Client Success & Implementation Manager

Client Success & Implementation Manager

At Apex42, we believe that a well-managed workplace is the backbone of a successful business. With a legacy spanning over 30 years and roots inside the world's largest architecture and workplace design firm, we combine deep industry expertise with our cutting-edge Wisp platform. Our mission is to empower organizations to optimize their physical environments, creating spaces that foster productivity, creativity, and innovation.

As part of Harris Computer, we are backed by the stability of a global leader, allowing us to focus on building long-term partnerships and ensuring our clients maximize the potential of their real estate portfolios.

The Opportunity: Our Client Success team is evolving, and we're adding a Client Success & Implementation Manager to bring deeper expertise in onboarding and implementation. This hybrid role combines ownership of a client portfolio with leadership in client onboarding, product migrations, and implementation best practices.

You'll manage your own book of business while serving as the team's go-to resource for delivering seamless client experiences and driving time-to-value. You'll also help build and refine the processes and playbooks that enable us to scale effectively.

This is a high-impact role for someone who enjoys both building strong client relationships and solving implementation challenges.

What You'll Do:

Client Portfolio Management (Your Portfolio):

• Build and maintain strong, trusted relationships, serving as a strategic partner who deeply understands your clients' goals, challenges, and success criteria.
• Drive effective adoption and ongoing optimization of our platform by guiding clients on configuration, data integrity, and best practices to ensure they realize measurable value from the tool.
• Proactively manage client health throughout the entire lifecycle by conducting impactful QBRs, tracking key success metrics, and identifying opportunities to deliver deeper value.
• Own the complete renewal process for your portfolio, from initial forecasting and risk assessment to leading contract negotiations and ensuring on-time execution.
• Act as your client's primary advocate internally, collaborating closely with Sales, Product, and Support teams to ensure their needs are met and feedback is incorporated into our strategy.

Implementation & Onboarding Specialist (Team Enablement):

• Lead new client kick-off calls to establish clear goals, set expectations, and define project timelines.
• Develop and manage structured onboarding project plans, ensuring all milestones are met on time.
• Conduct initial platform training for client administrators and end-users, ensuring they are confident and capable from day one.
• Ensure a seamless and documented handoff of the client to their dedicated Client Success Manager once onboarding is complete.

What You'll Bring (Qualifications):

• Proven experience (typically 1-3 years) in a role that requires structured client engagement and project coordination. This could be in Client Onboarding, Implementation, Technical Account Management, or a related field.
• You are exceptionally organized and detail-oriented. You thrive on process, checklists, and ensuring every step of a project is completed successfully.
• You are a natural teacher and communicator, with an ability to make complex information easy to understand for new users.
• A talent for internal collaboration. You enjoy working with other departments and are skilled at synthesizing and sharing client feedback effectively.
• You are tech-savvy and a curious problem-solver, comfortable learning new software and helping others do the same.

Bonus Points (What Will Make You Stand Out):

• Direct experience onboarding clients for a B2B SaaS product.
• Experience creating training materials or process documentation.
• Familiarity with project management tools.

What We Offer

• A Competitive Compensation Package: Including a strong salary and comprehensive health, dental, and vision benefits.
• Planning for the Future: With a robust retirement plan.
• Flexibility & Balance: A flexible work environment that supports a healthy work/life balance and lifestyle rewards.
• A Great Place to Live: This position is based in our La Crosse, Wisconsin office, where you can enjoy a fantastic quality of life while making a global impact.

Compensation Details

The potential salary range for this role is $65,000 to $85,000 USD per year, with eligibility for bonus or merit program. Final compensation will be based on experience, skills, market conditions, and internal equity. We offer a competitive Total Rewards program including health benefits, RRSP matching, stock option, and career development opportunities.