Job Description
Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.
Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft.
The Implementation Team within Customer Experience plays an integral role at Lucid Software by setting up each of our customers for long-term success. Each Implementation Consultant (“IC”) is a strategic leader in the onboarding journey. They don’t just implement software; they serve as a trusted advisor, proactively challenging the "current state" to find more efficient ways for our customers to work. Theyl manage complex, multifaceted engagements, ensuring high adoption and delivering solutions that exceed anticipated value.
Responsibilities:
Lead the delivery of best-in-class onboarding experiences for high-value Lucid customers, prioritizing key actions that drive high adoption and long-term retention.
Discover and drive customer-desired outcomes, consistently adjusting service delivery to align with business objectives and success criteria.
Excel in managing multiple complex customer engagements. Prescribe and enforce key milestones for all stakeholders, maintaining a sense of urgency and proactively managing expectations.
Serve as an expert on change management and account configuration. Proactively follow industry trends to develop new approaches that drive customer strategy.
Coordinate the successful delivery of technical solutions within broader implementation projects, including (but not limited to) customer migrations, SSO and SCIM configurations, integrations, account consolidations, etc.
Collaborate with customers, account teams, technical consultants, and solutions consultants in order to appropriately scope projects and deliver customized solutions.
Persistently communicate the value of Professional Services, advocating for our catalog in all engagements and identifying opportunities for upselling.
Requirements:
Bachelor's degree with strong academic performance.
4+ years of experience in a client-facing role in a SaaS environment or larger enterprise; preferably in an implementation, implementation consulting, customer success, technical solutions, or change management.
Exceptional task management skills with the ability to prioritize across a high-volume workload. PMP or similar certification is strongly preferred.
Strong organization and attention to detail.
Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users
Empathy and a passion for problem-solving.
Ability to thrive in a fast-paced, start-up-type environment
Bias towards finding solutions vs. shutting down ideas
This position is hybrid, combining remote work with in-person collaboration at our South Jordan office two days per week (Tuesday and Thursday).
Preferred Qualifications:
Subject matter expertise in innovation, organizational agility, digital transformation, or change management.
Experience mentoring others or leading internal initiatives to improve team processes.
Experience performing large, complex data migrations and navigating the technical roadblocks associated with enterprise-level deployments.
Ability to drive complex projects to completion.
Ability to thrive in a fast-paced environment while teaching others how to manage their personal capacity and workload effectively.
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