Manager, Global Enterprise Implementation

Culture Amp-posted about 1 month ago

Full-time • Manager

San Francisco, CA

501-1,000 employees

Publishing Industries

Resume

Match Score

Upload and Match ResumeTrack Jobs with Teal

Culture Amp is the world's leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day. The Manager, Global Enterprise Customer Implementations is responsible for leading the global team of Enterprise Implementation Managers (IMs) across EMEA, North America, and APAC. This role owns the day-to-day execution of the global IM team, sets the strategy for driving global consistency in the Enterprise customer experience, and leads innovation in implementation frameworks, technologies, and processes. The role is pivotal in ensuring efficient, timely, and high-impact customer activations, with a strong focus on educating customers to achieve self-sufficiency and healthy cycle and feature adoption on the Culture Amp platform.

Lead, coach, and develop a high-performing team of global Enterprise Implementation Managers, fostering collaboration and knowledge sharing across regions.
Own the day-to-day operations of the global IM team, ensuring effective resource allocation, workload balancing, and delivery of customer projects on time and within scope.
Coach and guide the Implementation Manager ICs on complex/unique customer needs while establishing a culture of creativity, tenacity, and a dedication to solving problems.
Set clear goals and performance expectations for the team, aligned with global CX and business objectives.
Run point on our customer escalation process, ensuring timely triage and resolution of escalations, in partnership with our Product Support leadership team.
Own global capacity planning and workforce strategy, including hiring and coverage across timezones.
Develop and execute a global strategy and operating rhythm for Enterprise Implementation, ensuring consistent, high-quality customer experiences across all regions.
Establish and maintain global standards, best practices, and playbooks for implementation processes, documentation, and customer handoffs.
Partner with regional CX Directors and cross-functional teams to align on priorities, share insights, and drive continuous improvement.
Identify, evaluate, and implement new technologies, content, and business processes to drive greater efficiency, scalability, and customer value in the implementation journey.
Lead the evolution of the Implementation framework, piloting and rolling out new approaches to accelerate customer time-to-value and increase activation "stickiness."
Gather and analyze customer and team feedback to inform ongoing improvements and innovation.
Champion a customer education strategy that empowers Enterprise customers to become self-sufficient, leveraging scalable resources, training, and enablement content.
Collaborate with Customer Education, Product, and Customer Success teams to ensure customers are set up for long-term success post-implementation.
Serve as the global voice of Implementation, advocating for customer and team needs with Product Support, Product, Engineering, Sales, and other internal stakeholders.
Represent the Implementation function in global forums, sharing insights, progress, and outcomes with senior leadership.
Own the strategy for providing Implementation support during high-value, high-complexity sales cycles and ensure IM resources are being utilized effectively and efficiently.
Track and report on key performance indicators (KPIs) for global implementation, including activation timelines, customer satisfaction, and operational efficiency.
Use data to identify trends, risks, and opportunities, and drive accountability for outcomes.

Proven experience leading global or multi-regional teams in a customer-facing, implementation, or professional services environment.
Demonstrated success in driving operational excellence, process standardization, and innovation at scale.
Strong project management skills, with a track record of delivering complex, multi-stakeholder projects on time and within budget.
Deep understanding of enterprise customer needs, change management, and the SaaS implementation lifecycle.
Excellent communication, stakeholder management, and influencing skills.
Ability to thrive in a fast-paced, ambiguous, and globally distributed environment.

Experience with customer education, enablement, or training programs is highly desirable.

Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
Programs, coaching, and budgets to help you thrive personally and professionally
Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
Team budgets dedicated to team building activities and connection
Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
Extended year-end breaks: An extended refresh period at the end of year
Excellent parental leave and in work support program available from day 1 of joining Culture Amp
5 Social Impact Days a year to make a positive impact on the community outside of work
MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
Medical insurance coverage for you and your family (Available for US & UK only)

Track Jobs with Teal

Job Search Resources

•

Resume Builder

•

Implementation Manager Resume Examples

•

Implementation Manager Cover Letter Examples

Manager, Global Enterprise Implementation

Job Search Resources

Tools

Career Hubs

Guides

Company