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Implementation Manager

| Chicago
Digital ads drive over 100 billion phone calls to U.S. businesses every year… Surprisingly, the marketers who paid for those ads typically have zero insight into these customer interactions and conversions. As the global leader in call analytics and customer experience optimization, DialogTech provides thousands of marketers with an end-to-end call attribution and analytics platform. This enterprise-class solution provides clarity and control over every conversation, so companies can optimize lead generation, map the full path to conversion, and increase sales conversions.
DialogTech is seeking an Implementation Manager to join our Solutions and Delivery Team. As our Implementation Manager, you will collaborate with other internal resources to support the installation and configuration of DialogTech solutions for new and existing customers, and the successful on-boarding of new clients. Additionally, you'll be a key advisor to DialogTech’s existing customer base, and work closely with our Customer Success Management team in order to drive new opportunities for account expansion and optimization within the accounts they service.
More specifically, you will perform the following functions to deliver value and success to DialogTech clients:
  • Collaborating with internal teams on multiple simultaneous projects, so you’ll need to be able to multitask;
  • Participating in each phase of our implementation projects, including scoping, execution, quality control, and closure. Broadly speaking, you will be taking customer requirements and confirming their account configuration needs, configuring customer accounts, and providing quality control.
  • Working with our customers and various internal teams to gather account configuration details, document processes, and organize them in a shared Project Plan.
  • Defining scope of work and writing SOWs that align with customer's business issues, strategies, and expectations.
  • Executing new customers implementation work, as well as work for account restructure and expansion for existing customers.
  • You will be expected to lead quality control and UAT for projects you are assigned to.
  • Participating in discovery, scoping, and pre/post-project launch phone calls with customers, as needed.
  • Identifying new product opportunities based on customer input, or your own ideas, that will be fed into our Product Management team.
  • Providing customers and internal teams with technical expertise on DialogTech product functionality and consultation for recommended strategies.
  • Empowering customers during onboarding phase by training them on the optimal ways to access and utilize the phone call data that DialogTech is providing.
  • Solving technical issues that our clients encounter while you are working on an implementation project for them.
  • Implementing integrations with third-party tools, including ongoing support.
  • Performing periodic audits of customer accounts.
  • Acting as an authority (SME) on DialogTech’s suite of products and solutions.
What skills and experience will help you succeed in this role?
  • Bachelor’s degree or equivalent related work experience
  • 3+ years of professional experience with background in implementation or onboarding efforts in a technical environment, preferably working with SaaS products
  • You are somewhat familiar with SQL, Javascript, HTML, and CSS concepts
  • Knowledge of common/standard digital marketing tools
  • You've run multiple, simultaneous projects
  • You've successfully worked with cross-departmental teams
  • Good presentation skills that demonstrate technical proficiency, digital marketing knowledge, and good interpersonal skills.
  • Ability to assess customer requirements, identify business problems, and demonstrate proposed solutions to customers every single day
What are some other “nice-to-have” skills that will make you stand out?
  • Having a business-owner mindset, with a passion for building and growing strong customer relationships
  • Always striving to deliver value to customers
  • Deep understanding of the sales process / cycles and sales methodologies
  • Experience with digital ad purchasing, sales, or delivery
  • Digital Marketing Vendor Installation, Management and Troubleshooting
  • Experience with as many of the following solutions as possible:
  • Web Analytics (e.g. Google Analytics)
  • Mobile Analytics
  • Call Analytics or Call Tracking
  • Paid Search/Social Bid Management
  • Display Marketing
  • Data Management Platforms
  • Demand or Supply Side Platforms
  • Digital Ad Exchanges / Ad Serving
  • Understanding of JavaScript "tags", including event handling / JSON
  • Web Technologies such as AJAX, jQuery, and modern frameworks and libraries
  • Familiarity with SQL, using queries, and database concepts
  • Web Development Tools
  • REST, SOAP, and other API formats
  • Structured and Unstructured Data concepts
Join us at one of the 101 Best and Brightest Places to Work in Chicago and nationally, 10 times running, Chicago Tribune's Top 100 Workplaces company and a 2017 Crain's Fast 50 company!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • VoiceXMLLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • ZendFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • RDSDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • TumblrCMS
    • WordpressCMS
    • CoScheduleCMS
    • Google AdsCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Right across the street from Union Station. A short walk to all CTA train and bus lines.

An Insider's view of DialogTech

What are some social events your company does?

We have loads of weekly formalized social events, from Friday beer bashes to charitable initiatives (causes are chosen from a pool of topics near and dear to DialogTech team members' hearts. We also participate in intramural sports and have an active women's group.

Sarah

Customer Support Engineer

What projects are you most excited about?

My team is building a Sourcetrak offering that allows customers to use their own phone numbers and telephony while leveraging DialogTech's data and analytics. I'm excited to implement new serverless and scaling technologies to enhance Sourcetrak.

Brad

Software Engineer

How has your career grown since starting at the company?

I initially started off in the sales organization and was always vocal about helping in other areas of the business. I was granted the opportunity to move to the marketing team, where my interest in all things paid search really developed. My management team has been extremely helpful in getting me closer to the next step in my career at DialogTech

Katie

Digital Marketing Manager

What is your vision for the company?

The most enjoyable part of working at DialogTech are the people and being able to work on cutting edge technologies. It's a collaborative environment. People take the time get to know you, both personally and professionally. Everyone is incredibly supportive of one another. The company is very focused and works towards their vision.

AJ

Director of Platform Engineering and Operations

What are DialogTech Perks + Benefits

DialogTech Benefits Overview

DialogTech offers three different plans to choose from: BlueCross BlueShield $250 deductible PPO medical, $2,500 deductible HSA plan (with employer contributions), and a BlueAdvantage HMO plan.
Dental insurance through Guardian Dental PPO plan and VSP Vision Insurance which provides the option of seeing any provider you choose within the network, without referral.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
DialogTech's vision insurance plan provides the option of seeing any provider you choose within the network, without referral and a Wellness Exam Copay of $20.
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
DialogTech's 401(k) retirement plan offers investing into a Roth/Pretax retirement account.
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 100% paid maternity leave for up to 12 weeks and 3 weeks paid paternity leave.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
At DialogTech we have unlimited PTO for all our employees.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
We have weekly Beer Bashes in our office every Friday at 4 pm to start the weekend off right with our colleagues.
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
DialogTech provides free in-office premium beverages, fruit, cereal as well as healthy snacks.
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns

Additional Perks + Benefits

At DialogTech we work to live, not live to work. It’s why we have an unlimited vacation policy and other rich benefits like 100% covered, paid maternity leave. We believe hiring the right people is our most important job and we believe in rewarding you for your hard work.

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