Senior Implementation Manager

5+ years experience in customer-facing consulting roles, ideally with experience in customer-facing engagements in a consulting firm.

Complex project experience. You understand what it takes to help customers be successful at scale, taking into account the complexities of the enterprise.

Customer-centric. You’re genuinely passionate about helping customers see the value of Asana as a solution for their business problems and serving as an advocate for their success by leading impactful, engaging sessions and synthesizing valuable feedback on their behalf back to cross-functional teams. You’re deeply committed to customer service and satisfaction – this is the skill you have used to build business in the past.

Relationship-builder. You have a honed ability to build relationships, using both courage and candor in a manner that fosters credibility, trust, and opportunity with clients and colleagues. You understand different stakeholder dynamics and how to optimize for what’s best for all involved.

Solutions-oriented. You have a growth mindset, a high general business acumen for what drives success for our clients as well as how change impacts that success, and an aptitude for taking the initiative and problem-solving in the face of ambiguity.

Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

Deeply understand Asana the product as well as each customer’s business, including the business issues and problems being resolved by the engagement and Asana, to serve as both a product expert and trusted advisor through the change process

Develop a creative, tailored engagement scope for each customer based upon their complex processes, needs, and jointly set goals to ensure a successful change; develop tailored, customized content to accompany engagement, as needed

Act as a senior program leader on our most critical and large deployments, coordinating workstreams, and managing dependencies, scope, and risks, as well as coordinating resources to ensure a seamless enterprise-grade customer experience

Facilitate the change management process and associated engagement activities, such as customer training, executive reviews, and regular progress meetings to ensure engagement success and customer adoption

Analyze the strengths and opportunities of our professional services offerings and engagements, both at a customer and broader program level, to drive continuous enhancement of our program and how we serve our amazing customers

Partner with internal relationship stakeholders to deliver a cohesive customer experience from pre-sales of the engagement all the way through to transition touchpoints and beyond