XTN-1D53563

Department Description

The Implementation team within Customer Success is dedicated to onboarding new clients and managing product additions for existing customers ensuring seamless deployment of the company’s software solutions. By collaborating closely with clients this department works to understand their specific needs configure the software to meet those requirements guide them through the setup integration and training process and ensure a successful launch.

Role Description

The Manager Implementation is responsible for leading the deployment of SOCi’s platform for customers ensuring successful onboarding and adoption of our solutions. This role requires strong project management skills technical proficiency and excellent communication abilities to collaborate effectively with clients and internal teams while also directly managing the implementation and listing specialists. The Manager Implementation will ensure high performance meet utilization targets and deliver exceptional customer implementation experiences. The ideal candidate possesses strong leadership skills a deep understanding of SaaS product implementations and the ability to drive team success in a fastpaced environment.

The main responsibilities of a Manager Implementation include:

• Team Management: Manage a team of offshore implementation specialists including hiring training performance evaluations and professional development to build a highperforming team.
• Performance Monitoring: Collaborate with Customer Success Leadership to establish and track KPIs for implementation specialists focusing on individual and team utilization targets project completion rates customer satisfaction and overall quality of work.
• Resource Allocation: Efficiently allocate resources to balance workloads among the team maximizing the utilization of specialists while meeting project timelines and customer expectations.
• Project Oversight: Oversee the implementation process for SOCi accounts assigned to the team working closely with specialists to resolve issues provide guidance and ensure successful project completion.
• Process Improvement: Identify opportunities to improve the implementation workflow developing best practices and standardizing procedures to enhance efficiency and customer onboarding quality.
• Customer Engagement: Act as an escalation point for customer issues during the implementation phase collaborating with the team to address concerns and ensure customer satisfaction.
• Collaboration: Work with other departments such as sales product development and customer success to ensure alignment and a seamless customer onboarding experience.
• Reporting: Provide regular reports on team performance utilization rates and project status to senior management offering insights and recommendations to optimize operations.
• Training and Development: Develop training programs and materials to keep implementation specialists updated on the latest product features industry best practices and customer service skills.
• Utilization Management: Monitor and manage team utilization targets ensuring specialists are effectively assigned to projects and tasks to optimize billable hours.
• Adaptability: Be willing to adapt to changes in job responsibilities as needed by the business and accept other duties as assigned.