Implementation Manager (Financial Services)

• Reports to: Team Lead, Strategic Deployments
• We are seeking an organized, data-driven, and client-focused Implementation Manager to join our growing Customer Success team at AlphaSense. In this role, you will own the onboarding and rollout program for our largest enterprise clients, starting at the pre-sale handoff and running through the first 90 days of adoption
• As the first hire on this team in the EMEA region, you will help shape how onboarding programs run for our largest clients in the region
• You will work closely with the existing team in the US and with Account Managers and Customer Success Managers based in EMEA. You will coordinate the work that moves a newly signed client from purchase to sustained usage at scale, partnering with Account Managers and Customer Success Managers throughout
• Your focus is on program coordination and driving adoption. If you’ve worked as an Onboarding Manager, Enterprise/Scaled Customer Success Manager, or any other form of program management role where the focus was adoption post roll-out, then this position may be a good fit for you!
• Own the onboarding and rollout program for large enterprise clients, including the project plan, critical milestones, and risk mitigation, from the pre-sale handoff through the first 90 days
• Serve as one of the main points of contact for the rollout, leading regular status meetings and aligning resources across Sales, Marketing, Product, and Customer Success
• Track signals such as time to first login, percentage of users reaching first login, retention on platform, and frequency of use, then act on them alongside the account team
• Partner with Sales before close to shape the rollout plan, then hand each account to Account Managers and Customer Success Managers with a maintenance plan after roughly 90 days
• Analyze adoption trends and potential bottlenecks and translate the data into clear, actionable insights for internal teams and client stakeholders
• Identify areas for improvement in our onboarding approach, document best practices and standardized playbooks, and build scalable processes for a smoother, faster onboarding experience across future clients
• Develop an understanding of the product, the customer persona, the reason for investment, and how this maps back to the customer lifecycle

Benefits

• Work from home opportunities- Experience with change management practices that help client organizations adopt a new tool after purchase
• Experience working with, at, or alongside financial services organizations such as investment banks, hedge funds, private equity firms, and venture capital firms. You understand how these firms operate, who their senior decision makers are, and how research and market intelligence tools fit into their day-to-day work. Experience with investment banking and hedge fund clients is especially relevant
• 4+ years in a client-facing onboarding, customer success, or program management role in a B2B SaaS environment. Relevant backgrounds include Onboarding Manager, Enterprise or Scaled Customer Success Manager, and Professional Services or Implementation roles where the focus was rollout and adoption
• Ability to work with adoption data, read signals such as time to first login and platform utilization, understand key trends, and develop both internal and external reports. Must be proficient in Microsoft Excel or Google Sheets (pivot tables, complex formulas, data validation)
• Strong communication skills to work with senior client stakeholders such as managing directors and partners, ensuring internal teams are aligned and projects are on track
• Sense of seeing a program through to completion and managing tasks. Familiarity with project management tools (Linear, Jira, Asana, Rocketlane) and CRM software (Salesforce) for tracking rollouts and client information is a must
• Interest in identifying operational inefficiencies and driving organizational change through scalable processes and documentation