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Implementation Specialist

Implementation Specialist

TotangoUnited Kingdom
10 days ago
Job type
  • Full-time
Job description

About Totango

Totango + Catalyst have joined forces to build a leading customer growth platform that helps businesses protect and grow their revenue. Built by an experienced team of industry leaders, our software integrates with all the tools CS teams already use to provide one centralized view of customer data. Our modern and intuitive dashboards help CS leaders develop impactful workflows and take the right actions to understand health, prevent churn, increase adoption, and drive expansion.

Position Overview

We are looking for a detail-oriented self-starter to join our team. You will partner with our customers, a Catalyst / Totango Success Engineer, and an Implementation Manager to implement our Customer Success Platform. Your focus will be on delivering value within the first 45 days. You will directly assist in several implementations simultaneously - delivering excellent customer experience, driving foundational product adoption, and leading cross-functional efforts. Our customers will look to you to recommend best practices, provide detailed project plans, and act as a product and Customer Success liaison to help them achieve their strategic goals. If you enjoy multitasking, liaising between department stakeholders and customers, and understand how to translate requirements into powerful workflows, this is the role for you.

What You’ll Do

  • Assist an Implementation Manager and Implementation Success Engineer in implementing Catalyst / Totango for a wide variety of customers across the globe with a focus on ensuring adoption and health post-launch.
  • Create prescriptive project plans with the assistance of an Implementation Manager which clearly address scope, phasing, milestones, and task ownership.
  • Lead product trainings, guide customers in building high-impact workflows, and assist in researching and providing best practices.
  • Collaborate with cross-functional teams (e.g. Engineering, Product, Design).

What You’ll Need

  • 2+ years experience in a client-facing role, preferably in implementation or project management (onboarding experience preferred).
  • Ability to articulate confidence, experience, and comfort when working with clients.
  • Insatiable curiosity; when a new product comes out, you are often the first to dive in and learn how it works.
  • Experience with CRMs, product analytics, cloud data warehouses, support ticketing systems, CSPs, and other customer success tools will be highly valuable.
  • Strong communication and organization skills; translating technical speak comes naturally to you.
  • Comfort working independently, self-teaching, and a desire to build and document processes.

    • Why You’ll Love Working Here!

  • Highly competitive compensation package, including equity - everyone has a stake in our growth.
  • Comprehensive benefits for you & your loved ones.
  • Generous vacation policy, encouraging you to take the time you need - we trust you to strike the right work / life balance.
  • Monthly Mental Health Days and Mental Health Weeks twice per year so you can relax and do your work as your best self.

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