Serve as the designated technical authority and provide expert guidance to customers
About Cascade
We are the world's #1 strategy execution platform. We help over 25,000 teams around the globe turn their visions into reality by providing them with a place where to analyze their business performance, build and execute dynamic strategies, and deliver the most impactful initiatives cheaper, faster, and better.
Our customers are leaders in their industries, redefining the world as we know it. From battling the AIDS epidemic and establishing a supply chain for COVID-19 vaccines, to building the world’s fastest Formula One car, Cascade has been a critical component in driving their success.
We are a team of over 100+ passionate Cascaders, dedicated to building the future of strategy execution. We are rapidly scaling up and aspire to have Cascade in the hands of millions of people, empowering them to drive alignment, business observability, and focus within their organizations.
About the role
As a Customer Implementation Manager for Cascade, you will be the technical expert and advisor for Fortune 500 companies and large businesses working to transform their operations through strategy execution. You will design, propose, and implement the Cascade SaaS Platform, provide best practice guidance, and help secure customer deployments. In this role, you will work closely with the customer success managers and pre-sales teams to ensure successful technical onboarding and support for your customers. As part of the customer success team, you will work closely with the customer success managers, product team, and sales to ensure successful technical onboarding and support for your customer. You are their day-to-day technical contact, building relationships with our customers and driving outcomes, adoption, and time-to-value across our customer base.
This is a fully remote position and we will consider candidates anywhere in North America.
Responsibilities:
Serve as the designated technical authority and provide expert guidance to customers
Advise customers on strategy execution best practices and guide their implementation and adoption of the product in business operating rhythms
Assist with custom integrations and provide an overview of product integration opportunities within customer tech stack
Act as an advocate for your customers, providing guidance on the product roadmap and process improvements
Ensure customers are maximizing their return on investment with the product
Identify and mitigate risks in partnership with the account team
Educate and provide guidance to customers and evangelize the benefits of the product
Develop a playbook for common technical challenges faced by customers and common objectives for solving their issues
Partner with regional customer success managers to complete new customer technical onboarding activities
Proactively address customer needs and desired outcomes by guiding them through their deployment journey while showcasing the value of Cascade
You will help drive product adoption and time-to-value by providing guidance and best practices at critical points throughout the customer lifecycle.
Qualifications:
6+ years of Customer-facing experience at a high-growth SaaS, B2B, or B2C product company.
Excellent written and verbal communication skills
Strong organizational and time management skills
Proven track record of working with customers in a technical role, including managing customer escalations and balancing customer expectations with design and business requirements
You are excited to build processes from the ground up in a fast-paced, startup environment.
A strong commitment to rigorous, quality-driven process methods.
An enthusiasm for working with our customers to help solve problems as we define a new category.
Data-driven; you are able to spot trends while troubleshooting, measure customer happiness, and create success metrics.
Keen on spotting human-driven trends that could be automated and/or
enhanced, by introducing technology.
Ability to comprehend and explain technical concepts, to a variety of audiences.
