Senior Implementation Manager

<p>We’re looking for a detail-oriented, cross-functional senior implementation manager who can help Asana lead its largest and most critical deployments of Asana to our enterprise customers. You will be part of our Professional Services team, which is part of the Customer Experience organization. You will be committed to helping customers adopt Asana as both a technology product and a holistic approach to collaboration across their organization. You will be part of a team that strives to help customers across countries, industries, and functions get off on the right foot and continue to get the most value out of the tool over time.</p> <p>You will be a senior implementation manager focused on supporting our rapidly growing enterprise and strategic customer base. You will serve as an empathetic customer advocate, problem solver, partner in change, and product expert, as well as the voice of your customers cross-functionally. You will be a valuable liaison to the product team, providing real-time customer product feedback and helping to align and connect our product roadmap to our customers’ visions and goals. To the broader business team and all of Asana, you will be able to share a unique customer-centric perspective and enable the wider customer success organization to apply change management principles to your everyday interactions with customers. </p> <p>This role is based in our London or Dublin office with an<a href="https://theworkback.com/reuniting-teams/"> office-centric hybrid</a> schedule. Along with most Asanas, you’ll work from this office in person on Mondays, Tuesdays, and Thursdays. Most Asanas have the option to work from home on Wednesdays and Fridays. If you're interviewing for this role, your Talent Acquisition Partner will share more about the in-office requirements. </p> <p><strong> What you’ll achieve: </strong></p> <ul> <li>Deeply understand Asana the product as well as each customer’s business, including the business issues and problems being resolved by the engagement and Asana, to serve as both a product expert and trusted advisor through the change process</li> <li>Develop a creative, tailored engagement scope for each customer based upon their complex processes, needs, and jointly set goals to ensure a successful change; develop tailored, customized content to accompany engagement, as needed</li> <li>Act as a senior program leader on our most critical and large deployments, coordinating workstreams, and managing dependencies, scope, and risks, as well as coordinating resources to ensure a seamless enterprise-grade customer experience</li> <li>Facilitate the change management process and associated engagement activities, such as customer training, executive reviews, and regular progress meetings to ensure engagement success and customer adoption</li> <li>Analyze the strengths and opportunities of our professional services offerings and engagements, both at a customer and broader program level, to drive continuous enhancement of our program and how we serve our amazing customers</li> <li>Partner with internal relationship stakeholders to deliver a cohesive customer experience from pre-sales of the engagement all the way through to transition touchpoints and beyond</li> <li>Serve as a valued voice of the customer by proactively uncovering and communicating trends and insights to cross-functional Asana stakeholders</li> </ul> <p><strong>About you: </strong></p> <ul> <li>5+ years experience in customer-facing consulting roles, ideally with experience in customer-facing engagements in a consulting firm.</li> <li>Complex project experience. You understand what it takes to help customers be successful at scale, taking into account the complexities of the enterprise.</li> <li>Customer-centric. You’re genuinely passionate about helping customers see the value of Asana as a solution for their business problems and serving as an advocate for their success by leading impactful, engaging sessions and synthesizing ... (truncated, view full listing at source)