- Lead, coach, and develop a team of Implementation Managers.
- Set clear performance expectations and KPIs; conduct 1:1s and reviews.
- Identify skill gaps and create individual development plans.
- Recruit and onboard new Implementation Managers.
- Own and continuously improve the end-to-end implementation playbook.
- Build and iterate on scalable processes, templates, and tooling.
- Define and track team-level KPIs.
- Identify and resolve systemic blockers to subscription conversion.
- Serve as an escalation point for complex customer situations.
- Partner with Sales, Technical Support, and Product teams.
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