Customer Implementation Manager

Location: EMEA (UK, France, Romania, Germany, Italy, Lithuania, Poland, Spain and Portugal) or Canada or USA (Available States: CA, CO, IL, NE, NH, NC, OR, and TX).

In the digital age, content rules.

More people are now involved in creating and distributing content than ever before. We have all become the media; the media has been marginalized, and brands are now broadcasters.

Everyone has a story to tell or something to sell. There is a need to create, connect, post, publish, showcase, and share.

So, say hello to Strapi! We exist to fuel the world’s creativity and productivity by unleashing the power of content.

Beyond a headless CMS, we are building an open composable content platform with infinite customization capabilities, the largest open-source community, and a broad open ecosystem.

🚀 Strapi has a caring, transparent, and collaborative culture as a whole, but every team creates its own energy and environment.

At Strapi, we don't expect you to meet all of the requirements of the Implementation Manager role. If you believe in what you have to contribute and in your ability to elevate the team, we want to hear about your story.

Few of us would be here had we not taken the chance.

🙏🏾 Why your role is important at Strapi

Are you a technically minded person who is passionate about helping people adopt new technology?

The User Success team at Strapi is currently looking to add a Implementation Manager with strong experience in helping users adopt technical products such as a headless CMS.

Partner very closely with other members of our User Success Team, as well as our Sales Team. You’ll have the unique opportunity to explore and help large businesses adopt Strapi as part of their digital project.

The right person for this role will have experience working with complex technical solutions like a headless CMS while focusing on working with customers during the first couple of months of their subscription.

👋🏿 The User Success Team culture is

At Strapi, we are a team of experts comprising support engineers and customer success managers who are passionate about helping Strapi customers and other Strapiers.

User Success members are always ready and willing to learn something new.

Our team is not just prepared but meticulously organized and ready to efficiently handle multiple tasks in a way that instills confidence in our ability to deliver.

Ready and willing to give and receive feedback to improve continually.

📋 What will my job look like on a daily basis?

Work with new customers to develop an implementation plan with goals and milestones to determine a successful implementation outcome.

Manage the handover from pre-sales to paying customer.

Document any customer feedback and deliver internally to product teams.

Serve as the first point of contact for large accounts during the first few months of their subscription.

Work closely with the Support Engineers to help troubleshoot complex support-related issues.

Help manage billing issues and topics related to our Strapi Cloud solution.

Develop new processes to help improve our day-to-day delivery of customer service to improve our product adoption with our customers.

Work hand-in-hand with our marketing teams on scalable adoption initiatives for our Strapi Cloud ecosystem.

Document any known issues or bug reports to our GitHub repo.

Help thwart potential churn by proactively engaging our customers.

💙 About you:

1+ years experience working with customers or clients in a high velocity environment.

Deep knowledge of complicated developer tools like a Headless CMS solution.

A deep understanding of troubleshooting methodologies and strong problem solving skills.

Experienced in working with customer relationship tools such as Hubspot and helpdesk tools like Freshdesk to help manage your day-to-day work.

Experience with working remotely a big plus.

👾 Strapi benefits:

🌍 Work from anywhere: We're a remote-first company, so we can work wherever our home is. And WiFi.

🚑 Expanded health benefits: Including premium medical, dental, and vision coverage.

💰 Equity for everyone: We win together. On top of a competitive salary, every Strapier has equity that grows with you in the company.

🐣 Parents on a mission: 16 weeks of fully paid parental leave for every new Strapi parent.

💻 You'll always be up to date: We’ll cover all hardware and software needed, so you’re always with the latest versions.

🎓 Grow as you are: From day one, we provide budget and tools to learn and grow both professionally and personally.

🎉 Offsite: We all gather physically or virtually twice a year.

🌱 Mental health support: We offer Moka.care one-on-one sessions with certified specialists.

👭 Referral program: $1500 is your recommendation gets hired

🙏🏾 Emergency days: 5 paid days per year, for each Strapier in trouble (miscarriage, grief, domestic violence, sick kids or dependants) who needs a day or a few days off to manage it.

💥 Our Talent Acquisition process:

This process tends to take 2-3 weeks max, but happy to adapt to your specific needs.

Meet the team!

First video call with the Talent Acquisition Team or the hiring Manager

Technical assessment & Assessment debriefing

Team meetings (with a few Strapiers)

References check

More details here: [https://miro.com/app/board/uXjVOMEXZ58=/>

At any moment, the process can stop, and the team will be happy to give you a call to share their feedback or get into more details.

🎉 Celebrating You being YOU!

Strapi's mission is to empower the worldwide community of users to build a million tailor-made projects. To do that, we are growing a diverse team representative of the users we serve. We are committed to building a safe workplace where everyone feels empowered to bring their authentic selves. By being you and bringing your unique difference, perspective, culture, experience, lifestyles, and challenges, you actually help all of us succeed and grow to be the best version of ourselves!

It is important to us to create an accessible and inclusive candidate experience. Please let us know if there are any adjustments we can make to assist you during the hiring and interview process.

📖 Want to learn more about us?

Take a look at our open positions at our Careers Website, Join our community, read our latest news at Strapi's blog, learn more about our story and check out our Glassdoor page!

€50,000 - €65,000 a year