Customer Implementation Manager

Customer Operations

Who we are and what we do

Founded in 2011, Mappedin powers search and discovery indoors, enabling consumers to find what they’re looking for with speed and ease. Our software platform provides industry leading tools to manage dynamic indoor spatial data and offer wayfinding experiences for customer-facing applications, including a recent collaboration with Apple Maps.

Mappedin works with the ten largest malls in Canada, the largest REITs in the US, and in stores, hospitals, campuses, and airports around the world.

At Mappedin, and within the Customer Operations team, we have a strong culture of exceeding clients’ expectations. Throughout our history we have championed delivering projects on time, on scope, and on budget. We firmly believe that the clients happiness and satisfaction is key to being successful.

Who you are and what you’ll do

You are an experienced manager of projects who thrives when working closely with clients. You are organized and attentive, as we will rely on you to walk the line of mind reader by finding client problems before they exist. A Project Management certification is not required, but being a team player is as deploying our solution is truly a team effort at Mappedin.

As part of the Customer Operations Team, you will own the post-sale client experience from implementation to the transfer of responsibility to the support team:

  • Thoroughly review quotes and proposals to have a clear understanding of what the projects require
  • Liaise with internal teams to launch deliverables in order to meet deadlines
  • Work closely with clients throughout each deployment acting as their first point of contact (remote or onsite) during this process
  • Be a subject matter expert on all that is Mappedin
  • Create seamless post-launch transition to Customer Success in order to provide a continued robust client experience
  • Assist with ongoing support for existing customers in order to meet and exceed our Service Level Agreements

You are highly interested in learning about or already have experience in:

  • Helping Customers
  • Managing implementation projects
  • B2B support / relationship management
  • Organizing, planning, coordinating anything
  • Technical/Windows support to assist clients and vendors during the implementation phase
  • Bonus - Fluent in Spanish

What are some challenges?

Given the rapid growth of Mappedin over the past couple years (we’ve tripled in revenue each year for the last 2 years!) there are definitely some growing pains as we figure out how to mature our processes and deliver projects in a more effective way. The Customer Operations Team will look for your feedback on our existing processes to identify what is valuable, redundant, and missing.

Our products change frequently, and you’ll have to stay up-to-date to ensure you always provide the correct information and solution to our clients. We’re also constantly seeing new business opportunities, and we will need your creative help to implement Mappedin for new types of clients.

Staying composed and focused while the workload and priorities are frequently changing will be key to your success at Mappedin.

Behind the scenes

Our tool set currently includes Zendesk, Basecamp, JIRA, and LogMeIn, but we are open to new ideas to make sure we always have the right tools in the team to get the job done.

There’s a lot of trust here at Mappedin. We work flexible hours, have a flexible vacation policy, and provide you with the hardware or office equipment you require to do your best work. We value execution and will do what it takes to get things done if it’s something we’ve promised. We stay curious and will always ask each other questions, rarely making assumptions. We recognize that we are all different and will challenge each other’s views and perceptions from time to time, resulting in constructive and healthy debates, but that never stops us from all eating lunch together every day. If you want to join our sports team, we have a blank bright orange jersey here waiting for your name to be printed on it.

Lastly, we have an awesome office cat who loves attention. Allergic? Don't worry, he stays on the other side of the office and won’t bother you unless you decide to work in the collaboration area there.