Sr. Manager, Implementations
New
Based in United StatesFull-TimeManager
Salary$108,000 - $124,000 per year
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Job Details
- Experience
- 5+ years of experience in implementation, onboarding, professional services, customer operations, or project management roles; 2+ years of experience managing and developing teams.
- Required Skills
- Project ManagementSalesforceProcess improvementZendesk
Requirements
- 5+ years of experience in implementation, onboarding, professional services, customer operations, or project management roles.
- 2+ years of experience managing and developing teams.
- Proven ability to manage a high volume of simultaneous projects or customer accounts while maintaining strong execution and follow-through.
- Experience leading customer-facing teams and delivering projects on time and within scope.
- Strong communication skills with the ability to manage expectations across customers, leadership, and cross-functional teams.
- Demonstrated experience creating and improving processes that enable scale and operational consistency.
- Strong project management skills with exceptional attention to detail and organization.
- Ability to identify risks early, solve problems effectively, and drive accountability across teams.
- Bachelor’s degree or equivalent practical experience.
- Experience working in a B2B SaaS or technology environment (preferred).
- Familiarity with customer experience and operational tools such as Salesforce, Wrike, Zendesk, or ChurnZero (preferred).
- Experience managing enterprise customers and complex, multi-stakeholder implementations (preferred).
Responsibilities
- Manage and oversee a large portfolio of concurrent customer implementations, proactively identifying risks and ensuring projects stay on track.
- Lead, coach, and develop a team of Implementation Managers while setting high standards for communication, organization, and execution.
- Establish clear expectations with customers and internal stakeholders, providing proactive updates on project status, timelines, and risks.
- Monitor implementation health and provide leadership with clear reporting on progress, challenges, and opportunities.
- Serve as the senior escalation point for complex implementations, customer concerns, and high-risk situations.
- Build, improve, and maintain implementation processes, playbooks, and workflows that support team scalability and operational excellence.
- Partner closely with Sales, Product, Customer Success, and Support teams to ensure smooth handoffs and alignment throughout the customer journey.
- Gather insights from customer implementations and help improve products, processes, and overall customer experience.
- Participate in customer kickoffs, events, and industry conferences, with approximately 10% travel expected.
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