Senior Implementation Manager (East Coast / Toronto)
We are looking for an Implementation Manager to join our fast-growing marketing tech startup as some of the first boots on the ground in the States.
We usually respond within a week
We are looking for an Implementation Manager to join our fast-growing marketing tech startup as some of the first boots on the ground in the States.
Working closely with our incredible Brand Success Team, you will be the strategic and supportive partner, initially introducing Duel’s suite of software to new Brand Partners (clients), and working to find the best product solution to their problems. Your focus will be on the implementation and management of our Brand Partners. Firstly guiding them through the technical implementation and training phases and then continuing to guide them through adoption and growth.
The role doesn’t require any coding ability, but you will spend all day using, deploying and thinking about how the software can best support organic growth for brands - ultimately, through your hands-on approach to the software, you will play one of the most important roles in steering the direction of the Duel product. An excellent Senior Implementation Manager will excel at understanding and training brands on the platform while being able to keep the wider strategic goals and storytelling of the brand front of mind.
THE COMPANY
Duel was founded by world-record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis.
They believed that purpose-led brands are changing the way we all live and set out to define how the greatest brands of tomorrow grow through Brand Advocacy. Duel, a B-Corp, exists to show there’s a better way to build businesses; proving that caring for people and planet builds brand, which builds long-term and exponential profit returns.
Our Brand Advocacy Platform allows mid-level to enterprise brands to do just that - scaling how they manage their relationships with thousands of advocates, affiliates, employees and brand ambassadors. We’re proud today that brands such as Elemis, Abercrombie & Fitch, Monica Vinader, Charlotte Tilbury, Rab, Pandora, Victoria's Secret and Tropicfeel (to name a few) are doing just that.
The Duel team comprises psychologists, brand experts and community builders from companies including Amazon, Treatwell, Bain, Mimecast and Lululemon as well as young entrepreneurs, psychologists and other exceptional talents.
THE ROLE
At Duel, we are obsessed with helping our brands get organic growth through the word-of-mouth of their happy customers. At the core of this principle is providing a remarkable customer experience. You’ll be responsible for implementing and supporting Duel’s software within our Brands. Looking after programs, strategic product consultancy and technical delivery activities throughout their onboarding journey.
Maintain a deep understanding of the Duel platform and its impact to effectively train and inspire our brand’s approach to building a program
Establish and maintain relationships with operators of the Duel platform from our Brand Partners (clients) and advise and educate them on the technology solutions to bring each Advocacy Program to life
Ensure every Brand Partner is successful with the Duel technology and is happy can’t live without it
Serve as the primary regular point of contact for both internal and external stakeholders at the beginning of and throughout the entire relationship between Duel and a Brand - identifying opportunities and proposing specific solutions to new Brand Partners to support them in getting the most out of their new advocacy program/s
Work with Brand Success Executives and Brand Advocacy Consultants to establish customer goals, evaluate their needs and suggest optimisation techniques or additional features to meet their requirements
Prepare and deliver solution-based product presentations as well as, where appropriate, scope and deliver proof of concepts which meet customer business requirements
Create customer-facing content to help educate brands, including hosting technical learning sessions for internal and external audiences.
Guide customers through the onboarding and technical implementation phase, which will involve empathising on a personal level with the individual you are assisting from the brand, as well as with the strategy of the brand and its goals.
Work closely with the product team to provide technical feedback on new features or products, becoming an integral part of steering the direction of the product and its growth
THE PERSON
You’ll have a personable, warm and inviting personality - you work well in a team and people generally want to be around you
Tech-savvy, with a proven interest in using software to run your life. You’re eager to learn and comfortable picking up new skills on the fly and will do so to stay an expert in the platform that turns brands into experts too
An excellent teacher and mentor to all
Excellent verbal and written communication skills (people who mix up your and you’re fill you with rage)
A loyal team player, a linchpin to the office and our team - someone who everyone comes to and isn’t afraid to muck in on any project
Attentive to detail with strong problem-solving skills
Able to multitask and prioritise tasks in what is guaranteed to be a constantly changing environment
Brand-obsessed, innately knows what makes great brands great
EXPERIENCE
3+ years of experience in customer facing technical roles.
Preferred experience working at an amazing brand making things happen or working within an excellent customer success team OR you just love making an impact and innately understand all areas of brand building
Experience in some sort of client-facing role where you’ve practised patience and understanding when trying to solve problems
Deep understanding and interest in technology and product implementation
WHAT WE OFFER
Flexible working hours - if you need to fit around childcare, or occasionally need to work around your life, we understand and will do our best to accommodate
28 days holiday (excluding bank holidays and an extended end-of-year break)
On-going training where required
Health Insurance
Perks/Benefits: Choose your own benefits package, including Wellness, Fitness and Growth options. Gym membership, Headspace subscription, Duolingo, reading/Audible budget, cycle-to-work scheme, Anxiety UK access to name a few!
Options scheme for all full-time employees - it’s important to us that everybody owns a part of the company and shares in the benefits of what we build
$45,000-$55,000 p/a
We’re on a mission to build a remarkable company, with remarkable people and a remarkable culture that you will want to shout from the rooftops about. In a relaxed, flexible and fun environment, the team is driven to making the business a success, while enjoying what we do and who we do it with.
HOW DO I APPLY?
Please send us your CV, no cover letters!
(No recruiters, please! We would rather save the money and put it towards an awesome team day out. Also, no phone calls. Everything must be done by email. Cheers!)
We know some folk tend to only apply for jobs when they meet all the criteria - if you think you might be able to do this role (or even grow into it), ping us your CV as we often pool CVs for other roles.
***Duel is committed to creating a diverse environment and is proud to be an equal-opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.***
- Department
- Brand Success Team
- Locations
- Toronto Office, New York Office
- Remote status
- Hybrid Remote
New York Office
Duel Perks
-
Decentralised First
We’re a remote-first company. If you don’t need to be in the office then you can do the work required from anywhere in the world - Google Hangouts is a wonderful thing. -
Options Scheme
Options scheme for all full-time employees - it’s important to us that everybody owns a part of the company and shares in the benefits of what we build. -
The Little Things
Company perks and benefits packages, like Headspace, Activity Allowances, Audible budget and other work-related or personal growth tools are available to all employees!
Workplace and Culture
At Duel, we’re on a mission to build a remarkable company, with remarkable people and a remarkable culture that you will want to shout from the rooftops about. In a relaxed, flexible and fun environment, the team is driven to making the business a success, while enjoying what we do and who we do it with.
About Duel
Duel was founded by world-record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis.
They believed that purpose-led brands are changing the way we all live and set out to define how the greatest brands of tomorrow grow through Brand Advocacy. Duel, a B-Corp, exists to show there’s a better way to build businesses; proving that caring for people and planet builds brand, which builds long-term and exponential profit returns.
Our Brand Advocacy Platform allows mid-level to enterprise brands to do just that - scaling how they manage their relationships with thousands of advocates, affiliates, employees and brand ambassadors. We’re proud today that brands such as Elemis, Abercrombie & Fitch, Monica Vinader, Charlotte Tilbury, Rab, Pandora, Victoria's Secret and Tropicfeel (to name a few) are doing just that.
The Duel team comprises psychologists, brand experts and community builders from companies including Amazon, Treatwell, Bain, Mimecast and Lululemon as well as young entrepreneurs, psychologists and other exceptional talents.
Senior Implementation Manager (East Coast / Toronto)
We are looking for an Implementation Manager to join our fast-growing marketing tech startup as some of the first boots on the ground in the States.
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