuals and getting around “blockers” and obstacles to accomplish your goals and achieve success Build and deploy training (remotely or in-person) for large teams (1000) of call centre agents and managers on how to effectively use RouteThis Configure the RouteThis platform to incorporate customer customization requirements Collect and analyze data to prove recurring success and growth for customers Build relationships with senior executives in our customer’s organization You bring to the table: 4 years of experience successfully implementing SaaS solutions for large organizations Experience using change management tactics and techniques to drive end user adoption Project management or program management skills
– you can manage many moving parts and deadlines in a deployment and are an expert at “herding cats” Ability to create and influence process changes within an organization during new tool adoption In your spare time you love gadgets, especially Wi-Fi gadgets
– you purchase the newest toys and fix their problems without calling into tech support.

Maybe you have a “smarter” house than most people Ablility to build strong, trusted relationships with key contacts The ability and willingness to travel internationally from time to time as required (USA, EMEA, APAC) University of college degree or diploma, ideally with a field of study in either sales, marketing, business, or a technical field of study Bonus points for: Prior experience in providing reports involving heavy data analysis (i.e.

to prove ROI) Prior role in management/leadership within an ISP or Smarthome call centre or experience in a similar call center environment Have taken courses in statistics at the college or university level Technical or light development background (for example basic HTML, CSS) Ability to maneuver around the politics of a company to get around “blockers” and obstacles to accomplish your goals and achieve success or You at RouteThis: More than just competitive salaries, RouteThis is building a great environment to work in and collaborate.

Please note, currently we operate 100% remote, but return to office will occur eventually.

Growth : As a rapidly growing startup we’re constantly facing new challenges and prefer to promote from within.

Starting at RouteThis you can jumpstart your career by controlling your destiny and being rewarded quickly for hard work.

Team : You’ll be working on a highly-motivated and supportive team full of the best Success, Sales, Marketing, and Engineering talent you can find.

We are carefully selective on who we hire as we’re a close team Casual Dress Code : “Casual Friday” is a thing of the past.

Our office culture is casual, comfortable and functional, and you should be too, every day of the week Fun : We never forget that work should also be fun We encourage our tightly-knit team to grow together.

We organize monthly team events that are a fun and exciting way to try new things or showcase some skills you already have, and enjoy some social time with your peers.

Generous Benefits package : Because we want you to be healthy inside and outside of work Vacation Time : Taking vacation is good for your health in a number of ways.

We make sure that you have the respective time you need to recharge.

Location : Located in downtown Kitchener, in the heart of Waterloo region, near a bus stop and LRT and transit hub, RouteThis has a prime location if you want to live downtown Please Note : We thank all applicants for your interest in RouteThis.

Only those applicants selected for an interview will be contacted.

Agency calls will not be accepted.

RouteThis is an equal opportunity employer.

Applicants who require reasonable accommodation to complete the application or participate in the recruitment process should email their request to careersroutethis.com.