Job Description

1. Implementation & Professional Services Management Oversee the Implementation & Pro Serv Pod, ensuring smooth and timely delivery of customer onboarding and solution deployments. Lead a team of Implementation Coordinators and Pro Serve specialists, fostering collaboration, accountability, and efficiency. Manage handoffs from Customer Success and ensure escalations are handled with speed and accuracy. Monitor project timelines, capacity, and performance metrics to drive operational excellence. Implement best practices and standardized processes across delivery teams. Develop and execute enablement strategies for internal teams and partners to improve product readiness and knowledge transfer. Process & Quality Improvement Build and refine SOPs, playbooks, and frameworks for consistent service delivery. Establish performance metrics (SLAs, CSAT, training adoption, etc.) and report progress to leadership. Partner with Customer Success, Product, and Support to ensure a seamless customer experience. Drive alignment between implementation timelines, partner enablement programs, and support readiness. Serve as the operational escalation point for key client or partner issues. Increased efficiency in handoff and escalation processes. Improved enablement adoption and training effectiveness. Coach and mentor staff across four verticals; drive engagement, accountability, and professional growth. Set and track individual and team goals, ensuring alignment with broader organizational objectives. Lead recruitment, onboarding, and training for new team members. 10+ years of experience in operations management, implementation, or enablement, ideally in SaaS or service delivery environments. Proven experience managing multi-disciplinary teams (implementation, operations, or customer success). Strong analytical and process optimization skills; familiarity with CRM and project management tools (e.g., Salesforce, Gainsight, Jira). Excellent communication, stakeholder management, and leadership skills. Demonstrated ability to work in a fast-paced, matrixed organization.

Skills Required