Responsible for managing and guiding a team of Implementation Specialists & Project Managers who execute on implementation delivery for new customers. The Sr. Manager, Implementation Services reports to the Director, Customer Success and will be directly responsible for the successful execution of multiple concurrent implementation projects for customers across various industries, products, and technical landscapes.
What you’ll do:
- Directly manage, lead, coach and develop a team of Implementation Specialists and Project Managers including setting performance expectations, providing feedback, and conducting regular reviews
- Be responsible for the overall strategy of the implementation services team including identifying areas of improvement, developing new processes, and driving adoption of best practices
- Partner with Product, Engineering, Sales, and Customer Success to ensure seamless execution of implementation projects
- Drive operational excellence in implementation delivery, including but not limited to, project management, resource planning, and risk management
- Maintain a current understanding of internal business priorities, product strategy, technical roadmap, and operational processes within product, engineering, and support
- Drive timely completion of all projects within defined scope and budget
- Lead the development and execution of strategies to increase customer satisfaction and reduce churn
- Oversee the development and delivery of training materials for new and existing customers
- Be accountable for team’s performance against KPIs, including utilization, on-time delivery, and customer satisfaction
- Act as an escalation point for customer issues and provide guidance to the team on conflict resolution
Requirements:
- Bachelor’s degree in business, computer science, or related field
- Master’s degree preferred
- 7+ years of experience in implementation, professional services, or customer success, with at least 3 years in a leadership role
- Proven experience in managing and developing a team of implementation specialists and project managers
- Strong understanding of project management methodologies and tools
- Excellent communication, interpersonal, and presentation skills
- Ability to work effectively in a fast-paced, dynamic environment
- Demonstrated ability to build strong relationships with customers and internal stakeholders
- Experience with SaaS implementation preferred
- Ability to travel up to 25%
