Implementation Manager - US Timezone

About Rocketlane

Rocketlane is an exciting and fast-growing SaaS startup with a mission to deliver chaos-free, consistent, accelerated, and delightful B2B client project delivery across industries.

With its current focus on aiding B2B SaaS companies to simplify and deliver an impressive customer onboarding journey, the Company is fast emerging as a leader in the customer onboarding category. Rocketlane prides itself in enabling teams to provide a delightful onboarding journey that holds customers accountable, shortens time-to-value, and helps begin expansion conversations earlier (increases NRR) right from the first touchpoint with customers.

The company was founded in April 2020 by second-time entrepreneur trio - Srikrishnan, Vignesh, and Deepak. Previously, the trio built a successful in-app messaging (FreshChat) startup that was acquired by Freshworks (NASDAQ: FRSH) in 2015.

The Company has been recognized as a Leader by G2 in the Category of Customer Onboarding consistently, since its product launch in 2021 and has garnered globally from the likes of Clari, Uniphore, Observe.ai, Chargebee, 15five, Mixmax, Afterpay, Pave, GoCardless, Flatfile, Mosaic, Jirav, etc. In 2022, the Company has also been recognized as a Gartner Cool Vendor.

Rocketlane is now building a global and diverse workplace to empower passionate problem-solvers to innovate, collaborate, do their best work, and see the next phase of hyper-growth together.

The Company has raised $21M in capital ( we rapped about it !) from global VCs such as 8VC, Nexus Venture Partners, Matrix Partners India, and super angels like Gokul Rajaram, Girish Mathrubootham, and Clark Valberg, etc.

What s the opportunity

We are on the lookout for a dynamic, enthusiastic individual in the Customer Onboarding Team who builds a great rapport with customers and works closely with the customers helping them drive adoption and use of the Rocketlane platform. The hallmark of customer satisfaction is that customers feel we are customer-centric and you ll be the first person to ensure this is done at Rocketlane

What will I be doing

• Own and manage customer relationships from the point of sale through successful implementation

• Be a Rocketlane platform domain expert and set up customers for immediate success

• Work with sales, product, and support teams to ensure that each piece of the journey promotes a customer first environment at all times

• Be result-oriented and data-driven to actively track usage of the platform and drive ROI for customers. Analyze and showcase customer data to improve the user experience.

• Prepare videos, emails and phone calls to ensure that customers are supported during the onboarding and implementation process

• Understand the goals objectives of new customers and translate those needs appropriately through the implementation and onboarding process.

• Work closely with customers and their tech teams to fully integrate Rocketlane into their tech stack.

• Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process.

• Track and hit key implementation milestones and reduce roadblocks throughout the process

• Improving product or service adoption by educating users about the product best practices

• Ensure faster, smoother customer adoption and use of the Rocketlane platform and effectively showcase the ROI and time-to-value to the customers

• Flexible to work in the US timings.

What skills and experience do I need

• 5+ years experience in a customer-facing role at a SaaS company

• Strong organisational and analytical skills along with attention to detail

• Critical thinking and proven complex problem solving skills required along with comfort to learn new technologies

• Customer first mentality and enthusiasm to build customer loyalty

• Excellent written and verbal communication skills

• Ability to listen and empathise with customers

• Demonstration of good product and consumer thinking during his/her career

• Background in computing, telecom, mobile or digital media would be a plus.

What s in it for me:

• Great Opportunity: Rocketlane genuinely cares about everyone we hire. You ll learn new things and grow no matter how experienced you are while working with founders with more than 3 decades of collective experience in building significant B2B SaaS startups.

• Great Team: Work with a world-class, high-velocity team that truly embodies the values of empathy, curiosity and customer-centricity. Check out the MTT(Meet The Team) videos on our LinkedIn .

• Great Culture: An open, fun and exciting start-up culture that empowers its people to champion big problems with the freedom to think and innovate.

• Growth: You could easily and quickly transition into other sales roles you d like

• Impact: Be part of building a global, passionate team in a fast-paced, and growth-oriented environment with a work philosophy of being high on ambition, ownership and a bias for action.

• Monetary rewards and benefits: Competitive salary, Flexible leave policy, comprehensive health insurance for you and your dependents and more!