Senior Manager of Implementation
New
T
Triple WhaleE-commerce MarTech
Remote- USFull-TimeManager
Salary130,000 - 150,000 USD per year
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Job Details
- Experience
- 5+ years of experience in SaaS implementations, onboarding, professional services, customer success, or a related customer-facing function; 2+ years of experience leading, coaching, and developing high-performing teams.
- Required Skills
- Project ManagementArtificial IntelligenceDigital MarketingData analyticsChange ManagementCustomer SuccessSaaS
Requirements
- 5+ years of experience in SaaS implementations, onboarding, or customer success.
- 2+ years of experience leading, coaching, and developing high-performing teams.
- Experience leading Implementation or Professional Services in a high-growth SaaS environment.
- Strong project management skills overseeing complex, concurrent customer implementations.
- Excellent written and verbal communication skills.
- Strong understanding of digital marketing, analytics platforms, and data integrations.
- Experience supporting eCommerce, MarTech, or data-driven technology platforms.
- Deep knowledge of onboarding methodologies and change management strategies.
- Analytical mindset with ability to leverage data for performance improvements.
- Highly organized and detail-oriented approach to prioritization.
Responsibilities
- Lead, hire, coach, and develop a high-performing Implementation team.
- Define implementation strategy, playbooks, staffing models, and global capacity planning.
- Execute goal-based onboarding tied to attribution and ad efficiency metrics.
- Build an AI-first, self-serve onboarding experience in partnership with Product and Support.
- Monitor and drive operational metrics like time-to-first-value and onboarding CSAT.
- Own the handoff process between Implementation and Customer Success.
- Route technical work to Solutions Architecture and provide feedback to Product and Engineering.
- Act as a senior escalation point for high-risk or stalled implementations.
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