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Onboarding & Implementation Manager

Company: Drips
Location: Akron
Posted on: June 25, 2022

Job Description:

About Drips:Drips enablesenterprisesto connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages.Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. Thats why were the platform of choice for some of the worlds most recognizableenterprises.Drips focus on empoweringenterprisesto capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016.Drips nearly tripled 2019 sales in 2021.We are well funded and looking to accelerate the next era of growth and expansion of our team.However, were more than just a high-growth company; were also a community. Even though we work remotely, we still embrace the core values that help us achieve personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career we want to talk with you!
Job Overview:At Drips, an Onboarding Manager is responsible for driving and coordinating the user and technical design for client implementations. This person is a critical thinker, able to be an expert and provide clients with best practices and recommendations for how to get the best value out of Drips. The Onboarding Manager needs to understand the business problem that Drips will address for each client, the architected solution defined during sales, and the technical requirements to set up the Drips system to integrate with the client system. Success in this role will require familiarity with APIs and data exchange, and an understanding of marketing strategies and call center operations. The Onboarding Manager is client-facing and will consistently champion the Drips value prop and client relationship. This person also needs to work effectively with a wide variety of internal teams Sales, Client Success, Product, Development/QA, and Production Support.The Onboarding Manager will be measured on their ability to drive an efficient and effective implementation for each new client in their portfolio.
Job Responsibilities:
Guide Campaign Script Design & Integration

  • Own design alignment between the client and Drips throughout Onboarding. Identify and address gaps in implementation specifications as needed.
  • Guide clients to complete their API integrations with Drips
  • Lead technical design calls internally and externally. External technical calls will be with client IT leadership and IT development team members.
  • Understand client business sufficiently to make recommendations for campaign script design
  • Manage testing of API integration configurations end-to-end prior to launch
  • Work with Product & Engineering when an implementation surface feature requests or bugs
    Campaign Performance
    • Work with Sales & Solutions Consulting teams to understand the business problem that Drips will solve for the client, and determine the approach to take with onboarding design
    • Drive initial A/B testing after launch to achieve or exceed the established performance metric. If metrics are not achieved, drive the analysis of campaign performance to creatively problem-solve and optimize.
      Project Management
      • Manage multiple concurrent onboardings, ensuring timely responses to client emails and internal teams communication
      • Manage scope and escalate if a contract Change Order is needed
      • Make sure the appropriate attendees are on calls and prepared with the knowledge needed for a successful call. Calls can range from small technical discussions to large-group meetings with client executives in attendance.
      • Ongoing management of internal and external stakeholder communication, alignment, and deliverables necessary for Onboarding to be successful
      • Facilitate client design workshops and technical planning sessions
        How Success Will Be Defined
        • New clients are launched in a timely manner
        • New clients achieving initial performance metrics as defined in Business Case during sales
        • Customer satisfaction maintained throughout the onboarding process
        • Clear communication in management of metrics, status, and design details to both internal and external stakeholders
        • Contributing to team-level and cross-functional improvements to drive down time-to-launch and time in each stage of onboarding
          Profile for Success in This Role
          • Friendly, flexible, and comfortable working with clients
          • Comfortable working in a fast-paced and ever-changing startup software company environment in which process is constantly developing
          • Eager to contribute to the ongoing identification of process improvement & not afraid to ask questions
          • A team player with patience for ambiguity and a commitment to digging in deep to solve problems and overcome obstacles
          • A positive can-do attitude in a culture that prides itself on the belief that we are stronger together
          • An articulate communicator who doesnt shy away from a challengeCore Values:Drips core values are central to how each employee executes their role daily and exceeds. Below are how we exceed in each core valueLean We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.Passion Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, How is what I am doing today, enabling the success of my teammates and my clientsHappiness Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.Improve Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.Team We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day to day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.

Keywords: Drips, Akron , Onboarding & Implementation Manager, Executive , Akron, Ohio

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