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Technical Project Manager - Customer Success

Company: Klarity
Location: San Francisco
Posted on: September 21, 2023

Job Description:

Overview (YCombinator S18) uses Generative AI to automate document review for Finance and Accounting teams at companies like Zoom, Zendesk and Cloudflare.. Klarity solves the problem of messy and incomplete data in systems like Salesforce and Netsuite. The RoleKlarity's key customers are seasoned CFOs, Controllers, and Revenue Accounting leaders who are also cutting edge in their commitment to innovating very manual, high-stakes document review processes. Klarity's main use cases are Billing, Order Management and Revenue Recognition. We are looking for someone exceptional to be our first Technical Project Manager. Your job will be to fully own the implementation experience for Klarity's largest enterprise customers and deliver excellent outcomes. It is a role that straddles people, process and product and you will work with a broad set of internal client-facing teams.We recently launched Klarity 2.0 - a Gen AI native product version - to much customer fanfare. We're experiencing hypergrowth and significantly exceeding revenue targets. Much of this growth is coming from Klarity's largest enterprise customers so your role will be critical in meeting this demand and delivering a supreme customer experience.Responsibilities:To own the entire implementations lifecycle from start to finish.

  • Discovery:
    • Lead the discovery process to deeply understand the customer, their business objectives, their workflows, and their goals.
    • Make sense of ambiguous and/or complicated business requirements and translate them for a variety of audiences.
    • Distinguish between "must-have" and "nice-to-have" requirements.
    • Relationships:
      • Foster strong relationships with multiple stakeholders on the customer side.
      • Exhibit the quality-of-judgment and gravitas to win the trust of customer executives and skeptics.
      • Communication:
        • Be the primary point of contact to the customer for the implementation phase.
        • Provide regular status updates on milestones and the overall project for internal and external audiences.
        • Communicate priorities and requirements across internal teams with clarity and respect.
        • Project management:
          • Define project milestones and meet them; clearly communicate dependencies and ownership.
          • Identify and mitigate project risks such as scope creep, stakeholder engagement, customer IT resourcing, internal backlogs; escalate appropriately to internal and/or customer executives.
          • Process building:
            • Maintain knowledge of all product features including the ability to train new users.
            • Contribute to the standardization and promote best practices within the implementation processes while Klarity continues our rapid growth.Requirements
              • 5-10 years prior experience in Technical Project Management, Sales/Success/Solution Engineers, or other Customer-facing roles with Mid-Market or Enterprise business customers.
              • Strong track record of successful implementations to blue-chip customers of $200k+ Annual Contract Value.
              • A desire to be on the bleeding edge of Gen AI and be the first to develop the Enterprise Gen AI implementations playbook.
              • You have the desire and ability to go deep into the weeds of complex enterprise workflows like RevRec, Billing and Order Management. You are familiar with the enterprise Finance stack: CRM, ERP, CLM.
              • Sufficient comfort with technical complexity to break requirements into bite sized chunks that can be delegated to engineers. Not needing to loop in tech support for anything technical.
              • You enjoy high-paced environments where you get to wear multiple hats.
              • You enjoy the feeling of being outside your comfort zone and building new processes to reduce ambiguity for others.
              • You have a history of fostering strong working relationships with customers and teammates. Equally, you are able to respectfully but assertively handle tension; be it scope external creep or internal deadline adherance.
              • Ownership mentality and initiative - if you see something needs to be done, go do it!
              • Meets and adheres to Service Level Agreement standards on a consistent basis.

Keywords: Klarity, San Francisco , Technical Project Manager - Customer Success, Executive , San Francisco, California

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