Implementation & Customer Success Lead

Job description

Case IQ helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents.

We're proud to count a roster of Fortune 500 companies among our customers, which have relied on Case IQ for managing millions of cases over the past 20 years and helping mitigate billions of dollars in financial and brand risk.
We're looking for an Implementation and Customer Success Lead
located in New Zealand
to perform a pivotal role in driving a customer and value proposition centric approach to implementing and configuring our investigative case management SaaS offerings, and supporting customers to get the most from the software over the long term.
In this role, you will be the main point of contact for our customer during the implementation period and you will oversee product configuration, integration and migration requirements gathering/documentation, user training, and also support customers over the longer term with product adoption.

You will become a product and investigative process expert and leverage that knowledge to plan and execute high quality customer onboardings and relationships to ensure both successful initial delivery and overall adoption.

Internally, you will work cross-functionally, including with developers, QA specialists, and our IT team, as a project quarterback to ensure your customer's onboarding needs are met throughout the implementation lifecycle, and as the key point of contact for customers to ensure am amazing long term customer experience.
What You'll Do
Own the implementation process from contract signing through go-live for all new and existing customer product onboardings
Manage multiple projects simultaneously and maintain corresponding project plans and records with key implementation milestones
Become an expert with our entire technology stack (including Salesforce, JIRA, Slack, Monday.com, and Gong) and investigation use cases to help your customers get the most value from our offerings early in the customer lifecycle
Understand our product at a deep level and remain current with new features as they are released to ensure that your implementations will set our customers up for long term success using our application
Provide feedback on products and integrations, write requirements, and test new functionalities
Collaborate with internal teams to resolve technology issues and share customer feedback
Review reporting metrics with the department head and raise any issues or concerns that affect deliverables to our customers
Identify and support implementation of process improvements to continuously advance our work and the value that we deliver to customers
Exercise analytic capabilities by helping customers determine work-around solutions to their business needs while acting as a liaison to our product team to communicate future considerations for the product roadmap
Support the entire implementation function with ongoing management of customers, support, training, and any other issues that may arise
Deliver outstanding communication over both the initial implementation and post implementation periods
Take ownership of the long-term customer relationship post onboarding, with the goal of driving long-term retention and customer satisfaction
Funnel customer feedback throughout the organization to the appropriate functions in order stay in front of the market on new application features and to drive continuous process improvement through the company
Examples would include working with our product team on new feature requests and working with our account management group to pass along upsell opportunities that you've identified
Be a recognized expert and thought leader in the practical application of our platform, enabling you to develop a trusted advisor relationship with each customer and drive full adoption of Case IQ via ongoing training, quarterly business reviews, etc
Educate customers on new features as they are added to the platform
Identify customer success stories that can be used in our marketing efforts and help drive these to fruition
Who We're Looking For
2+ years' experience implementing SaaS products or within the technology space
Must be a confident, adaptable, self-starter who thrives in an empowered, fast-paced environment
Strong communication skills, both verbal and written, with a superior command in English
Creative problem-solving skills under pressure while working through customer issues
Project management skills to help drive an implementation forward
Basic to intermediate understanding of technical skills such as integrations (API and SFTP), JIRA story writing, and data migrations
Ability to multitask and prioritize competing responsibilities
A team player who performs well independently
Possesses a continual learning approach
Ability to build strong relationships and multitask
Be excited by technology, love to solve problems, be passionate about helping others
Strong problem-solving skills, detail-oriented and analytical
Experience writing technical and support documentation
Comfortable working in an evolving tech company
Perks and Benefits
Work remotely within a flexible work environment (our team spans the US and Canada)
Competitive company-paid benefits plan
Generous professional development budget
Half-day Fridays in the summer
Selected candidates will be contacted through BambooHR (please check your junk mail).
Case IQ is an equal opportunity employer.

All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws.

If you have a disability or special need that requires accommodation, please contact us at
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