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Implementation Manager

We’re looking for an experienced Implementation Manager to join our Professional Services team!

As an Implementation Manager, you are an integral part of Hearsay's Professional Services organization. You will be leading and handling technical deployments of the Hearsay solution for customers - large and small as well as across multiple products. If you enjoy building and maintaining strong relationships with customer stakeholders, typically within Marketing and IT organizations, are passionate at driving product adoption by partnering closely with internal teams -Customer Success, Product Development - then this is the right opportunity for you!

Founded in 2009, Hearsay Systems is reinventing the human-client experience in wealth management, property and casualty and life insurance. The Hearsay Client Engagement Platform empowers over 200,000 advisors and agents to authentically and intelligently grow business relationships by proactively guiding and capturing the last mile of digital communications. The world’s leading financial firms—including Allstate, New York Life, Morgan Stanley, and Charles Schwab—rely on Hearsay’s SaaS platform to scale their reach, optimize sales engagements, and deliver exceptional client service in a consistent and compliant manner. 

We are a tight-knit and dedicated team that passionately believes in our products, our people, and our culture. Our products help advisors and agents scale personalized customer engagements across social media (Facebook, LinkedIn, Twitter, Instagram), websites, text, and voice.

Headquartered in San Francisco, Hearsay has a globally distributed team with members in San Francisco, Seattle, New York, Toronto, London, Budapest and Manila and is backed by Sequoia Capital, NewView Capital, and Salesforce Ventures.

About the role:

  • Manage deployments of Hearsay products, with clear client communications along the way around deployment status, issues and risk management etc.
  • Understand and assess business and technical requirements for initial rollout, work with customer teams to jointly establish deployment plans
  • Partner with clients in solving for integrations with other standard enterprise systems (Archival systems, SSO etc.) as part of deploying the Hearsay platform
  • Come up with solutions and workarounds to client-specific challenges
  • Develop a trusted advisor relationship with customer contacts; as the technical voice of authority
  • Educate client administrators on best practices to improve usability and productivity of the platform.
  • Ensure alignment of deployment activities to ensure customer realizes the full potential of Hearsay Social.
  • Ability to effectively prioritize and manage multiple clients and projects at any given time
  • Maintain technical knowledge and product expertise in all aspects of the Hearsay Social solution.
  • Work effectively across various go-to-market and product teams at Hearsay, including Sales, Customer Success, Engineering, Marketing, Product Management etc.
  • Influence product roadmap by distilling customer feedback into specific feature requests along with estimated business value
  • About you:

  • BA/BS degree, 3+ years relevant work experience in client-facing, Technical Support or Software Development services organizations
  • Experience deploying complex SaaS products for Enterprise customers with a strong process orientation
  • Excellent written and oral communication skills and ability to liaise effectively with both technical and non-technical client stakeholders.
  • Aptitude and curiosity to solve problems, analyze root cause and identify corrective actions to prevent recurrence.
  • Understanding of SSO (SAML) fundamentals and API-based integrations
  • Flexibility with changing job duties and responsibilities
  • Basic project management skills including estimating, planning, tracking and change management
  • Basic understanding of social and digital marketing concepts
  • Bonus points for any experience using one or more scripting languages like Python, PHP etc.

  • 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.