Implementation Manager

Goldcast is a digital events platform for B2B marketers. More than 300 global enterprises across tech, professional services, manufacturing, and finance use Goldcast to deliver engaging digital and hybrid event experiences for their customers and prospects and drive measurable results through them.

Goldcast was founded in mid-2020 at Harvard Business School. Since then, we have raised over $40mn, built a bi-continental team of excellent teammates, and are one of the market leaders in the enterprise digital events space.  We count companies such as LG, Adobe, 6Sense, Workday, Zuora, BitSight, Drift, ThoughtSpot, and Clari as customers and were recently featured in G2's list of 100 fastest-growing software companies.

Our sharp market focus and positioning around efficiency & measurability means we are growing really fast, still hiring, have a comfortable runway of 30+ months, and a clear line of sight to quadrupling in the next 2 years.

Get to know us better 👉 https://www.goldcast.io/ What you are responsible for:

• Onboarding Clients – teach new clients the Goldcast platform so they feel confident using it for their future events.
• Set up accounts – Understand and setup core integrations to other systems for your customer.
• Experience or understanding in Salesforce, Marketo, HubSpot, Pardot, or webhooks a plus.
• Manage Your Client Portfolio – perform constant touchpoints with your current clients, no client should go untouched for more than 7 days, the goal is to move clients through the onboarding and implementation process quickly and efficiently.
• Be an Expert on Goldcast – you are responsible for understanding Goldcast inside-and-out and staying up to date on the latest product releases.
• Support Clients – liaison with customers on their questions around training and integrations.
• Work Cross departmentally independently to support your customers' needs and questions.
• Keep detailed notes and project docs for easy transition.

How you are measured:

• Customer Satisfaction rating as they leave implementation
• Efficiency of completing Implementation projects in the designated time

Who Are You?

• 6+ years of experience in a client facing role at a SaaS company
• Willingness to work in US hours- up to 6 pm EST
• Experience working in a training heavy environment with an elevated level of attention to detail
• Ability to get into the depths of our software platform and understand it in and out
• Someone who can perform under pressure
• Someone who is productive in a fully remote environment
• Good problem-solving chops to help unblock customers
• Really well organized. Because you will have multiple projects in flight at one time

Why Goldcast?

• Work with the best-in-class product, engineering and design team bringing a best-in-class product to market.
• True ownership of customer relationship. You will have a high degree of independence in decision making.
• An incredible culture with a great blend of hustle, productivity and a ton of fun. Also, we hate useless meetings.
• Opportunity to work with tech’s best talent spread across 5 continents: teammates come from the likes of Walmart, LinkedIn, BCG, Samsung, Outreach.

How you get promoted:

• Knows and applies the fundamental concepts and practices of proactively managing customers.
• Consistently adheres to departmental policies and processes as laid out by management.
• Understands and advises clients on what their specific program needs are. i.e., additional integrations that will benefit the client.
• Can create and customize professional presentations and product trainings, and deliver to business users and decision-makers alike.
• When clients ask questions, understands the drivers behind those questions and can offer insights beyond the direct questions.