Overview

Own the success of assigned customer deployments. Consult with Sales, customers, and colleagues pre- and post-sale regarding technical capabilities and best practices; work with customers to establish a launch plan that aligns with their VoC needs and helps them capture the most value from their OpinionLab engagement; coordinate efforts and communicate status of deployment activities throughout the customer lifecycle to ensure successful and rapid launches that leave customers delighted.

Essential Functions:
Sales support

• Answer questions from Sales regarding prospects’ implementation needs.
• Participate in pre-sale calls with Sales and prospects to explain the implementation process, provide detail regarding technical requirements, and develop appropriate solutions for their needs.
• Provide Implementations-related content and estimates to Sales and Customer Engagement team in response to RFPs and Prospect needs.

Project Management

• Plan for and drive successful delivery across the customer and internal organizations for multiple concurrent client project launches ranging from 1 week to 6 months from project inception through customer acceptance.
• Follow standard project management methodology and tracking.
• Gather and document technical requirements and decisions; create, maintain, and communicate customer facing project plans; provide continual updates and status reports to customer and internal stakeholders.
• Ensure efficient delivery.
• Escalate any potential roadblocks to successful deployment to customer and internal stakeholders.
• Escalate requests for scope changes to Customer Engagement Manager.
• Submit requests to other Customer Ops teams as appropriate, ensure their deliverables match requests, and deliver same to customer.
• Schedule customer trainings.
• Guide customers through their testing and troubleshooting process.
• Secure customer acceptance post-launch and document details of deployment for handoff to other Customer Ops teams.
• Lead and collaborate with colleagues regarding particularly complex, technical projects.

Client Services

• Act as primary customer interface for implementations for both new and existing assigned projects.
• Consult with customer to determine project goals, resources and timelines.
• Consult with customer regarding and encourage use of established best practices in the development of project strategies that meet their VoC objectives and deliver the best value possible.
• Set appropriate expectations.
• Advise clients regarding deployment costs.
• Explain the technical details of our solutions and integrations to both business and technical customer teams.
• Provide off hours support for customer implementations as needed for launches.
• Collaborate with Customer Engagement team to ensure a high level of customer satisfaction and communicate opportunities to position other service offerings.
• Occasional travel to Customer sites domestically and internationally.

Process Improvement

• Contribute to continual product and process improvement and documentation measures.

Project Documentation

• Track time and project status
• Document and maintain all relevant customer and project notes in Salesforce.
• Submit documentation of launch and customer acceptance to Finance.

Success will be measured by:

• Quality of implementation in accordance with OpinionLab best practices.
• Time to launch.
• Customer feedback.

Required Skills/Experience:

• Excellent and professional communication and presentation skills.
• Able to effectively communicate with and guide both business and technical contacts.
• Excellent organizational skills and ability to track multiple concurrent projects in detail.
• Proficient in MS Office.
• Bachelor’s degree.
• Based in Chicago.
• 3+ years as a client project lead or client facing position.
• Able to travel both domestically and internationally up to 5%.
• Understanding of and experience leading projects or client interactions involving:
  • The Web stack
  • Client-side technologies: HTML, CSS, JS, Libraries
  • Document Object Model (DOM)
  • HTTP requests
• Ideal candidates will have:
  • Understanding of mobile/tablet applications
  • Familiarity with script loaders (tag management systems)
  • Familiarity with 3rd party connectors such as session replay, behavioral analytics, CRM systems, or text analytics tools.
  • Experience as a Sales Engineer or Web Developer

Compensation & Benefits:

• Competitive salary commensurate with skills, education & experience.
• Generous benefits include medical, dental, life and disability insurances, paid holidays, vacation and sick days, 401K with employer match, & FSA plan
• Casual workplace environment in the heart of Chicago

To apply for this job, please send a cover letter detailing your abilities and your most recent resume to careers@opinionlab.com, or fill out our resume submission form by following the link to the left. Only qualified candidates will be contacted.