Enterprise Implementation Manager

The Enterprise Implementation Manager (EIM) is assigned to customers once the deal is closed. EIMs ensure that customers understand and experience the value of Altium’s Enterprise solutions (AES). The EIM enables the customer’s successful implementation of AES, and ensures they are productive. The effectiveness in influencing both internal and external stakeholders is the single most important characteristic of the EIM. EIMs demonstrate value, can put systems and processes into common practice, and efficiently resolve internal and external issues. The EIM plays an indispensable role in bridging the gap between the Altium Sales, Customer Success (Technical Support) and R&D organizations.

Key Competencies: 

1. Ability to think strategically and understand Altium’s goals and objectives, and influence decisions and policies that will help Altium AND the customer achieve goals and objectives.
2. Possess emotional intelligence to empathize with the customer, understand who the customer is, how they think, and translate that into customer requirements.
3. Be action-oriented and leverage project management skills to work effectively with deployment and technical support teams.
4. Be proactive and capable of driving improvements to systems, processes, products, and solutions.

Work with Account Managers, Solution Architects and other EIMs on training, guiding, and coaching customers through the myAltium engagement process.

• Project management of the Implementation and ensure the customer’s ongoing success post deployment.
• Use in-depth knowledge of client, industry, business processes, and deep knowledge of the product and technical expertise to drive and increase adoption and usage of AES.
• Serve as the post-sale point of contact for customers during AES implementation.. 
• Collaborate with Altium’s Customer Success (Technical Support) and R&D organizations to ensure timely resolution of issues, and to propose solutions that continually add value to the customer.
• Handle escalations of implementation and customer productivity blocking issues, and coordinate related activities with Sales, R&D, and Customer Success (Tech Support).
• Work with Solution Architects and R&D to resolve software issues that have the highest impact to the customer and Altium’s business.
• Build excellent customer relationships, and influence them to adopt recommended best practices.
• Work with Account Managers to reduce churn, and enable client expansion, renewal and retention.
• Be a customer advocate. Promote a customer-focused culture across Altium to continually improve customer relationships and Altium capabilities.

• Bachelors/Masters degree in Electrical Engineering, Mechanical Engineering, or equivalent degree and experience
• At least 5 years of experience in customer success, account management, or a client-facing role in Electronic Design Automation (EDA) 
• Experience with PCB ECAD Library/component management, PLM, and databases desirable
• Ability to engage customer at business level, drive alignment, and execution
• Ability to be highly effective in a matrix management organization
• Excellent communication skills, both written and verbal
• Able to travel 30%