Implementation Manager
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Job Description
Implementation Manager onboarding Latin American universities onto Symplicity’s higher education technology platform. Managing configuration, training, client projects and regional stakeholder relationships.
Responsibilities:
- Own client onboarding end to end, including project plan, system configuration, data/integration coordination and training
- Become a subject matter expert in Symplicity solutions and how LAC institutions use them
- Run client workshops in Spanish, English or Portuguese as needed, mapping solutions to client business requirements
- Manage multiple client projects simultaneously, ensuring deliverables and timelines are met
- Ensure configuration, content and training materials reflect local language, regulations and higher education practices
- Build trusted-advisor relationships and maximize client value and ROI
- Assess client risk and coordinate solutions to ensure high client satisfaction
- Identify upsell and cross-sell opportunities with Account Executives and Client Success Managers
- Develop and share client success stories and case studies with the marketing team
- Encourage client feedback through webinars, regional events and feedback sessions
- Support operations on client issues, invoices and new sales quotes
- Advocate for clients with internal Support, Technical, Engineering, Marketing and Sales teams
- Perform other assigned duties
Requirements:
- Bachelor’s degree
- 3+ years of experience in implementation, onboarding, project management or client success, ideally with a SaaS product
- Knowledge of how Higher Education operates in Latin America (e.g. university structures, career services, internships, graduate employability and the student journey)
- Professional fluency in Spanish and English, verbal and written
- Able to run implementation/onboarding projects with multiple clients at the same time
- Strong attention to detail and problem-solving skills
- Confident coaching client teams on product functionality and leading workshops and training sessions
- Personal initiative, self-motivated and comfortable working remotely
- Team player, cooperative and flexible, with ethical business standards
- Outgoing, high energy and friendly, with a strong interest in the Higher Education space
- Based within the LAC region, with working hours that overlap US Eastern Time
- Experience working in the Higher Education/EdTech sector in LAC (preferred)
- Portuguese (nice to have)
- Experience with career services, student engagement or CRM platforms and system integrations (nice to have)
- Project management certification (e.g. PMP, PRINCE2) (nice to have)
Benefits:
- Equal opportunity employer
- Inclusive, diverse, and collaborative workplace
- Opportunity to contribute and grow
- Employment contingent upon successful completion of background and reference checks and validation of work authorization
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