Technical Implementation Manager

Front App San Francisco , CA 94118

Posted 3 months ago

Email is the universal communication tool for work. It's where you discuss work, answer questions, and talk to all of your customers, vendors, and partners. But email wasn't made for business and hasn't evolved to help you work with a team. So you're dropping the ball, missing important context, and relying on many siloed apps that make you less productive as a whole.

With more than 5,000 customers and $79 million in funding from Sequoia, DFJ and others, Front is reinventing the inbox so people can accomplish more together. We've created one place where you communicate internally and externally, gain context about customers and projects, and access all your other tools so you can be more efficient, more fulfilled, and ultimately happier at work.

We're looking for a Technical Implementation Manager (TIM) to join our Client Onboarding Team within the Customer Success organization. As a TIM, you will work with our recently closed customers and ensure that our customers are implementing optimal workflows and integrating smoothly with our app; this includes spearheading conversations about deliverability, API, and email architecture with customers at various levels of a company. You will be responsible for making sure every task and project you work on is done within a timely manner and leads to a successful onboarding to help accelerate value and conquer change management. This position will work closely with Success, Engineering, & Product and is ultimately the main person responsible for technical conversations with customers.

What will you be doing?

  • Oversee the planning, tracking and completion of all program tasks throughout the customer onboarding process for technical configuration

  • Spearhead technical conversations with customer in partnership with the success team throughout the post sales cycle and communicate Front's infrastructure and technology to customers

  • Provide tactical solutions for strategic customers to provide optimal set up and workflow in Front

  • Partner closely with SE and platform team organization to develop proof of concept app's and help Front customers make the most of their integration deployments

  • Identify and understand implementation and configuration risks, coordinate with respective teams as applicable to mitigate and resolve

  • Communicate and influence on program planning, execution, and delivery for technical implementation components

  • Translate relevant, actionable information to be digestible by multiple audiences including but not limited to business owners, IT, and senior executives

  • Provide ongoing implementation and configuration progress to management using relevant reporting tools and dashboards

  • Build and maintain customer-facing technical collateral and training materials

  • Distill and communicate customer needs to the Product team

  • Project manage and advise technically on migrations from previous solution to Front

  • Build strong relationships with the client's technical & functional stakeholders from CTO, admin, engineers to understand business objectives and translate requirements into solutions

What skills and experience do you need?

  • Experience in a customer-facing technical role (i.e.solutions consultant/architect, email administration manager)

  • Expertise on Front's API and how to best deploy it for customers

  • Comfort explaining complex concepts to both technical and non-technical audiences

  • Outstanding written/oral/presentation skills; able to communicate at multiple levels within customer's organization (executives to analysts)

  • Strong interpersonal skills with the ability to build diverse relationships and influence collaborative decision making

  • Strong technical understanding of software systems at scale

  • Flexible and able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced environment

Bonus

  • Understanding of the technical architecture of e-mail

  • Experience in a SaaS business

  • Familiarity with the following systems: HTTP, HTML, email, MySQL, Javascript, node.js

  • Lead the design of customized extensions of Front and execute on buildouts

  • Experience building scripts and tools to expedite the onboarding of customers

  • Experience architecting technical solutions that are not supported out-of-the-box

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.


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Technical Implementation Manager

Front App