Manager of Implementation Services, Coursedog

• This role requires deep understanding of our product suite and integration and involves both detailed support of our projects and customers, as well as higher level strategy
• 3-5+ years of customer-facing project management experience in a SaaS organization
• 1-2 years managing an implementation services team
• Familiarity with PSA tools for managing projects, time tracking, capacity planning, and forecasting
• Driven self-starter with an ownership mentality and a proven record of multi-tasking
• Ability to communicate user experience, UI, technical issues, and business and product requirements clearly and succinctly verbally and in writing
• Excellent analytical, problem-solving, and communication skills, with a bias for action and a growth mindset
• Thrives in a fast-paced environment with the flexibility to adapt to changing priorities and requirements

Desirable

• We are looking for a strong leader to co-manage our project management team, responsible for product implementations
• You will directly manage 8-10 project managers and report to the Senior Director, Implementation Services
• You will be responsible for solving complex customer needs, handling customer escalations, and growing and developing your team
• You will partner with the broader Customer Success team, Product, Engineering, Operations, and User Education to continuously improve efficiency and deliver incredible customer experiences
• Team Development: Conduct 1x1s, performance evaluations, and facilitate career growth and professional development of the project management team
• Process Improvements: Collaborate internally with cross-functional teams to improve processes, standardization, time to value, and the overall customer experience
• Collaboration: Work closely with Product, Engineering, Customer Success, and User Education to resolve complex technical issues, provide recommendations on product feature development, strategize on organizational improvements, achieve organizational and company-wide goals, and drive customer adoption
• Customer Focus: Continuously evaluate and proactively propose new ideas to improve the customer journey - resulting in a positive CSAT for implementation, high product adoption, and long-term retention
• Project Staffing: Utilize PSA tool capacity planning models to appropriately staff projects and forecast team utilization and hiring needs
• Deployment Forecasting: Drive adherence to project plan maintenance resulting in strong quarterly and yearly forecasting of project launches to support company goal tracking and resourcing

• Initial Phone Conversation
• Interview with the Hiring Manager
• Meet the Leadership Team
• Presentation
• Reference Check