Customer Experience Implementation Partner

WHO ARE WE:

Sounding Board is the first Leader Development Platform designed to bridge the leadership gap. Aligned with behavioral science-backed leadership development, our platform delivers unparalleled flexibility and measurable impact in leadership coaching engagements. With group coaching and virtual 1:1 engagements, talent leaders can use our industry-leading Leader Development Platform and managed network of certified coaches to reduce administrative burden while developing leaders at scale.

Our customers include large-scale enterprises like Intel, Conagra, Mozilla, Dropbox, and Cloudera, and high-growth companies across every industry, such as Chime, Plaid, Zoom, and UserTesting. When companies partner with us, they see increases in promotion, retention, and development of critical leadership skills in their participating employees.

WHY SOUNDING BOARD?

Sounding Board is a great company; we are a certified Great Place to Work! In 2022, we also earned Fortune’s Best Small Workplace award. If you like data — and we do — you may be interested to know that 95 percent of our workforce said that management shows appreciation for good work and extra effort. So, if culture matters to you, and you’re looking for a collaborative work environment that encourages you to do your best work, please consider joining us!

• We’re a mission-driven company creating the next generation of leaders

• We’re an exciting, hyper-growth organization led by two experienced, entrepreneurial female founders

• We offer a competitive compensation package, including company equity

• We offer medical, dental, and vision coverage for employees and dependents 100% paid by the company

• We offer basic life insurance coverage

• We offer voluntary life, AD&D, short- and long-term disability coverage

• We offer a generous paid company holiday schedule, as well as flexible PTO

• We offer a fully remote work environment

• We are a passionate, diverse, and inclusive team

• We offer a leadership coaching and wellness benefit

WHAT IS THE OPPORTUNITY?

Implementation Partners at Sounding Board are our SaaS customers’ project managers and primary points of contact, the glue, the quarterback, and the first lines of defense. They focus on the big picture while leveraging others to execute on the specifics.

This role serves as trusted advisor and primary point-of-contact to our customers during the implementation and onboarding phase. We are looking for an outgoing, hands-on implementation expert who thrives on partnering with customers, managing multiple projects simultaneously, and organizational collaboration.

Additional CX Implementation Partner responsibilities include, but are not limited to:

• Lead enterprise-level customer implementation and onboarding projects and effectively manage multiple deployments simultaneously

• Partner with cross-functional teams to scope customer requests and understand implementation requirements

• Define and document the implementation project plan for internal and external understanding; remove roadblocks, ensure all work streams have owners, hold teammates accountable to milestones, and create ongoing visibility for the deployment status.

• As first responder and liaison to the Technology and Support teams during the implementation and onboarding phase:

  • Partner with internal and external project stakeholders to facilitate rollout of coaching programs on the Sounding Board platform and drive adoption and utilization

  • Collaborate with the Technology team to ensure production and testing environments are set up in preparation for launch.

  • Address technical hurdles, and rally the team toward resolution.

  • Communicate project status updates to internal and external teams

• Perform ongoing assessments of assigned customer accounts to highlight key results, analyze metrics, emphasize the ROI of Sounding Board, and recommend process/procedure changes to utilize our software better, ensuring customers maintain enthusiasm for the value of our software throughout the implementation project.

WHAT QUALIFICATIONS & SKILLS ARE REQUIRED?

• High-level project management expertise across multiple internal team members working on integrations, deployment, user acceptance testing, and launch.

• Ability to effectively communicate and demonstrate product functionality and provide best practices/institutional knowledge around product features.

• Ability to successfully manage complex projects simultaneously, prioritize project tasks with multiple go-live dates and demonstrated ability to achieve success both independently and through others

• Strong cross-collaboration and facilitation skills- the ability to thrive in a team environment with collaboration across multiple functions is essential to the success of this position.

• Advanced technical skills are required. Must be comfortable with learning new programs and systems quickly and seamlessly, interfacing between multiple platforms to manage the workload.

• Knowledge of or enthusiasm about the professional coaching industry

• Proficiency with project management, work management, and/or customer success applications and tools

WHAT EXPERIENCE DO I NEED?

• 4 year college degree required; advanced degree is a plus

• 3+ years of previous experience facilitating or leading SaaS software implementations for enterprise-level customers,

• 3+ years of professional experience working in or with enterprise-level companies

• 2+ years experience developing and organizing SaaS training plans using a train-the-trainer (TTT) model is required

• Experience in hyper-growth startups with an ability to learn and adapt quickly is preferred

It is the policy of Sounding Board, Inc to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.