Headline.

An Implementation Manager at Xola will guide the delivery of services to current and new customers by planning and managing the complete onboarding process.

About Xola.

Xola is a growing and profitable software company that provides enterprise-class booking and marketing software for the various industries.

We are on a mission to empower companies and local economies with the most powerful, modern, and easy-to-use software. Our product is at the core of what we do and our ethos is that our product lives at the intersection of art and science.

  • We engineer like scientists and we build only after we've taken the time to deeply understand our customers' problems.
  • We design like artists and there's a purpose behind every pixel, every key-stroke.

In both cases, this helps us create robust, easy-to-use solutions that stand the test of time. Knowledge + Beauty = Powerful software.

About our cultural values.

We want to do the best work of our career at Xola and we seek others who want the same. Doing our best work at Xola means we have a shared understanding of how we should all show up everyday for each other.

You’ll be in good company with us if you espouse these values well in a professional setting.

  • Empathetic: Dedicated to customers, perceptive & anticipatory, caring, good listener, and good vibes.
  • Beginner's mind: Curious, learner, courageous, critical thinker, creative, and challenges status quo.
  • Radically transparent: Open & safe, communicative, good intentions, and constructive communication.
  • Black belt: Domain expert, focused, get shit done, reliable, thoughtful and thorough planner, “gritty” & persaverent, teacher, good judgement, and impactful.

About this role.

As an Implementation Manager, you will be working directly with our customers, product team, engineering team, account executives, and customer success managers to provide the best experience possible. This position requires an ability to listen and learn, a strong technology background, high attention to customer detail, customer education skills, and an ability to solve complex problems. You'll encounter varied expertise and understanding of the Xola platform..

An Implementation Manager at Xola will have these main areas of skills required to be successful in this role:

  • Inquisitive and Deep Learner:
    • Seek to gain a deep understanding in your domain. You seek to obtain a commanding understanding of our software solution, in order to know best how to apply those solutions to our customer problems and requirements.
    • You seek to inquire, challenge assumptions, and ask why in order to fully understand a customer's needs, challenges, and requirements before applying solutions. You are an active listener.

  • Dedicated to the success of our Customers and their experience using our software
    • Understand the customer journey and relationship to improve engagement, satisfaction, and retention.
    • Provide feedback to both product refinement and improvements and the creation of educational content intended to help customers adopt our solutions effectively.
    • Be comfortable teaching partners in one on one or one to many training

  • Problem Solver:
    • You are an excellent problem solver. You respond to problems head on and are committed to resolving complex situations proactively and comprehensively.
    • You ensure that the situation at hand is fully understood by using active listening prior to solution mapping, this includes alignment with the customer on what their desired solutions would accomplish.
    • You understand the value of being proactive and tackling issues that could evolve into larger roadblocks down the funnel if not addressed properly at the beginning of the customer journey.
    • You set proper, clear and thorough expectations around solutions by taking the customer as a partner in the journey of finding the best solution for their situation.

  • Impeccable Project Management, Detailed Oriented, and Get Shit Done
    • Impeccable Project Management skills; Ability to work on multiple priorities and/or projects simultaneously.
    • You are action-oriented, customer-focused, with effective prioritization, goal setting, and time management skills. 
    • You are as responsive as you are proactive. Customer needs and problems will surface along the way that require a prompt response, root cause analysis, and resolution.

  • Team Player: collaborative and communicative:
    • Work alongside Account Executives and Customer Success Managers as their technical counterparts, to drive strong healthy partner relationships and ensure customer success.
    • Effectively communicate with partners and colleagues through email, Slack, and face-to-face collaboration to make sure that problems are visible to the rest of our team when that need arises.
    • Excellent active listening skills, ability to find a root cause, inquire about and challenge assumptions
    • Excellent communication skills; both verbal and written.




Requirements:

  • 5+ years experience in technical product implementations, directly customer-facing role, and/or experience in software implementation and adoption.

Perks

In addition to our incredible team, there are lots of other fun reasons to work with us.

  • Competitive pay
  • Hybrid work environment
  • Health care, including vision, dental, short and long term disability, and life insurance.
  • Annual learning & development funds
  • 401K matching
  • Paid vacation time. 120 hours first year. Scales up to a max of 250 hours at year 6.
  • 5 days of sick leave per year
  • 10 paid holidays per year
  • Paid parental leave
  • Team activities
  • Paid 1 month sabbatical after 5 years of full time employment