Implementation Program Manager (Customer Success)

Interplay Learning sits at the intersection of EdTech, Virtual Reality, and Enterprise Software as it modernizes Learning Management & Content Systems throughout the skilled trade industries.
Since 2016, Austin-based Interplay Learning has been building better training, better careers and better lives for its customers and their employees.
Our award-winning online and VR training for the essential skilled trades, including HVAC, Plumbing, Electrical, Solar, Multi-Family Maintenance and Facilities Maintenance workforces, is scalable and more effective than traditional training methods. By leveraging immersive learning technology, Interplay’s customers are able to train and practice hands-on learning from a desktop, phone, tablet, or in virtual reality. The result is a highly trained employee who is job-ready in weeks, not years. 
Our digital experiential learning platform, SkillMill, conveniently turns any space into a training lab with its short video courses, 3D simulations, knowledge checks, coaching, community, and connectivity. 
Awards & Recognition: 

• Backed by best-in-class VC’s, we are positioned for exciting growth
• Forbes 2024, America's Best Startup Employers
• Built-In, Best Midsize Places to Work In Austin 2023 & 2024
• Fast Company’s World Changing Ideas Awards in the Education, General Excellence, and On the Rise categories

 

Position: Enterprise Implementation Program Manager

As an Enterprise Implementation Program Manager, you’ll manage the implementation and onboarding experience with Interplay Learning’s largest customers. As an early member of the team, you’ll work closely with Customer Success leadership to evolve and refine our onboarding and implementation experience. 

• You’ll build and leverage key cross-functional relationships across Marketing, Sales, Tech Support, and Product as you deliver an exceptional onboarding experience. 

• You’ll use metrics, customer feedback, and direct experience to help identify new initiatives and resources needed to better engage and support our customers. 

• You are a self-starter, excellent communicator and project manager, and have a passion for working with customers in the skilled trades!

Why this position:  

• Impact and influence
• Mission and values  
• Career development with a fast-growing company 
• Passionate, collaborative team 
• Dynamic environment

What you’ll do:

• Lead and own strategic enterprise client implementations from sales through successful onboarding completion

• Partner with Customer Success leadership to define, evolve, and refine the enterprise onboarding strategy

• Understand customer goals and successfully manage their onboarding timeline and experience towards quick value creation

• Collaborate across departments to ensure an effective onboarding experience, and facilitate problem-solving discussions and general work sessions to ensure all roadblocks are addressed and removed in a timely manner.

• Develop and host onboarding training for enterprise clients, including for both administrative and learner audiences

• Own and manage your assigned implementation queue with respect to status, timelines, next steps, and risks

• Monitor metrics and feedback across enterprise customers to inform new customer initiatives and product opportunities 

• Become a subject matter expert of Interplay’s offerings, and operate in a consultative role during the client implementation

• Determine what content and enablement resources are needed for customers to use for training and education to accelerate product adoption

Who you are: 

• Well-versed in technology with the ability to learn new technologies quickly

• Strong at project and time management

• Able to drive toward clarity in ambiguous situations

• Effective and patient co