Manager, IM

ParentSquare

8d•$85,000 - $120,000•Remote

About The Position

As the first point of contact, post-sale, our Implementation team sets the tone for our customer experience. We are searching for a dynamic Manager, Implementation to lead a team focused on providing our newest Smart Sites customers a delightful and seamless implementation process. These Implementation Managers will work to ensure each customer has a successful onboarding journey. You’ll provide guidance, oversight and training to help us scale our Implementation process as well as achieve our Implementation KPI’s. Most importantly, you’re someone who shares in our passion for improving the lives of students through communication.

Requirements

2+ years of experience managing or leading a team of 5 or more.
2+ years of experience and proven success in customer implementations within an Edtech company or school/district
Excellent project and time management skills with the ability to maintain multiple different projects in different phases at the same time
Extensive experience in leveraging technology to support implementation (i.e. Hubspot, Jira, Zendesk)
Familiarity with SFTP and API for the purpose of collecting data.
Excellent communication skills (written, verbal, presentation and interpersonal)
Strong work ethic and ability to work effectively both independently and in a collaborative team environment.

Nice To Haves

Bachelor’s degree (or higher) from an accredited college or university preferred

Responsibilities

Hire, train, and manage a remote team of 5-7 Implementation Managers, Project Managers, and Content Managers.
Foster a high-performing team through coaching, mentorship, and continuous development.
Ensure the successful implementation of multiple client accounts, overseeing site builds, configuration, and initial training.
Maintain exceptional customer satisfaction ratings by delivering projects accurately, on time, and aligned with client needs.
Ensure a smooth onboarding experience, setting customers up for long-term success.
Oversee the transition of clients to the Customer Support team post-implementation, ensuring readiness and satisfaction.
Identify and organize training needs for the team in collaboration with Product, Engineering, and the VP of Customer Operations - CMS.
Keep the team aligned with evolving platform updates and industry best practices.
Support the team in resolving escalated implementation issues, ensuring timely and effective solutions.
Maintain and update internal resources for the Implementation team to ensure accessibility and accuracy.
Share best practices and actively contribute to positioning the organization as a best-in-class CMS provider.
Provide backup support for the Customer Support desk during periods of high volume to ensure continuity in service delivery.