Flowcode is the offline to online company, building direct connections for brands and consumers. By unifying data-driven design with the latest in QR technology, Flowcode enables contactless connection with speed, security and ease. Privacy compliant, ultra-fast scanning, and designed with intention, Flowcode is the number one trusted QR provider. Our companion product, Flowpage, organizes your digital footprint in one mobile-first landing page, creating a seamless experience to more deeply connect with audiences while tracking real-time analytics. Paired together, our tech allows consumers and creators to connect the real world to the digital world instantly and magically. Flowcode is currently used by more than 60% of the Fortune 500.
As the Implementation Manager, you will be responsible for developing scalable processes and ensuring the successful onboarding of new clients onto our platform. This role requires a strategic thinker who can design and manage processes while also acting as a hands-on leader who drives successful customer outcomes.
Your responsibilities:
Implementation Strategy and Process Development:
- Collaborate with GTM teams to develop service offerings and implementation packages tailored to specific use cases, ensuring alignment with customer needs and business goals.
- Design and implement scalable onboarding and implementation processes tailored to different customer segments (Enterprise, Mid-Market, SMB).
- Collaborate with Customer Success, Sales, and Product teams to streamline the handoff from sales to implementation.
- Develop project management frameworks that ensure timely delivery and exceed customer expectations.
Customer Onboarding and Success:
- Ensure the successful onboarding of new customers by overseeing the configuration, training, and deployment of our software.
- Act as a trusted advisor to customers, helping them maximize the value of our platform from day one.
- Manage client escalations and troubleshoot complex implementation issues.
Cross-Functional Collaboration:
- Partner with the Product team to communicate customer feedback and contribute to the development of new features and improvements.
- Work closely with Sales to ensure proper alignment and smooth transitions for new customers.
- Collaborate with the Customer Success team to establish clear goals and milestones for post-implementation success.
Data Manipulation, Analytics, and Reporting:
- Ensure accurate data configuration and reporting for clients during the implementation phase, including manipulation of customer data to align with platform requirements.
- Define key performance metrics to measure the success of the implementation team (e.g., time-to-value, customer satisfaction, implementation completion rates).
- Provide regular updates and reporting to senior leadership on team performance and customer implementation health.
- Maintaining robust records and updates in our CRM
Continuous Improvement:
- Identify and implement process improvements to increase efficiency and reduce time-to-value for new customers.
- Stay current with industry best practices and tools for implementation and onboarding.
Your skills and experience:
- A strong educational background and track record of relationship management
- 3-5 years in implementation, customer success, or related roles within a B2B SaaS environment.
- Strong technical skills with hands-on experience in data manipulation, including Excel, and API integrations.
- Proven experience building and scaling implementation teams from the ground up.
- Excellent leadership, coaching, and people management skills.
- Strong communication and stakeholder management skills, with the ability to influence across departments.
- Ability to thrive in a fast-paced, evolving environment and manage multiple priorities.
- Unmatched organizational and prioritization skills across multiple projects
- Experience seeking out and leveraging feedback to improve processes on a regular, recurring basis
- An interest in the Flowcode product and suite of offerings
- Exposure to and familiarity with CRM tools (HubSpot preferred)
Founded by the former CEO of AOL and President of Google Americas, we are a team of large company executives, startup founders, engineers, scientists, artists, and designers - who are all data obsessed. Flowcode is always looking to increase our potential as a company. We are focused on building a powerfully diverse workforce, not just because it is the right thing to do but because it expands the potential of our team exponentially.Flowcode has been committed to growing a team with diverse backgrounds, capabilities, and perspectives since Day 1.
We will always celebrate that which makes us each unique and therefore take equal opportunity seriously.We have a hybrid work culture with our headquarters located in Soho, NYC.
