Technical Implementation Manager II - SAAS

About the role

In this role, you will lead the end-to-end technical implementation of ZoomInfo products, ensuring alignment with customer goals and delivering high-quality solutions. You'll troubleshoot and resolve complex issues, drawing on sound judgment and technical expertise. A key part of the role involves developing and documenting best practices for implementation and client engagement. Youll interact directly with clients through webinars and Q&A sessions, offering expert guidance and tailored solutions.

Shift

What You will Do

• Technical Implementation: Complete the technical implementation of ZoomInfo products, providing advanced best practices and ensuring alignment with customer roles and objectives.
• Complex Issue Resolution: Troubleshoot and resolve complex problems where analysis may require reviewing a variety of factors. Exercise sound judgment within defined procedures and practices to determine appropriate action.
• Best Practices Development: Develop and document standard best practices for implementation and client engagement, sharing insights to improve overall service quality.
• Client Interaction: Engage with clients during webinars and Q&A sessions, providing expert insights and solutions to their queries.
• Mentorship: Mentor junior team members providing guidance and sharing expertise to foster their professional growth.
• Cross-functional Collaboration: Network with senior internal and external personnel to resolve issues and provide advanced support, leveraging expertise to enhance collaboration.
• Feedback Culture: Actively support a feedback culture, offering and seeking feedback to improve team performance and client satisfaction.
• Documentation: Document complex integration processes and client requirements accurately, ensuring clarity and consistency.

What you Bring

• Experience

  : 3 to 6 years of technical troubleshooting, or customer onboarding in the SaaS industry.

• CRM

  : Advanced understanding of any CRM implementation as Admin is mandatory

• Certifications

  : Relevant certifications in CRM and Marketing Automation platforms are highly desirable.

• Problem-Solving Skills

  : Proven ability to troubleshoot and resolve complex technical issues independently.

• Communication Skills

  : Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.

• Client Engagement

  : Demonstrated success working with a wide range of customers, particularly those with complex go-to-market strategies.
• Handles complex projects and technical challenges that require a high level of expertise and problem-solving skills.
• Customizes advanced integration solutions and addresses a wide range of client-specific needs.
• Exercises significant judgment in decision-making processes, considering various factors and potential impacts
• Operates with minimal supervision, receiving broad guidance and direction on goals and outcomes.