Full-Time Senior Implementation & Support Manager

• Implementation Management: Lead the end-to-end implementation process for new customers. Collaborate with cross-functional teams. Analyze client needs, customize solutions, and integrate the SaaS platform with existing systems. Develop and improve implementation practices.
• Customer Support Leadership: Oversee the customer support team. Develop support workflows and SLAs. Monitor key performance metrics. Escalate critical issues to appropriate teams. Build and maintain a knowledge base. Maintain close customer prelateship and handle critical matters directly.
• Customer Success and Relationship Management: Foster strong customer relationships. Conduct regular check-ins with customers. Drive customer adoption of the platform by providing training and workshops. Collaborate with Customer Success Managers to identify upsell and cross-sell opportunities.
• Team Leadership and Development: Manage and mentor a team of implementation specialists and support specialists. Provide training and development opportunities. Set clear objectives, monitor team performance. Ensure alignment between implementation and support teams.
• Process Optimization and Reporting: Continuously evaluate and improve implementation and support processes. Leverage customer feedback to improve product features. Generate and present performance reports to stakeholders. Stay updated on industry trends and best practices.

• Education: Bachelor's degree in IT, Business Administration, or a related field.
• Experience: 7+ years in SaaS implementation, customer support, or a related role. 3+ years in a managerial or leadership position. Proven success in managing customer-facing teams in a SaaS environment.
• Technical Skills: Strong understanding of SaaS platforms, cloud technologies, integrations (APIs), and data migrations. Familiarity with CRM, ticketing systems (e.g., Zendesk), and project management tools (e.g., JIRA, Asana).
• Soft Skills: Excellent communication and interpersonal skills with a customer-first mindset. Strong problem-solving and decision-making abilities. Effective leadership and team management skills.
• Other Requirements: Ability to manage multiple projects and priorities simultaneously. Experience working in fast-paced, dynamic environments.

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