Sr. Manager, Implementations
New
United StatesFull-TimeManager
Salary$108,000 - $124,000 a year
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Job Details
- Experience
- 5+ years in implementation, onboarding, professional services, or project management; 2+ years managing people
- Required Skills
- Project ManagementPeople ManagementSalesforceProcess improvementZendesk
Requirements
- 5+ years in implementation, onboarding, professional services, or project management
- 2+ years managing people
- Demonstrated ability to manage a high volume of concurrent projects/accounts with strong attention to detail and follow-through
- Experience proactively communicating status and setting expectations with customers and internal stakeholders
- Experience leading customer-facing teams and delivering projects on time and on scope
- Experience building or improving processes that scale
- Bachelor's degree or equivalent practical experience
- Experience in a B2B SaaS or technology environment preferred
- Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero) preferred
- Experience working with enterprise customers and complex, multi-stakeholder rollouts preferred
Responsibilities
- Track and manage activity across 500+ concurrent customer implementations, catching risks before they surface as problems
- Set clear expectations with customers and internal teams, and proactively communicate status without being asked
- Report portfolio health, risk, and progress upward to leadership in a clear, digestible format
- Lead and coach a team of Implementation Managers, holding the team to the same standard of rigor and follow-through
- Step in as the senior point of contact on at-risk or unhappy-customer situations, resolving issues directly
- Build and refine playbooks and workflows that raise consistency and quality across a growing team
- Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops
- Travel ~10% for kickoffs, customer events, and industry conferences
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