Implementation and Customer Success Manager

Ribbiot is seeking an experienced Implementation and Customer Success Manager to join our team

Company Description

Ribbiot provides an integrated Operations Management Platform that unifies people, processes, and equipment, streamlining physical operations and enhancing visibility across the entire lifecycle. Our solution leverages advanced tracking and digital documentation to optimize efficiency and resource utilization.

Position Summary

Ribbiot is seeking a highly skilled Implementation and Customer Success Manager to lead the implementation of our hardware and software solutions for customers. This person will be responsible for running implementation projects, building a support team, and ensuring customer success. The ideal candidate will have experience in leading customers through digital and physical solutions, driving system adoption, and fostering growth.

Working Conditions

• Work is remote with onsite visits primarily taking place in crane yards, construction sites, and similar industrial environments.
• Some travel across the United States, with the potential for extended periods away from home.
• Some evening and weekend work may be required based on customer needs.

Responsibilities

1) Implementation Management:

• Lead the planning, coordination, and execution of hardware and software implementation projects.
• Establish and manage steering committees to represent different departments with tracking needs.
• Ensure successful system configuration, data migration, and integration with existing customer systems.
• Conduct user training sessions and provide ongoing support during implementation.
• Drive adoption and customer engagement.

2) Customer Success:

• Develop and execute change management plans to ensure smooth transitions for customers.
• Conduct needs assessments and confirm user requirements for software functionalities.
• Provide continuous support and address any issues or feedback from customers.
• Monitor system performance and user feedback to optimize and improve the platform.

3) Team Building and Leadership:

• Build and manage a team to handle similar implementation and support scenarios.
• Mentor and develop team members to ensure high performance and customer satisfaction.
• Foster a collaborative and supportive team environment.

4) Travel and Customer Engagement:

• Travel occasionally to customer sites to oversee implementations and provide in-person support.
• Build strong relationships with customers, ensuring their needs are met and driving growth in the system.
• Represent Ribbiot at industry events and customer meetings.

Skills and Qualifications

• Bachelor’s degree in Business, Engineering, or a related field.
• Proven experience in implementing or leading customers through digital and physical solutions.
• Strong project management skills with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills.
• Ability to build and lead a team, fostering a collaborative environment.
• Willingness to travel occasionally to customer sites.
• Strong problem-solving skills and attention to detail.
• Ability to drive customer success and system growth.

Ideal candidate will additionally possess the following

• Knowledge of operations management in industrial settings.
• Proficiency with data migration and integration processes.
• Familiarity with change management principles and best practices.
• Previous experience in a startup or high-growth environment.
• Ability to adapt to rapidly changing priorities and customer needs.
• Strong analytical skills with the ability to use data to drive decisions.
• Experience in developing training programs and materials.
• Demonstrated success in building and scaling support teams.
• Passion for technology and innovation in operations management.

Why Join Ribbiot?

• Opportunity to shape the implementation and customer success function of a growing and innovative company.
• Collaborative and supportive work environment.
• Competitive salary and benefits package.
• Chance to make a significant impact on the company’s growth and success.

At Ribbiot, we believe that our strength lies in the diversity of our team. We encourage individuals of all backgrounds, experiences, and perspectives to apply and join us in shaping the future of technology. So, don't hesitate! Take a leap and apply today. Let's grow together and make a positive impact on the world.