Implementation Manager

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation?

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.
• We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022.
• Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.
• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.
• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.
• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
• Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback
  
  
  

SaaS studies show that 30% of customer churn can be attributed to poor customer implementation. That is why the Implementation Manager (IM) role is so crucial to Reputation and their enterprise customer’s experience. As a member of the Professional Services organization, you are responsible for the first step in the customer journey. You will work closely with Solutions Architecture and Customer Success departments and you will interface with new and upsell customers leading their implementation journey; efficiently and effectively ensuring configuration and onboarding success, preparing our clients for the next phase of their journey.

Responsibilities

• Identifying and understanding your projects’ individual goals and drivers for the Reputation platform
• Strategically consult with customers to define implementation plans that are designed to streamline the customers time to value
• Work with multiple stakeholders within your projects for gathering the required data for onboarding. Including consulting with users to determine system functional specifications.
• Guide Implementation Specialists in configuration of our software through design, development, documentation, and testing to bring maximum value to each customer’s unique use case.
• Working closely with Project Managers, Implementation Specialists, Solutions Architecture, Engineering and Support capture and communicate requirements for configuration
• Manage client onboarding experience using approved project management solutions, successfully completing the implementation phase prior to transitioning the Client to Customer Success
• Be the main contact point for Clients providing project status updates and driving completion of the setup, and implementation of purchased solutions
• Be responsible for 25-35 projects simultaneously
• Additional duties as assigned
  
  
  

Qualifications

• Minimum 2+ years of customer facing experience in an implementation, customer success, project management or customer support role
• SaaS experience a huge plus
• Bachelor’s degree or equivalent work experience required
• Highly organized, self-driven and eager to provide a superior customer service experience
• Key to this role is being able to guide the customer to value and work within a project timeline
• Able to be the trusted advisor and coach, it falls to the IM to apply the Reputation.com software to achieve the customers strategic business goals
• The successful candidate must have excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressure
• Knowledge of Salesforce.com, Microsoft or Google Suite of software, and teleconferencing programs (Zoom, Google Meets, etc.) preferred
• Able to manage a project consisting of individuals and maintain timelines, this will consist of working across disciplines including Professional Services, Data Science, Client Success Managers, and Global Support Delivery teams in multiple countries worldwide.
  
  
  

When You Join Reputation, You Can Expect

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.
• We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
• At Reputation, we’re committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute.
  
  
  

Additionally, we offer a variety of benefits and perks, such as:

• Flexible PTO for salary paid employees
• Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1
• 10 paid company holidays
• 4 company paid , “Recharge Days,” which are wellness days off for the entire company
• Health, dental and vision insurance
• 401k
• Paid Parental Leave for all eligible employees as of day 1 of employment
• Employer paid short and long term disability and life insurance
• Employee Assistance Program (EAP)
• Access to a wide variety of unique perks and apps:
• PerkSpot - Employee Discount Program
• Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options
• Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support
• Omada - Virtual prevention and physical therapy program
• Ladder -Life insurance to supplement outside of employer offering
• SoFi - Financial wellbeing platform and 1:1 advice
• Fetch - Pet insurance discount program
• Spring Health for Guardian - Virtual mental health support
• XP Health for Guardian (virtual eye-wear platform)
  

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.