Senior Implementation Manager

Hearsay Social New York , NY 10007

Posted 2 weeks ago

What are you looking for in your next company? An open, friendly culture? The ability to impact the business in critical ways? Smart application of an excellent tech stack? Real diversity? Rock-solid products? If these matter to you, we have some great things to talk about.

Hearsay Systems is looking for a Senior Implementation Manager to join our team!

As a Senior Implementation Manager, you are an integral part of Hearsay's Solutions Delivery team. You will be leading and handling technical deployments of the Hearsay solution to customers - from small to large scale, and across multiple products. If you enjoy building and maintaining positive relationships with customer contacts and you love partnering closely with teams to drive adoption, then this is the right opportunity for you!

Who is Hearsay?

Hearsay Systems leads the field in offering sophisticated client engagement products to companies within the financial services vertical. Founded in 2009 and helmed by Clara Shih, we are a tightly knit and dedicated group that passionately believes in our products, our people, and our culture. Our products engage customers across Facebook, LinkedIn, Twitter, and Instagram, email, text, and voice. And every product syncs beautifully to Salesforce, Microsoft Dynamics, and other CRM systems.

Hearsay is used by more than 150,000 financial advisors and insurance agents. Our clients include Morgan Stanley, Goldman Sachs, Wells Fargo, JP Morgan Chase, Prudential, New York Life and Allstate. We enable them to get a real-time pulse of field conversations and to trigger more effective targeted advisor-client outreach with AI-optimized calls, text messages, email follow-ups, and social media interactions.

We love working here, and we hope you will too!

What you will accomplish:

  • Manage deployments of Hearsay, acting as a technical liaison between the customer, Engineering, and Customer Success.

  • Understand and assess customer requirements for initial rollout, ensure customer satisfaction through clear communication and expectation management.

  • Develop a trusted advisor relationship with customer contacts; as the technical voice of authority, ensure alignment of deployment activities to ensure customer realizes the full potential of Hearsay Social.

  • Manage multiple clients and projects/tasks at a time.

  • Maintain technical knowledge and product expertise in all aspects of the Hearsay Social solution.

  • Determine solutions and workarounds to complex business problems.

  • Meet with key project owners at our most strategic accounts.

  • Keep a pulse on all of your customers that are in the deployment phases.

  • Educate Hearsay administrators on best practices to improve usability and productivity.

  • Influence the product roadmap by distilling and prioritize customer feedback into specific feature requests.

  • Interact with the cross-functional teams at Hearsay, including Sales, Engineering, Marketing, Product Management.

About you:

  • BA/BS degree, 5+ years relevant work experience.

  • Strong process orientation - experience leading complex SaaS project implementations or technical software deployments for Enterprise customers.

  • Excellent written and oral communication skills.

  • Effective at delivering presentations to technical and non-technical audiences.

  • Ability to navigate complex customer organizations effectively.

  • Understanding of how social and digital tools drive business value and ROI.

  • Aptitude and curiosity to solve problems, analyze root cause and identify corrective actions to prevent recurrence.

  • Understanding of SSO (SAML) fundamentals and web integrations are a strong plus.

OUR COMMITMENT TO DIVERSITY AND INCLUSION: At Hearsay we believe that diverse teams are the best teams. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Senior Implementation Manager

Hearsay Social