Job Title: Account and Implementation Manager

Company: MetaComet Systems

Location: Northampton, MA USA

Employment Type: Full Time, in-office position with the opportunity to work remotely one day per week

Reports To: Director of Customer Success

Compensation range: 70-90K

Job Summary

The Account and Implementation Manager is the linchpin between our customers and our internal teams. In this role, you'll lead the seamless onboarding and implementation of our software solutions, nurture long-term client relationships, and drive continuous improvement across projects and products. Your proactive approach will ensure that each clients’ engagement is managed with ownership and a commitment to customer success. You will be responsible for and measured on client retention and satisfaction.

Duties and Responsibilities

Client Onboarding Project Management

• Lead end-to-end onboarding for new clients starting in the sales process and continuing through to implementation and post-launch support.
• Develop tailored implementation plans that ensure each client receives a solution optimized for their needs.
• Oversee and meet project timelines, budgets, and milestone tracking to ensure thorough and efficient implementations.
• Communicate project status, challenges, and resolutions clearly to both internal teams and clients.
• Serve as the primary point of contact for a specific set of clients, fostering open dialogue to address concerns and provide updates.
• Participate in the creation and maintenance of comprehensive training materials tailored to different industries and each client's needs.
• Deliver structured training sessions for our clients.
• Ensure that clients feel confident using our software by providing ongoing support and refresher sessions.
• Participate in product demonstrations and sales meetings to showcase our innovative software and build trust with potential clients.
• Strive for Excellence: Execute projects with attention to detail, ensuring high-quality deliverables and smooth transitions.
• Ownership: Take full responsibility for project outcomes and client satisfaction, proactively identifying and mitigating risks.

Account Management & Customer Support

• Assist with responding to client queries in support system
• Regularly communicate and check in with all assigned clients.
• Update customer profiles to capture changes (employees, needs, goals and objectives…), preferences, and feedback during all phases of engagement.
• Use customer insights to deliver personalized communication, refine training programs, and optimize future implementations.
• Serve as the primary point of contact for a group of clients, managing ongoing relationships and facilitating upselling opportunities.
• Ensure clients’ evolving needs are met.
• Collaborate closely with clients to understand their strategic targets and business challenges.
• Monitor post-implementation performance, making adjustments as needed to guarantee customer success.
• Commitment to Customer Success: Focus intently on delivering value, ensuring clients achieve their desired outcomes.
• Team Player: Collaborate with Sales, Product, and Support teams to deliver an integrated service that benefits all stakeholders.

Continuous Improvement and Innovation

• Identify opportunities to refine processes and drive operational improvements in software implementation.
• Participate in strategy sessions and offer insights that enhance overall service quality.
• Help brainstorm features for improving customer success.
• Strive for Excellence: Constantly evaluate and elevate standards by incorporating client feedback and industry best practices.

Required Experience and Qualifications

• Bachelor’s degree in business, Computer Science, or a related field.
• 3+ years of experience in account management, implementation management, or a similar role within the software industry.
• Proven experience managing software implementations or similar technical projects.
• Familiarity with project management methodologies and tools (e.g., Agile, Asana).
• Understanding of CRM platforms (e.g. HubSpot, Freshdesk) is desired.
• Exceptional verbal and written communication abilities.
• A collaborative mindset with a natural ability to function as a Team Player in cross-functional teams.
• Demonstrated proactive problem-solving skills and a strong sense of Ownership.

Core Values Alignment:

• Strive for Excellence: A track record of delivering high-quality work and continuously pursuing improvements.
• Commitment to Customer Success: A deep passion for ensuring client objectives are met and exceeded.
• Communicate Well: Clear, concise, and effective communication skills, both internally and externally.
• Team Player: Works well with others and is open-minded and receptive to feedback.
• Ownership: Takes responsibility and proactively ensures commitment to obligations and overall company success.

About MetaComet Systems

For over 25 years MetaComet’s passion for delivering innovative solutions has driven us to become the world’s leading provider of royalty and revenue sharing systems. We are dedicated to ensuring customer success by transforming complex challenges into seamless, intuitive experiences, and building enduring relationships with our customers. This dedication has made MetaComet the go-to solution for companies seeking efficient, transparent ways to share revenue and royalties with their partners while strengthening their relationships.

Our Target Market

• Demographic: We serve publishing companies and other enterprises that need to share revenue with multiple stakeholders. Our system is built to work mostly out-of-the-box, providing immediate value with minimal customization.
• Geographic: Our focus is the United States and Canada, catering to businesses in these regions with tailor-made solutions that address local market demands.

Join us in shaping the future of revenue sharing and experience a work culture where passion meets excellence. At MetaComet Systems, every feature we build is a step toward ensuring our customers’ success.

What We Offer

• Competitive salary
• An engaging, collaborative, and value-driven work environment where every team member is empowered to contribute.
• Opportunities for professional development and career advancement in a forward-thinking company.

Benefits:

• 401(k) matching
• Health insurance
• Dental insurance
• Paid time off
• An engaging, collaborative, and value-driven work environment where every team member is empowered to contribute
• Opportunities for professional development and career advancement in a forward-thinking company

How to Apply

To be considered, please submit your resume and a cover letter to MJ Hyndman-Benander at mjhbenander@metacomet.com

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance

Work Location: In person