Implementation Consultant

WHAT YOU’LL DO

As an Implementation Consultant, you will own the critical early phase of the customer lifecycle, onboarding Braze’s new clients, and working with Customer Success Managers & Agency Partners to deliver great results. You will be responsible for rapidly understanding each client’s business requirements and managing the program delivery, driving them to realize a fast time-to-value from their investment in Braze as efficiently as possible. You will be expected to manage your own book of business while supporting Agency Partners with theirs.

Core Objectives:

• Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers
• Support Agency Partners as they execute their own onboardings of Braze customers
• Collaborate with internal technical resources to empower and train customers to use Braze’s platform and powerful features as efficiently as possible
• Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
• Coordinate effectively with client agencies and third parties to drive desired outcomes
• Help drive early adoption, setting KPIs and success metrics for ROI
• Advocate customer business use-cases to product development
• Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after onboarding
• Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding
• Effectively deliver engaging enablement training and workshops
• Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations

WHO YOU ARE

• 3 - 5 years managing complex implementation projects across multiple senior client stakeholders at a SaaS company or similar
• 3 - 5 years managing complex programs in a related area, for example Consulting, Onboarding, Customer Success, Implementations, Project Management, or Technical Solutions
• Proven track record of effectively collaborating with external Partners/Agencies
• Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc)
• Fluent in English and Spanish/Portuguese
• Good communicator with strong influencing skills
• Strong problem solving skills and ability to manage conflicting priorities
• You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
• High level of intellectual curiosity
• You have technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)

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