CSM, Implementation

  • Axero Solutions
  • New York, NY, 10007
  • Full Time
  • Bachelor's Degree
  • Experienced

Posted on

Job Description:

We are looking for an experienced and highly motivated Implementation Manager to join our Client Success team and quarterback the launch of our new clients’ Axero intranets. 

We are headquartered in New York City but are a 100% remote, global team that works across 10 states and 3 continents


     Who we are

  • At Axero, we built a modern, employee-centric intranet that unifies teams and accelerates growth. Our product connects people, conversations, and documents to bring rhythm to the digital workplaces of our clients, who are some of the world’s most innovative employee-centric organizations, including Toyota, Johns Hopkins University, and Benjamin Moore

  • We work with clients to expand the value of communication, knowledge management, and collaboration into new areas

  • We build long-lasting relationships with our clients and our employees, built on integrity, excellence, transparency, and trust

  • We encourage entrepreneurial mindsets and independent decision-making - our team is not afraid to fail fast in order to innovate and push our product to new limits

  • What you’ll do

  • You’ll play a valuable role in delivering a rewarding implementation experience for new clients

  • You’ll serve as the primary point of contact for new clients and will coordinate with Axero

    development and technical teams to deliver a successful implementation experience

  • You’ll guide our clients on the first few months of their journey with Axero from kickoff through

    post-launch to create a long-lasting, expanding, and successful relationship

  • You’ll build and maintain strong relationships with internal and external stakeholders

  • You’ll monitor and drive project and contract deliverables, meetings, and touchpoints to help

    clients rapidly adopt the Axero intranet and achieve their implementation goals

  • You’ll answer technical questions in our online support community, via email and phone

  • You’ll act as the Voice of the client internally to represent and advocate for client product needs

     What you’ll need

  • You’ll be adaptable and creative to adjust programs and offerings unique to the needs of the client and their organization

  • You have excellent project management and organizational skills and can seamlessly navigate across multiple different projects to deliver a consistently successful outcome for clients

  • You enthusiastically take a hands-on approach to manage issues and solve technical problems

  • You have excellent interpersonal skills and high integrity

  • You have excellent verbal and written communication skills, including the ability to explain

    technical concepts to business people

  • You enjoy working in a highly collaborative, fast-paced, and dynamic environment

  • You have a growth mindset that loves to challenge the way things are done as part of a relentless

    pursuit of improvement


    You will have done a mix of these

  • You have a bachelor’s degree in a related field

  • You have 3+ years of experience managing accounts within a client success department

  • You have 3+ years working with enterprise clients in the software industry

  • 3+ years of experience with troubleshooting software issues and bugs

  • 2+ years of UI/design experience

  • You have delivered complex implementations into SMB and Enterprise business markets

    Extra credit for you

  • Experience in corporate communications or managing a company intranet

  • Knowledge of CSS and HTML

  • PMP certification

    Reports to: Emma-Rose Stuart - Director, Client Success

    Target Start Date: Immediate

    What we offer

  • We want you to stay happy, focused, and creative so make use of our flexible and unlimited PTO plan when you need to recharge

  • You’ll enjoy 100% coverage across our medical, dental, and vision plan offerings

  • Invest in your future and build your personal wealth by investing in our 401(k) plan with company matching contribution

Company Description:

Axero is the leading provider of social intranet software for businesses of all sizes.  We are an established, privately-held, and funded, profitable software (SaaS) firm with clients, partners, and team members across the globe. We are at the forefront of enabling collaboration and driving productivity for employees everywhere. Our product, Communifire, is a central, instantly searchable hub for your teams, conversations, and documents.