Futuri

Manager

• Own a centralized Jira queue for bugs, client requests, implementation blockers, and delivery-critical work across Futuri's products
• Triage new issues based on customer impact, implementation risk, and urgency
• Ensure every priority has one owner and one committed date
• Run a focused daily delivery review with Product and Engineering
• Surface blockers and dates at risk
• Escalate risks before deadlines are missed and drive recovery plans when timelines change
• Verify fixes in the customer environment before considering them complete
• Maintain release-readiness checklists for product releases and customer cutovers
• Coordinate internal implementation work for new customers, including CRM integrations, data feeds, SSO, user provisioning, mobile access, and configuration
• Keep the cutover calendar on track
• Provide CX with plain-English status updates for customer communications
• Maintain a centralized feature request log and close the loop with requesters when functionality ships
• Track delivery performance, open risks, aging issues, and committed dates for leadership
• Use Jira automation, Slack workflows, and AI tools to reduce manual tracking

Product Delivery Manager

Customer Support

• Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success
• Drive customers toward full implementation within 30 days of contract start
• Ensure milestones, prerequisites, integrations, training, and customer responsibilities remain on track
• Personally lead strategic, complex, or high-visibility implementations, including onsite install days and customer training
• Manage strategic customer relationships throughout the customer lifecycle
• Coach and support Partner Success Managers in implementation delivery, account management, customer communication, and issue resolution
• Ensure implementations meet Futuri standards, including product and CX QA before customer-facing training
• Own onboarding and stayboarding programs, including implementation sessions, training cadence, business reviews, feature adoption, and pre-renewal engagement
• Monitor product usage, account health, training activity, and customer engagement to identify and mitigate risk
• Build relationships with customer stakeholders across leadership and end-user teams
• Identify expansion opportunities and provide Sales with actionable context
• Partner with Sales on contract-to-implementation handoffs and resolve expectation, technical, or scope gaps
• Work with Product and Engineering on integration requirements, blockers, defects, and field feedback
• Maintain implementation status, customer activity, training history, account health, and escalation documentation
• Improve onboarding plans, training decks, quick-start guides, implementation documentation, and adoption resources
• Surface recurring customer challenges and adoption barriers to improve CX processes and product decisions
• Support account recovery plans for at-risk customers
• Travel regularly to customer locations for implementations, training, business reviews, and strategic engagements

Director of Customer Experience

• Own the overall Customer Experience and Partner Success strategy across Futuri’s product portfolio
• Lead, coach, and develop the CX organization, including Partner Success Managers, implementation resources, and future CX hires
• Establish roles, performance expectations, account ownership standards, escalation paths, and operating rhythms
• Build and manage the CX capacity model, including account loads, implementation capacity, hiring needs, team allocation, and coverage planning
• Own the implementation standard and ensure contracted customers are fully installed and actively using the product within 30 days of contract start
• Define implementation requirements including sequencing, prerequisites, integrations, QA, training, activation, and customer acceptance
• Establish onboarding and stayboarding frameworks across the customer lifecycle
• Define and operationalize customer health scoring and related CX actions
• Carry accountability for adoption, account health, retention, implementation performance, and gross revenue retention
• Develop the 12- to 18-month CX roadmap covering process maturity, automation, tooling, education, self-service, certification, reporting, and team development
• Build systems providing a source of truth for implementation status, engagement, product usage, training, account health, and retention risk
• Establish operating cadences for implementations, customer risk, escalations, renewals, expansion opportunities, and resource needs
• Partner with Sales on handoffs, implementation scoping, expectations, integrations, post-sale ownership, renewals, expansion, and cross-sell opportunities
• Partner with Product and Engineering on feedback, integrations, enhancement requests, defects, competitive intelligence, and adoption insights
• Own executive relationships with strategic accounts and lead customer recovery efforts when relationships or revenue are at risk
• Establish leadership reporting on implementation, adoption, account health, capacity, risk, retention, and CX effectiveness
• Develop scalable customer-facing resources including implementation documentation, training programs, admin guides, recorded education, and adoption content
• Build a self-sufficient CX team and foster accountability, urgency, curiosity, and customer ownership
• Remain involved in selected strategic implementations and customer engagements
• Travel regularly for strategic customer meetings, implementations, business reviews, team engagements, and executive relationships

Head of Customer Experience

• Lead customer implementations from sales handoff through launch, adoption, and transition into ongoing Partner Success
• Drive full implementation within 30 days of contract start, tracking milestones, prerequisites, integrations, training, and customer responsibilities
• Personally lead strategic, complex, or high-visibility implementations, including onsite install days and customer training
• Manage strategic customer relationships as a trusted point of contact throughout the customer lifecycle
• Coach and support Partner Success Managers in implementation delivery, account management, customer communication, and issue resolution
• Ensure implementations follow Futuri standards, including product and CX QA before customer-facing training
• Own onboarding and stayboarding programs, including implementation sessions, training cadence, business reviews, feature adoption, and pre-renewal engagement
• Monitor product usage, account health, training activity, and customer engagement to identify risks and act before renewal issues arise
• Build relationships with customer stakeholders across leadership and end-user teams
• Identify expansion opportunities and provide Sales with actionable context
• Partner with Sales on contract-to-implementation handoffs and resolve expectation, technical, or scope gaps
• Work with Product and Engineering on integration requirements, blockers, defects, and field feedback
• Maintain implementation status, customer activity, training history, account health, and escalation documentation in CX systems
• Improve onboarding plans, training decks, quick-start guides, implementation documentation, and adoption resources
• Surface recurring customer challenges and adoption barriers to inform CX processes and product decisions
• Support account recovery plans for at-risk customers
• Travel regularly to customer locations