Senior Manager, IM
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Job Description
Senior Manager of Implementation leading customer onboarding for a communication platform enhancing school-parent relations. Overseeing a team to provide exceptional service and seamless experiences in the education sector.
Responsibilities:
- Hiring, training, motivating and coaching Implementation Managers (IMs)
- Accomplishing team results by communicating job expectations; planning, monitoring, and appraising job results
- Defining objectives, identifying and evaluating trends and options, and evaluating outcomes
- Maintaining quality service by enforcing quality and customer service standards
- Analyzing and resolving quality and customer service problems, and recommending system improvements
- Organizing and overseeing team training needs in collaboration with engineering and the Directors of Implementation and Support
- Troubleshooting, overseeing and supporting/escalating issues in the implementation process
Requirements:
- 2+ years of experience managing or leading a team of 5 or more
- 2+ years of experience and proven success in customer implementations within an Edtech company or school/district
- Bachelor’s degree (or higher) from an accredited college or university preferred
- Excellent project and time management skills with the ability to maintain multiple different projects in different phases at the same time
- Extensive experience in leveraging technology to support implementation (i.e. Hubspot, Jira, Zendesk)
- Familiarity with SFTP and API for the purpose of collecting data
Benefits:
- Employer-paid health insurance (including dependent coverage)
- An employer-matched 401K retirement savings program from day 1
- Paid Parental Leave
- Stock options
- Health + wellness reimbursements
- PTO that increases each year
- 15 paid holidays, including your birthday!
- Fully remote team with tools and equipment provided for home office
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