Senior Customer Implementation Manager - B2B SaaS Cosmetic Chemistry Focus

Please submit a cover letter and a resume to [email protected].

Company Overview:
Good Face is a formulation, regulatory compliance, and innovation software used by the leading cosmetic companies to build safe, compliant, transparent and effective products. Our innovative software solution cuts tedious work out of the product development cycle, enabling R&D teams to focus on innovation and growth. We are seeking a highly motivated, organized and results-driven Sr. Customer Implementation Manager to join our dynamic Customer Success team and contribute to our continued success.

We are an ambitious, talented, and most importantly, fun team, with the common goal of bringing game-changing technology to the beauty industry and enabling cosmetic chemistry innovators to build better beauty. Does collaboration, customer centricity and relentless innovation sound like your workplace trifecta?

Position Overview:
Good Face is growing very quickly. Our customers are coming to us from competitive platforms, home grown systems, excel, and in some cases no system at all. As a Customer Implementation Manager, you will play a pivotal role in the customer adoption of our software by setting up their accounts for long-term success. Your team will be responsible for mapping out the current R&D processes of new customers and focusing their teams on the improvements possible with Good Face. Then, by leveraging your excellent data gathering, extraction, and cleaning skills, you will amass a standardized data set of customer raw materials and core cosmetic formulations to upload into Good Face. Finally, you will perform user acceptance testing of the customer’s account configuration and the data in it, thus enabling your peers from the Customer Success team to move forward with training and onboarding. If successful, your team will lay the foundation for long-term customer retention and satisfaction.

What you’ll be doing:
-Oversee all new customer implementation projects and manage the Good Face teams responsible for their successful completion.
-Deeply understand and maintain thorough knowledge of the Good Face software solution, its strengths, weaknesses, and use case boundaries.
-Utilize consultative selling techniques and empathy to understand customer pain points, business objectives, and challenges.
-Lead customer discovery calls with customers to understand their R&D process improvement priorities, and enable their internal decision making about Good Face configuration and user provisioning.
-Build candid partnerships with customers to manage their expectations and facilitate management of the changes Good Face will enable for their teams.
-Enable junior project managers and data specialists with best in class approaches, and clever hacks to data collection and data cleaning, even, and especially, in cases when customers are switching from incumbent competitors who attempt to raise switching costs and hurdles.
-Be willing to roll up your sleeves and be an individual contributor where needed to get key projects over the finish line, and to teach the implementation team by example.
-Collaborate closely with the Customer Success team to ensure seamless transition of implemented customer accounts, maintaining accurate and up-to-date records in all Good Face tracking platforms.

What you’ll bring to the team:
-Experience in project management, and leading and motivating teams (5-10+ years)
-Bachelor's degree in business, engineering, chemistry, or data analysis
-Data Engineering/ Data Analytics/ Data Clean Up Background (3-5+ years)
-Strong in advanced Excel (macros, pivot tables, etc.)
-Familiar with other Data Manipulation/Cleanup tools
-Capable of improving old, or creating new processes
-Strong analytical and problem solving skills
-Personable and enjoys building customer relationships
-Track record of personal growth and excellence
-Chemistry skills a plus

Please submit a cover letter and a resume to [email protected].