SEO Implementation Team Lead

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

📋 Description

• Take ownership of the performance, wellbeing, and expansion of the Implementer team and its client portfolio from start to finish.

• Conduct daily lead meetings with peer Team Leads and the Implementer team sync.

• Hold regular one-on-one sessions with each Implementer; provide coaching in communication, technical skills, and agentic-engineering competencies.

• Keep performance management documentation updated, including Employee Performance records, Employee Review Board, Weekly Employee Review, and Deel feedback submissions.

• Review and approve team time tracking daily using Hubstaff.

• Establish and monitor quarterly team goals (EOS "Rocks").

• Maintain the IMP Scorecard, Retention scorecard, and customer health dashboard for the entire business portfolio.

• Track billing and quota utilization for each account.

• Own and refine internal reporting metrics (e.g., First Response Time).

• Review and formalize role permissions through the Permissions Matrix across the team.

• Act as the escalation point for issues that Implementers cannot resolve, including platform bugs, OTTO/MCP/integration failures, and billing problems.

• Take direct responsibility for at-risk or churning accounts by conducting post-mortems, managing offboarding negotiations, and developing new processes like a churn-flow SOP.

• Monitor and follow up on ongoing open tickets for implementation clients as a comprehensive catch-all for the team.

• Personally manage flagship/high-touch client relationships through weekly syncs and strategy reviews.

• Conduct sales discovery calls for new implementation projects.

• Prepare and send out proposals; finalize renewals and set up billing through Stripe.

• Build and maintain the SOP library, which includes implementation packages, technical-issue reporting, dashboard usage, and cancellation/contract language.

• Define and update package scopes (e.g., 2H/5H/10H/15H tiers).

• Standardize shared templates (master sheet, tab naming) across the team's accounts.

• Collaborate with Support, CSM, Product/Engineering, DevOps, Marketing, and Retention on shared accounts and tools.

• Design, create, and maintain internal dashboards and trackers for the team, including performance dashboards (30/90/180-day trends), a centralized implementation data hub, project/activity trackers, and client portfolio dashboards.

⛳️ Requirements

• Over 5 years of experience leading a client-facing implementation, support, or technical account management team.

• Comfortable managing both people and hands-on technical troubleshooting simultaneously.

• Working knowledge of tools such as Linear, ClickUp, Hubstaff, Stripe, and API integrations (GSC, GA4, GBP, or similar).

• Experience in building internal tools or automations, not just utilizing those created by others.

• AI native or highly proficient with AI tools; this is essential.

🏝️ Benefits

• 15 days of paid time off (PTO).

• Paid time off on Christmas Day and New Year's Day.