CustomerGauge

Compensation

Full Description

Salary: Job Summary: We are looking for a proactive and detail-oriented Implementation Specialist to join our Account Services team. The ideal candidate enjoys teaching and training, is analytical and comfortable working with data, thrives on managing multiple projects, and is always one step ahead to ensure customer success. An analytical communicator and problem solver, passionate about CX, eager to contribute in SaaS, and curious about the role of AI in transforming CX. The successful candidate will partner closely with customers to educate, configure, and deploy solutions, while guiding them in adopting best practices and reaching key Implementation milestones. If this sounds like you and you have a desire to do something amazing with an incredible global team, how about we talk? About CG: CustomerGauge is the leading Account Experience software vendor, recognized as number 1 in b2b Voice of Customer by Gartner, and our Account Services team is looking for an Specialist to implement new customers and support rollouts with some great accounts including Heineken and Coca Cola. As you can guess, drinks are part of the package! Lets talk about the role: Inspiring key contacts at these accounts is part of this role - feed in best practice from other customers, challenging them to improve their metrics, and retain their customers better. Additionally, youll be responsible for the following areas. System set-up • Recommend, Manage, validate, and adjust data settings based on customer needs • Youll work with customers to interpret their key metrics and make sense of their dashboards, turning data into actionable insights • Work closely with customers to streamline and automate their systems, helping them connect tools like CRMs or SSO • Support customers end-to-end in building and testing branded campaigns aligned with best practices Project Management • Coordinate customer implementations and multiple rollout projects simultaneously, balancing planned milestones with ad-hoc requests • Create and maintain project timelines, clearly defining deliverables, responsibilities, and deadlines • Weekly tracking and reporting on project status, highlighting progress and potential risks - communicated internally and externally • Serve as the voice of the customer by channeling feedback, priorities, and requirements to other internal teams (Strategic Account Management, Product), ensuring alignment and continuous improvement during onboarding Education and Process Enhancement • Constantly propose improvements to enhance processes • Co-develop educational materials that both address proactive teaching and tackle Frequently Asked Questions in a scalable manner • Keep existing processes, checklists and education materials up-to-date with new developments Your regular metrics are based on our core milestones for implementation: speed of education adoption, data integrations, campaign launch and close the loop activities in your accounts. But it does not stop there; you are evangelist, culture carrier, educator, communicator, able to understand technical questions and communicate solutions. Maybe youll be on one of our podcasts talking about what you do or perhaps youll write up your tips and tricks on LinkedIn. Why us? Our mission; we're helping our clients create better Account Experiences for their clients. Such a simple thing, but with our large b2b clients we're having a massive impact on the world. Have you had a great experience with a company recently? It's possible CG had a lot to do with it. We are a diverse organisation that celebrates differences. Started in Amsterdam, our multicultural approach means we currently have more than 10 languages and nationalities. And theres something about working on a global team where you can connect with a sales member locally all the way to the product manager in Amsterdam on any given day. Update your passport because youll likely have to travel! Benefits youd expect: competitive salary, occasional travelling to our other offices or going on customer visits. This is a full time remote position, with working hours aligned to the US East Coast time zone. Youll also be required to travel occasionally. Who you are: • 12 years of experience in project management, customer success, customer support, and/or account management • A fast learner who can work independently and as part of a team, and take ownership of projects • Has exceptional communication skills and comfortable presenting to key stakeholders within your accounts • Enjoys interacting with customers and continuously strive for their success while being commercially minded • Comfortable working both independently and as part of a team • Thrive in a dynamic constantly evolving high tech environment • Multi-task, change priorities and organise. Willing to support internal projects that contribute to the growth and efficiency of the company. • We like: hard workers, team players with a can-do attitude • Language skills: English and Spanish, but we also encourage Portuguese speakers to apply • Located and able to work US East Coast hours Benefits: Excellent employment terms, including: A competitive salary for a 40 hour work week Health insurance (Medical, Dental and Vision: contribution plan from company) 401K plan, no employer contribution Participation in the SAR Plan Unlimited vacation days - subject to manager approval Macbook provided for the use during Employment Period Why Join Us? - Gain hands-on experience in a dynamic and supportive environment. - Opportunity for career progression within the organisation. - Work with a collaborative team dedicated to professional growth and customer satisfaction. Equal Opportunity Employer: CustomerGauge is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.