Make your next big career move by applying as KMC Solutions’ next MANAGER, IMPLEMENTATION

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 fast-paced environment. 

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO 

• Enjoy unlimited MadMax Coffee

• Diverse learning & growth opportunities

• Accessible Cloud HR platform (Sprout)

• Above standard leaves

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 high-performing 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.

To apply, you must be an expert on the following requirements:

• Proven Experience: 5+ years of relevant experience in implementation, professional services, or customer success teams, preferably in a SaaS or software-focused environment, including team management experience.
• Leadership: Strong leadership and team management skills, with experience in coaching, mentoring, and performance management of technical or customer-facing teams.
• Project Management: Solid understanding of project management principles, with the ability to oversee multiple implementation projects simultaneously, ensuring on-time and on-budget delivery.
• Communication: Excellent written and verbal communication skills, with the ability to effectively interact with offshore teams, internal stakeholders, and customers.
• Technical Acumen: Knowledge of SaaS platforms and software implementation processes, with the ability to quickly understand and communicate complex technical information.
• Analytical Skills: Strong analytical abilities to monitor performance metrics, analyze team productivity, and implement improvements to optimize team performance.
• Customer-Centric Approach: Customer-focused mindset with experience in handling escalations and providing solutions to enhance the customer experience during the implementation phase.
• Utilization Management: Proven track record of managing team utilization rates and resource allocation to achieve departmental goals and optimize efficiency.
• Process Improvement: Experience in developing and refining processes to improve implementation efficiency, customer satisfaction, and team productivity.
• Cultural Sensitivity: Ability to work effectively in a global environment, with an understanding of the challenges and nuances of managing an offshore team.