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Building food safety & sustainability tools to protect our food and our planet

Implementation and Support Lead

$60k – $75k • 0.25% – 0.5%
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The Implementation and Support Lead is responsible for implementation and support throughout the customer lifecycle: sales support, implementation, customer management, and technical support. You will own the ongoing relationship with Therma’s most critical accounts throughout implementation. In addition, you will own the strategy and management of the support function for all of Therma’s customers.

RESPONSIBILITIES

Working closely with our San Francisco and Cebu-based Customer team, your core responsibilities are to:

  • Maintain a deep understanding of our software product at all times
  • Onboard new customers to our CoInspect and Therma products
  • Collaborate closely with the Sales team to project manage implementations (including pilots and expansions)
  • Develop implementation plans and deployment timelines for new customers
  • Build trusting and lasting relationships with customer stakeholders
  • Convert customer workflow and data into our software platforms
  • Configure our software to ensure it meets the customer’s workflow needs
  • Effectively train and onboard new customer team members onto our software
  • Drive adoption in early deployment -- building high customer satisfaction
  • Manage the Cebu-based customer team
  • Serve as management escalation for support for our customers post-implementation
  • Work closely with Engineering on identifying bugs and tracking enhancement requests
  • Serve as the voice of the customer and provide internal feedback on how CoInspect and Therma can better serve our customer base
  • Serve as a product expert and keep our customers informed of changes and updates
  • Participate in and offer support to Product and QA Teams
  • Support Sales in pilots, proof of concepts, and other areas of value to close business
  • Serve as the primary conduit between San Francisco and Cebu-based Customer Teams

QUALIFICATIONS

  • 2-4 years of experience in implementation and support
  • Management experience preferred
  • Outstanding communication skills (written and verbal)
  • Excellent analytical and data manipulation skills (Excel, Google)
  • Strong project management skills
  • Self-motivated, over-achiever who does whatever it takes to get the job done
  • Enjoy working closely with customers to ensure complete satisfaction
  • 4-year degree required
  • Ability to manage the performance and growth of team members
  • A desire to learn and expand upon existing skill sets
Location
San FranciscoRemote
Hires remotely in
San Francisco • San Francisco Bay Area
Job type
Full-time
Visa sponsorship
Not Available
Experience
2+ years
Hiring contact

Amber Hager

Avatar for Amber Hager

Therma at a glance

Building food safety & sustainability tools to protect our food and our planet

Therma focuses on Sustainability, Internet of Things, Data, Wireless Sensor Networks, and Legal Tech. Their company has offices in San Francisco and Cebu City. They have a small team that's between 11-50 employees. To date, Therma has raised $9.05M of funding; their latest round was closed on May 2020.

You can view their website at https://www.hellotherma.com/ or find them on Twitter, Facebook, and LinkedIn.

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