- Location
- Addison, Texas, United States · published
- Type
- Full-time
- Seniority
- Manager
- Source
- Workable
Description
About SPOTIO
SPOTIO was founded in 2014 and is a privately held company based in Addison, Texas. We are known as a leading field sales engagement platform that helps thousands of sales professionals worldwide increase activity, grow their pipeline, provide visibility, and crush sales goals. SPOTIO is consistently ranked a Leader in the G2 Grid for Field Sales and named one of Dallas-Fort Worth's Best Places to Work by the Dallas Business Journal in 2025 and six times overall.
What We’re Looking For:
Our ideal candidate will have the opportunity to guide customers through a successful onboarding journey, ensuring their satisfaction and helping them derive value from the platform. The Implementation Manager's responsibilities include understanding customer pain points, aligning them with the appropriate solutions, providing technical support and training, and assisting in maximizing the software's utilization based on the customer's business needs. By focusing on customer satisfaction and education, Implementation Managers contribute to customer retention and the continued usage of SPOTIO's services.
Responsibilities:
- Customer Onboarding Success: Achieve an 85% graduation rate per quarter by understanding customers’ desired outcomes, onboarding goals, and Time to Value (TTV); completing account build for workflow; identifying upsell/expansion opportunities; and managing at-risk accounts to mitigate early-term and non-renewal churn.
- Customer Satisfaction, Health and Relationship Management: Manage onboarding communication and cadence call expectations, complete Onboarding EBRs and CSM handovers attended by customer decision-makers, maintain engagement with at-risk (0DT) accounts, and conduct regular account health checks using key adoption and health indicators.
- Product Expertise and Training: Serve as a product expert by understanding functionality and use cases, and lead training sessions tailored to customer needs.
- Communication and Engagement: Build strong relationships through effective communication, cadence calls, and strategic reviews with customer decision-makers.
- Data Integrity: Maintain accurate records in Catalyst, ensure data integrity, and continuously update processes for optimal customer success.
This position reports to the VP of Customer Experience.