Implementation Manager, Client Services - Bigart Ecosystems, LLC

Based in the heart of Bozeman, Montana, Wisetail builds Learning Management Systems for innovators who, like us, know a people-first culture is the most important driver of success in the modern workforce.

Our software gives millions of users the chance to learn and develop in an engaging environment and our platform is crafted to meet the unique needs and challenges in today's workplace. That's why so many of today's leading brands-including Shake Shack, Ben & Jerry's, American Eagle, Cheesecake Factory, Einstein Bros, and many more-use Wisetail's LMS every day.

About the role:

Wisetail is actively seeking an Implementation Manager(IM) to remotely join the Client Services Team. The ideal Implementation Manager (IM) candidate willdrive 100% client retention by providing exceptional hospitality, training, and consulting to new clients going through onboarding and implementation. The IM makes it a point to understand each client's corporate ecosystem in order to know what role Wisetail plays within the company and to make a direct connection between the client's strategic goals and how the LMS is implemented.

The IM takes time to understand the "Why" behind the client's decision to buy an LMS from Wisetail in order to create a project and training plan that will deliver on the client's objectives. The IM sets up the client-Wisetail relationship for success by delivering a seamless onboarding experience and building the foundation for a solid, trusting relationship.

As an extension of the client's L&D team, the IM understands the client's goals and, as a trusted consultant, provides best practices and recommended solutions to the challenges they face. This person has the ability to build strong relationships and believes that all problems can be solved. They find the 'yes' for clients while setting clear expectations and acting in the best interest of Wisetail.

The IM brings a friendly, knowledgeable face to the relationship with the client and owns the client's overall experience with Wisetail, identifying and acting upon ways to maximize the value that the client gets from Wisetail's products and services with each interaction.

How you will make an impact at Intertek Wisetail:

• Plan, execute, and manage a portfolio of implementation clients with projects in different stages.
• Provide clients with a comprehensive project overview and necessary resources to ensure they are comfortable and confident in the implementation process.
• Train clients on LMS functionality and Wisetail best practices.
• Make recommendations for system configuration, content strategy, and integrations based on client's use case.
• Identify opportunities to sell professional services projects.
• Create and maintain both internal and external-facing educational content about LMS functionality, FAQs, user guides and additional help resources. Document processes and answers to frequently asked questions to help clients and internal teams be self-service.
• Facilitate an absolutely seamless transition from Sales Engineer to Implementation Manager to Account Manager.
• Ensure clients are aware of new features, important announcements, and opportunities to learn and engage with Wisetail (including, but not limited to events, webinars, new help resources, etc).
• Understand, actively monitor, and communicate overall client health based on established metrics. Create engagement plans to improve health of at-risk implementation clients.
• Identify opportunities for account growth; ensure Account Managers are aware of future opportunities for account growth.
• Partner with internal cross-functional teams to remove roadblocks to implementation.

What it takes to be successful in this role:

• Bachelor's Degree with a minimum of 2 years in a client-facing role.
• A minimum of 2-3 years of project or program management experience.
• Passion for hospitality and a never-ending hunger to learn more about technology, user experience, training, and L&D.
• Proven ability to take initiative, research, and solve problems.
• Exceptional customer service, interpersonal and communication skills over the phone, in email, and in person.
• Experience developing Learning & Development content and facilitating live training
• An empathetic and analytical mindset, skilled at understanding and advocating for multiple stakeholders and interests.
• Comfortable working under pressure in and adapting to an ever-changing environment.
• Talented at managing multiple projects from start to finish; prioritizing competing needs, setting appropriate expectations and delivering on deadlines.
• Excitement to work in an open and collaborative environment.
• Occasional travel is required.

Pluses:

• Experience in working in a technology/software environment
• Account management experience.
• Familiarity with ticketing systems and project management tools.
• Confidence in presenting to groups.
• Bilingual in Spanish.

Intertek is a world leader in the $250 billion Quality Assurance market, with a proven, high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. At Intertek, we exercise our spirit of innovation, the passion of our people and our unmatched customer commitment to realize our purpose of making the world an ever better, safer, and more sustainable place for all. Learn more about Our History and What We Do .

What we have to offer:
When Working with Intertek , you can expect salary and benefit package competitively placed within the local market, including medical, dental, vision, life, disability, 401(k) with company match, tuition reimbursement and more.

Intertek is a drug-free workplace. As a condition of employment, all hires are required to pass a pre-employment drug test.

Intertek believes that Our People are our strongest tool for success. We are an Equal Opportunity Employer and do not discriminate against applicants due to veteran status or on the basis of disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, or gender identity.

For individuals with disabilities who would like to request an accommodation, or who need assistance applying, please email hr.eeo@intertek.com or call 1-877-694-8543 (option #5) to speak with a member of the HR Department.

#LI-Remote
#LI-DR1Intertek is a leading Total Quality Assurance provider to industries worldwide. Our network of more than 1,000 laboratories and offices in more than 100 countries, delivers innovative and bespoke Assurance, Testing, Inspection and Certification (ATIC) solutions for our customers' operations and supply chains. Working at Intertek means joining a global network of state-of-the-art facilities and passionate people who deliver superior customer service with a purpose of bringing quality, safety, and sustainability to life.