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Onboarding & Implementation Manager

Akron, OH
  • Expired: May 13, 2022. Applications are no longer accepted.

About Drips: Drips enables enterprises to 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. That's why we're the platform of choice for some of the world's most recognizable enterprises.Drips' focus on empowering enterprises to 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, we're more than just a high-growth company; we're 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 & IntegrationOwn 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 DripsLead 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 designManage testing of API integration configurations end-to-end prior to launchWork with Product & Engineering when an implementation surface feature requests or bugsCampaign PerformanceWork 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 designDrive 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 ManagementManage multiple concurrent onboardings, ensuring timely responses to client emails and internal teams communicationManage scope and escalate if a contract Change Order is neededMake 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 successfulFacilitate client design workshops and technical planning sessionsHow Success Will Be DefinedNew clients are launched in a timely mannerNew clients achieving initial performance metrics as defined in Business Case during salesCustomer satisfaction maintained throughout the onboarding processClear communication in management of metrics, status, and design details to both internal and external stakeholdersContributing to team-level and cross-functional improvements to drive down time-to-launch and time in each stage of onboardingProfile for Success in This RoleFriendly, flexible, and comfortable working with clientsComfortable working in a fast-paced and ever-changing startup software company environment in which process is constantly developingEager to contribute to the ongoing identification of process improvement & not afraid to ask questionsA team player with patience for ambiguity and a commitment to digging in deep to solve problems and overcome obstaclesA positive can-do attitude in a culture that prides itself on the belief that we are stronger togetherAn articulate communicator who doesn't 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 clients"Happiness - 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.SDL2017



Akron, OH
44329 USA



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