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Implementation Manager Copenhagen
1 week ago
Implementing the Sedna platform and products into business operations can be a large-scale, exciting change for many Sedna customers. As an Implementation Manager at Sedna, you will have a significant impact, guiding customers through the onboarding process, managing internal and external stakeholders, and getting hands-on technically to ensure timely project delivery. A key attribute of this role is the ability to execute quickly and ensure tasks are progressing throughout the project lifecycle.
In this role, you will lead multiple concurrent customer projects and travel to work on-site with our customers internationally. This is a great opportunity for someone early in their project management career with experience working in a SaaS business. We are looking for someone who wants to use and develop their skill set at a fast-paced startup where your work will play a pivotal role in delivering world-class onboarding to our customers.
Your responsibilities:Here's a bit more on what you can expect to be doing day-to-day:
- Leading Implementation Projects - Planning and delivering multiple concurrent projects that will see our customers successfully onboarded onto the Sedna platform, leading them through the phases of project kick-off, technical configuration, testing, training, launch, and hypercare.
- Stakeholder Coordination - As the project lead, you will be the central liaison between executives, business users, technology teams, and support teams. You will need to facilitate functional and technical discussions and ensure effective communication of project progress to ensure successful delivery.
- Project Administration and Reporting - Using our project software (Notion), you will manage project governance and produce reports such as customer status reports, steering committee documentation, and internal reports on the state of your portfolio, and facilitate meetings to inform stakeholders of these.
- Risk Management - Identify, assess, and address risks related to project timelines, resource allocation, and customer satisfaction.
- Change Management - You will be expected to execute communication plans and stakeholder analysis that will allow you to take the customer on the change journey. You will also be responsible for creating training plans for each implementation and run training and deskside support with our customers.
- Continuous Improvement - You will be expected to continuously look for ways to optimise existing processes, workflows, and associated documentation to support more effective, faster service delivery.
We think you’ll need the following experience and qualifications to succeed in this role:
- 2+ years of experience in a project management role working across multiple projects simultaneously, or 4+ years of experience with customer support or delivery coordination.
- Exposure in a customer-facing role where you’ve been responsible for managing and communicating with different stakeholders.
In addition, here are the core attributes we are looking for:
- Pragmatic project management skills - you create achievable and robust project plans that take into account business requirements and dependencies. You are proactive in identifying next steps before they are required or blockers before they occur.
- Delivery-focused - you are a self-starter, who takes the initiative to complete the required tasks to continuously drive projects forward, managing issues and risks along the way. You are focused on supporting customers with timely responses to their queries.
- Attention to detail - you ensure that every aspect of a project is executed with precision and accuracy, resulting in fewer delays, errors, and omissions, to foster customer confidence and trust for successful delivery.
- Problem-solving - you are proactive to take ownership of customer problems, using analytical skills to assess and see these through to resolution.
- Collaborative communicator - you are able to build relationships and work effectively with internal and external stakeholders. You easily build trust and buy-in which enables you to influence and align all parties so that the project delivers long-term value.
- Customer-centric - you are focused on understanding and meeting the needs of our customers to drive satisfaction and retention, moving quickly to deliver business value.
Sedna makes trade go faster. Our data-driven technology provides businesses with a competitive edge by lightening the load of managing email and helping teams collaborate better. Powered by AI and integrations with other systems, Sedna reduces manual work, processes high volumes of messages with ease, and exposes key context buried in inboxes. We empower teams to make better decisions and work quickly towards commercial success.
Backed by $86mn in publicly disclosed funding rounds led by INSIGHT Partners, we have over 10k users from 200 companies in over 90 countries.
Sedna powers our customer’s most important work - and it’s our people that makes it happen.
Sedna is an equal opportunity employer, and we welcome candidates of all backgrounds, race, ethnicity, ability, neurodivergence, age, sexual orientation, and gender to apply. Please let us know if there is anything we can do to make our process more inclusive for you.
What you can expect from a typical hiring process with us:- 1st Stage Call - Introduction to Sedna with Senior Implementation Manager
- 2nd Stage Call - Case Study with Head of Professional Services and Head of Support
- 3rd Stage Call - Culture Interview of VP of Customer Success
- Offer
- Reference Checks