Manager, Implementation Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the daily functions of the Implementation Consulting team, which includes recruiting, coaching, mentoring, and engaging consultants to enhance customer success and satisfaction.

• Anticipate, strategize, and manage the transition of customer accounts among Implementation Consultants to maximize satisfaction and balance workloads.

• Assist Implementation Consultants in managing the initial onboarding process, with a specific focus on understanding client objectives, their business, their data, and ensuring the quality of product configuration for clients.

• Evaluate and enhance Implementation through performance management and training initiatives, offering leadership knowledge and guidance to colleagues within the Customer Success department.

• Foster and maintain a friendly, productive, collaborative, and service-oriented work culture within the Implementation Consultant team.

• Direct the team to effectively collaborate with Assent’s remote international workforce to boost productivity and efficiency.

• Collaborate with members of the assigned account team to assist in customer escalations and ensure prompt resolutions.

• Provide timely and insightful feedback and recommendations to the Directors regarding the function's requirements and needs to achieve objectives.

• Monitor and report on key business KPIs to assess team performance and pinpoint areas for enhancement.

• Advocate for and work closely with all internal groups to ensure cohesion on special projects and execution, driving ongoing improvement and efficiency within the Implementation Consultant teams.

• Stay informed on regulatory updates to effectively support the team and clients, ensuring compliance with applicable standards.

• Collaborate with Supplier Success, Sales, and Data management on process enhancements and shared team objectives to improve customer value and service delivery.

⛳️ Requirements

• 5-8 years of experience in customer success management, consulting, or project management roles;

• At least two years of experience mentoring and/or leading teams, with a strong passion for developing others;

• Strategic and business-oriented - you are a critical and creative thinker who proposes, implements, and supports efficient and effective operations driving Assent toward continuous improvement;

• A strong team player who is always ready to assist and motivated to share expertise with a diverse array of resources to support business objectives;

• Excellent time management and organizational abilities - capable of effectively prioritizing and executing multiple tasks for various client accounts and internal stakeholders.

🏝️ Benefits

• Vacation time that increases with tenure

• Comprehensive benefits packages (details vary by country)

• Life leave days

• Flexible work options

• Volunteer days

• Opportunities to participate in corporate giving initiatives

• Professional development days available from day one