Sr. Manager, Implementation

Requirement, Roles & Responsibilites

• What You’ll Be Doing: 
• Manage a team of Managers of Customer Success focused on product implementation, solutions services, customer health indicators related to churn, adoption, and satisfaction.
• Ensure all team members consistently meet departmental standards and objectives to drive optimal customer retention.
• Lead your team of Managers, Customer Success and their teams, and ensure they are successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics.
• Support the organizational goals and participate in planning to execute business activities such as staffing, goal setting, training & knowledge opportunities and resource planning.
• Create, lead and ensure your managers and teams are successful by coaching, developing, inspiring, motivating, encouraging and holding them accountable against established KPIs, SOPs, playbooks, road maps, policies and procedures.
• Measure and provide detailed analysis on success against team’s growth KPIs and metrics, continually maintain team’s accurate data.
• Conduct consistent and impactful performance conversations, conflict management and coaching sessions with team members and managers.
• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted.
• Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience. Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement.
• Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving. 
• Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement and maintain strong customer satisfaction ratings and retention through quality assurance of team’s impact.
• Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes.
• Ensure automations and internal processes are successful and impactful and functioning properly.
• Partner with the Head of Customer Success regarding forecasting, budget management, optimization of talent and resources, and the impact.
• Continued optimization of current process and future ideals. 
• Manage (to completion) projects involving complex work streams and cross-functional collaboration with internal departments to create and confirm efficient workflows and relationships and ensure visibility and alignment.
• Be the “voice of the customer” to improve customer service quality results by collaborating with your team of managers to study, evaluate, and redesign processes; establish and communicate service metrics; monitor and analyze results; and implement changes and improvement methods to enhance customer experience.
• Proactively drive business improvements based on customer feedback, churn risk criteria, new features and customer implementations.
• Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers (customer complaints, CSAT results and relationships to assure customers satisfaction), or from other HighLevel functions.
• Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, transitions and other opportunities.
• Managing and engagement efforts with enterprise accounts, as needed.
• Collaborate with the product team by providing status updates and customer feedback, while prioritizing customer features and requests.
• Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations and drive educational materials or workshops for the team.
• Creating training and implementing new functional teams, as needed.
• Other duties may be assigned and/or modified as business needs change


• What You’ll Bring:
• BA/BS in a relevant field or equivalent customer success managerial experience required. 
• 10+ years of total experience with fast-paced, results driven, technical customer-facing teams for a SaaS or Product-Led Growth startup company preferred.
• 5+ years of team management experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required.
• You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you. Prior experience partnering and influencing customers, senior management and team members in developing their strategic direction.
• Prior experience exercising and utilizing project management skills to identify and align strategies and new processes that will impact the customer experience. Strong collaboration, time-management and prioritization skills are critical to the success of this role.
• The ability to build and maintain strong relationships internally with senior leadership, teams and customers.
• Strong experience using data/analytics tools to solve problems, measure the impact of your work and execute projects. Ability to collaborate and influence cross-functional teams and champion new concepts and ideas.A strong technical aptitude to help our customers succeed with the HighLevel software.
• Experience working with and or ability to learn the use of various reporting tools to leverage data, analytics and automation to drive demonstrable customer and team success.
• Strong customer facing listening, presentation and communication skills.
• Demonstrated approach to problem solving and conflict management.
• Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results. Flexibility of schedule to ensure coverage on staffing needs and sustain productivity expectations.
• Able to travel for meetings and events such as summits, masterminds, conferences, retreats, training, leadership meetings, etc.
• Working Knowledge of the following applications strongly preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, MAC, etc.