Senior Implementation Manager

The Senior Implementation Manager plays a crucial part in ensuring our customers have a smooth and successful onboarding experience. They will be responsible for facilitating a seamless transition to the implementation specialist from sales contract signature, and ensuring follow through delivery from their direct reports meets the standard expectation for quality delivery.

Requirements

• Assign new sales direct to implementation specialists for smooth delivery.
• Ensure follow-up and responsive outreach to customers throughout.
• Maintain clear and timely communication with customers, addressing any concerns or questions and providing necessary resources and support.
• Manage 5-10 employees, conducting recurring 1:1 check-ins, managing their workload and helping improve their skillsets, where needed.
• Work with other Services leaders to implement new processes and workflows to the delivery team.
• Monitor implementation KPIs (such as time-to-live, customer satisfaction, onboarding health score, etc.) and continuously improve processes
• Document implementation processes and contribute to playbooks and internal knowledge base
• Work closely with Sales during pre-sales and transition to align on customer needs and expectations
• Provide feedback to Product, Sales, and Engineering based on onboarding trends and needs
• Train new hires for the Implementation team
• Assist team members with escalated matters and be the first (or second) point of escalation

Benefits

• 401k Matching
• Retirement Plan