Implementation Manager leading customer projects and managing implementations for an AI - native SaaS platform. Focusing on enterprise - level solutions in a hybrid work environment.
About the role
- Lead Implementation Manager in a high-impact role with Highspot, focusing on customer solutions and team leadership.
Responsibilities
- Team Leadership: Lead and guide a team of Implementation Managers, providing direct supervision, setting clear expectations, and holding team members accountable for their responsibilities.
- Customer Advisory: Act as a trusted customer advisor, engaging with stakeholders at all levels, and ensuring customers get the most value from Highspot.
- Product Implementation: Design solutions in collaboration with customers, develop project plans, train users, resolve technical issues and ensure successful, on-time delivery and launch of Highspot solutions that meet customer needs.
- Coaching & Development: Coach and develop team members by providing specific, balanced, and timely constructive feedback and ensuring access to appropriate development opportunities.
- Operational Management: Manage routine operational plans, prioritize tasks, and delegate responsibilities based on team strengths.
- Stakeholder Collaboration: Work closely with the account team to support the sales process and revenue growth, and collaborate with the engineering team to evolve the product based on customer needs.
Requirements
- Experience: Over 10+ years of experience in project management, consulting, client management, professional services, or sales engineering, ideally with a focus on enterprise-level software implementations. Including 3-5 years of people management experience.
- Leadership: Demonstrated experience providing direct supervision or guidance to individual contributors.
- Implementation Expertise: Proven track record managing enterprise and strategic (end-to-end) software implementation processes with multiple stakeholders, delivering high-quality results on time.
- SaaS and Technical Acumen: Experience working in a SaaS environment and an ability to gain deep knowledge of product integration with other systems.
- Communication: Excellent written and verbal communication skills, with the ability to effectively engage and support diverse groups, from executives to junior users.
- Education: Bachelor's degree is required (STEM field preferred).
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