At Skala, we are partnering with a global leader in the cloud-based, all-in-one SaaS marketing and sales technology sector. Our client supports a rapidly growing international community of over 2 million businessesranging from marketing agencies to entrepreneurs and small enterprisesby providing an integrated platform that streamlines operations and drives digital growth. Operating across 15+ countries in a 100% remote-first environment with over 1,500 team members, they cultivate an innovative, collaborative culture dedicated to making a high-scale global impact.
Listen to and fully understand customer requirements and pain points, translating them into actionable implementation plans.
Develop, coordinate, and execute implementation, upgrade, and conversion project plans, task schedules, and resource allocations to ensure on-time delivery.
Design, create, and manage application deployments, software integrations, and data migration strategies.
Deliver implementation services within scope and proactively manage any scope or project plan modifications.
Identify potential risks and collaborate with leadership to build effective contingency plans.
Work across internal departments to ensure clear communication of customer needs and business objectives.
Follow up relentlessly with lagging or non-engaging accounts to drive successful software implementation.
Assist in conducting educational webinars, client workshops, and training sessions.
Stay up to date with new product features, platform enhancements, and technical releases.
Identify opportunities to streamline procedures, boost account revenue, and improve overall product efficiency.
Create and update customer journey playbooks, SOPs, and transition frameworks.
Apply technical acumen to transform strategic plans into functional, workable solutions.
Monitor, anticipate, and exceed customer adoption and usage metrics, including renewals and Net Promoter Scores.
Analyze approved customer content to build structured transition and migration plans.
Advise customers on best practices, risk management, and changes impacting institutional processes and timelines.
Drive consulting milestones and ensure adherence to agreed-upon implementation schedules.
Provide guidance to resolve critical and outstanding technical or operational issues during implementation.
Actively lead consulting engagements and facilitate collaboration between internal functional teams and clients.
Handle basic support requests during the active implementation phase.
Establish strong rapport with new accounts to foster enthusiasm and set them up for long-term success.
Continuously seek opportunities to optimize onboarding delivery and cross-train with other customer success functions.
