Senior Manager, Implementations

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

📋 Description

• Oversee and coordinate activities across more than 500 simultaneous customer implementations, identifying potential risks before they escalate into issues.

• Establish clear expectations with both customers and internal teams, while proactively updating them on status without needing prompts.

• Present portfolio health, risks, and progress to leadership in a clear and understandable manner.

• Lead and mentor a team of Implementation Managers, ensuring that the team adheres to the same high standards of diligence and commitment.

• Act as the primary contact for at-risk or dissatisfied customers, directly addressing and resolving their concerns.

• Develop and enhance playbooks and workflows that improve consistency and quality within an expanding team.

• Collaborate with Sales, Product, Customer Success, and Support to harmonize expectations and close feedback loops.

• Be prepared to travel approximately 10% for kickoffs, customer events, and industry conferences.

⛳️ Requirements

• A minimum of 5 years of experience in implementation, onboarding, professional services, or project management.

• At least 2 years of experience in a managerial role.

• Proven capability to handle a substantial volume of concurrent projects/accounts with meticulous attention to detail and follow-through.

• Experience in proactively communicating status updates and establishing expectations with both customers and internal stakeholders.

• Background in leading customer-facing teams and successfully delivering projects on time and within scope.

• Experience in developing or enhancing scalable processes.

• Bachelor's degree or equivalent practical experience.

• **Preferred Qualifications:**

• Background in a B2B SaaS or technology setting.

• Familiarity with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero).

• Experience working with enterprise customers and managing complex, multi-stakeholder rollouts.

• Passion for animals and pets, with experience in a veterinary practice.

🏝️ Benefits

• Medical coverage for employees and their dependents, with 80-90% covered by the employer.

• Employer contributions to HSA with HDHP.

• 401(k) matching up to 3.5%.

• Dependent Care Flexible Spending Account (FSA).

• Available Dental & Vision coverage.

• Basic Life and AD&D Insurance provided.

• Short and Long Term Disability coverage.

• Flexible Time Off along with 12 paid annual holidays.

• Paid Parental Leave offered.

• Pawternity Leave, Financial Pet Adoption Support, and subsidized Pet Insurance.

• An annual stipend of $250 for Learning and Development.