Consultant

Description:

The Implementation Manager at Workflow Magic plays a pivotal role in ensuring our clients achieve their business goals through effective monday.com utilization and provides excellent success service. As a trusted adviser, you will work closely with clients to understand their unique workflows and provide expert guidance to optimize their processes. You will be responsible for delivering exceptional customer service, offering coaching on monday.com's features and best practices, implementing integrations and automations, conducting live user training, and creating training materials.

Key Responsibilities:

Client Engagement and Consultation:

Collaborate with 15-25 monday.com clients per week to understand their workflows. 

Identify and eliminate isolation, inefficiencies, redundancies, and work silos within client processes. 

Act as the primary point of contact and build strong client relationships. 

Customer Service and Training:

Provide excellent customer service through various channels, including email, video calls, and in-person meetings. 

Coach clients on both basic and advanced features of monday.com. 

Conduct live user training sessions for groups ranging from 2 to 50 participants. 

Create and maintain training videos to enhance client knowledge. 

Process Improvement:

Collaborate with clients to implement useful integrations and automations to optimize workflows. 

Assist clients in developing and refining their processes and procedures for maximum efficiency. 

Be process improvement-oriented to drive client success. 

Renewals and Upsells:

Identify opportunities for renewals and upsells within the existing client base. 

Collaborate with sales teams to drive growth. 

Technical Proficiency:

Be technically savvy and able to understand and troubleshoot technical issues. 

Time Management:

Exhibit excellent time management skills to prioritize urgent and important tasks effectively. 

Ideal Experience (Not Required but Preferred): Prior experience in providing professional services to clients. Familiarity with customer success in a technology or software-related field.

Performance Metrics:

• Achieve and maintain a 90%+ client satisfaction rate with our services. 
• Ensure 100% client retention through proactive engagement and support. 

Qualifications:

• Minimum of 3 years of hands-on experience as an Implementation Manager or in a similar role. 
• At least 2 years of experience working in a startup environment, developing processes, and procedures, and building out teams. 
• Minimum of 2 year of hands-on experience with monday.com. 
• Proven problem-solving skills, with the ability to manage multiple projects simultaneously. 
• Strong business acumen and understanding of business operations (e.g., HR, recruiting, marketing, sales, customer success). 
• Excellent internal communication skills and a customer-oriented personality.
• Experience with Zapier or Make.com is a plus. 
• Proficiency in Microsoft Office tools, including Excel, PowerPoint, and Word. Bachelor’s degree required; Master’s degree preferred.