Onboarding Specialist (MXC)
AlertMedia
Do work that matters.
At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.
Our values which reflect our view on what’s important and what’s right include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.
AlertMedia is looking for a customer-focused Implementation Manager who will take immediate ownership of our SMB customer relationships as they begin their AlertMedia customer journey. The Implementation Manager serves as a product expert and project manager throughout a scaled experience. As part of AlertMedia’s larger Customer Success team, Implementation Managers believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals. They are determined to navigate customers through a successful deployment, driving time to value and ensuring a seamless post-implementation handoff to the Customer Success Manager.
As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!
Who you are:
You are an accomplished Implementation Manager with proven success in effectively implementing and onboarding a project or software with SMB customers. You naturally approach situations with a solution-driven mindset and embrace a hybrid approach of enabling customers with hands-on and self-service training formats. You are comfortable balancing different customer goals, resources, and timelines with the ability to fiercely prioritize across a high volume of customers. You are a dedicated customer advocate and enjoy working cross-functionally to drive immediate value and develop innovative solutions for our varied customer base.
What you get to do every day:
- Act as the primary owner of dozens of concurrent SMB customer implementations
- Lead initial customer kickoff meeting, initiating conversation on goals and setting mutually agreed upon expectations for the implementation project and timeline
- Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted
- Clearly communicate action items across internal and external teams and provide regular project updates to the customer
- Sensitively manage and interpret data, consulting on data imports and automations
- Strategize with the larger Customer Operations team to provide industry-specific best practices and proven AlertMedia solutions, accounting for customer goals and use cases
- Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions
- Diligently manage implementation milestones and overall project status internally in Gainsight
- Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM handoff once the customer is deployed
- Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve and scale the SMB implementation experience
- Contribute to AlertMedia’s culture, values, and vision for the future
What you bring to the role:
- 3+ years’ experience as an Implementation Manager/Customer Success Manager/Project Manager
- 1+ years’ experience guiding customers through the implementation lifecycle in a SaaS company
- Experience using a CRM system such as: Salesforce, Gainsight, HubSpot, Zendesk
- Desire to work with a high volume of customers and range of customer profiles
- Excellent project management skills with proven ability to prioritize competing tasks
- Must have strong English language skills – written and verbal
- Strong listening and creative problem-solving skills
- Self-motivated and action-oriented, yet willing to work within a team environment
- Enthusiasm in collaborating with all members of our team (Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering)
- The aptitude to learn and be coached
- This is a hybrid role, 2 days a week in the Reforma area of Mexico City where you'll get to collaborate with other Customer Operations, Engineering and Product Engineering team members
Why you’ll love working at AlertMedia:
- Competitive Base Salary
- Annual Company Bonus
- 100% paid Medical, Dental, and Vision benefits for employees
- Christmas Bonus (Aguinaldo)
- Holiday and Vacation Days
- Additional Vacation Bonus
- All computer equipment provided to our employees
- Amazing rewards and incentives – we love celebrating each other
- A Best Places to Work company 8 years in a row and numerous other awards
- Ongoing career development opportunities through our Learning & Development team - we love investing in our people!
About AlertMedia:
AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries.
We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.
Come join us in our mission to save lives and minimize loss through effective communication.
By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/