Migrations Manager, Circle

• Strong alignment with our values. Find our values on our career page if you haven’t read up on them yet
• You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5
• You have at least 3 years of experience in working with email marketing providers, CRM migrations, or platform migrations, managing processes end-to-end and working directly with customers. You've probably held a role like Implementation Manager, Migration Manager, Solutions Architect, or similar in the past
• You’re a team player with a high level of integrity and a desire to assist your team. You enjoy working with cross-functional teams and are able to effectively balance competing priorities to make decisions that best support the customer, the team, and Circle
• Strong project management skills, with the ability to juggle multiple projects and meet deadlines
• Experience creating and documenting scalable processes from scratch
• Technical aptitude to understand and work with email marketing tools, data imports, and automations
• Customer-focused mindset with a passion for creating exceptional user experiences
• You’re resourceful. You may not have all the answers, but you know how to find them
• You’re self-motivated, proactive, and work effectively in a highly ambiguous, ever-changing environment

Desirable

• We are looking for a Migrations Manager that is excited by the opportunity to build, deliver and manage an entirely new service offering at Circle: Email Migration Services. In late 2024 we announced our new Marketing Hub, which gives our customers the ability to send email broadcasts, build marketing automation campaigns, and manage their newsletters directly in Circle.
• Alongside the launch of this new product, we plan to expand our migration services portfolio with the addition of email migrations (we also offer course migrations & payment migrations).
• This role will be the primary owner of this service line, and responsible for performing the initial pilot migrations, defining best practices and process documentation, creating and executing a plan to scale, and managing internal or contracted teammates to support in delivery
• Lead the execution of our first customer email migrations, gaining hands-on experience to understand the core service requirements, customer expectations and sequencing of required events
• Develop a structured migration process & customer experience from intake through completion. This may include things like designing migration request flow, creating template and workflows, implementing new project management systems, and consulting with internal team to build necessary tooling
• Partner closely with internal teams, including product, customer success, internal tooling, and marketing to align migration services with overall business goals, and ensure a seamless migration experience for customers
• Create detailed documentation, such as migration checklists, timelines, customer communication templates, FAQs, etc
• Define success metrics for the migration service, monitor performance to identify areas for optimization, and create forecasting to ensure we’re setup to deliver for growing demand
• Manage customer expectations throughout the migration process, ensuring a smooth and positive experience, and serve as primary point of escalation as needed
• Build and manage a team of contractors or migration specialists to support scaling the service as demand grows
• Provide feedback to the product team based on customer migration experiences to inform platform improvements and prioritization
• Understand the Circle platform inside and out to serve as a product expert and trusted advisor through your engagements