Senior Manager, Implementation Ops
United StatesFull-TimeManager
Salary125,000 - 150,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years in operations, with at least 3 years specifically in customer success, onboarding, implementation, or post sale operations.
- Required Skills
- SalesforceReportingCustomer Success
Requirements
- 5+ years in operations, with at least 3 years specifically in customer success, onboarding, implementation, or post sale operations.
- Strong Salesforce user with experience designing reports, dashboards, and business processes.
- Proven track record of building and operating measurable processes at scale.
- Hands on experience with AI tools used inside operations workflows (QA, automation, summarization, agent assist).
- Comfortable in a player coach role.
- High ownership.
- Operational rigor.
- Cross functional pragmatism.
- AI forward.
- Customer obsessed.
Responsibilities
- Map the end to end implementation lifecycle, from sales handoff through onboarding and launch.
- Identify and eliminate bottlenecks and design new processes that scale.
- Build and maintain SOPs, playbooks, and enablement that the front line teams actually use.
- Drive measurable, specific outcomes against the metrics that decide whether implementation is working: bring down average time to launch, reduce pre-launch CSAT issues, and minimize revisions per customer.
- Partner with RevTech on the Implementation footprint inside Salesforce.
- Partner with Analytics to design the reporting layer for Implementation, including the data marts and metric definitions that will anchor trustworthy operational reporting and AI assisted analysis going forward.
- Build the AI assist surface for Implementation workflows: QA, summarization, automation, and agent assist tooling that removes manual work without compromising quality.
- Define the Implementation metric set used to run the business: first pass rate, time to launch, CSAT, capacity utilization, revisions per launch, and churn linkage.
- Build the dashboards and recurring reporting that make those metrics trustworthy and easy to act on.
- Work hand in glove with our Director of CS Operations on the support and CSM side, so post-sale ops operates as one team.
View Full Description & ApplyYou'll be redirected to the employer's site
