Manager, Implementation - SMB (internal only)

Shopmonkey

About The Position

Our Best-in-Class Implementation Team is leading the way and revolutionizing the automotive industry with 5 star customer service. With a thorough understanding of Shopmonkey products, and a focus on creative problem solving, every Shopmonkey customer receives exceptional care and attention from our team. As Manager, SMB Implementation at Shopmonkey, you will be responsible for ensuring continued success and growth across our organization, and consistently activating accounts to meet aggressive revenue goals on a monthly basis. You will work closely with the sales, revenue operations, customer success and product teams to innovate and grow a strong customer base. Prior experience working in SaaS SMB implementation environments is a must. Additionally, candidates should be able to demonstrate how they have effectively coached new and experienced hires.

Requirements

3-5 years of experience in an individual contributor role focused in SaaS software implementation or a customer facing role (software- or technology- related field a plus)
Proven leadership experience successfully leading, motivating and coaching a team of full-time employees while maintaining high team morale
Respect of peers and direct reports - someone others love to work with
Ability to handle tough situations with an objective and pragmatic outlook
High emotional intelligence; patience and active listening skills
Exceptional project management and organizational skills: Proven ability to manage multiple priorities at one time while paying close attention to details
Deep understanding of what constitutes great customer service and how to implement these best practices
Adaptability: able to think quickly on your feet and be solutions oriented

Nice To Haves

Certifications or equivalent experience in formal project management methodologies (e.g., PMP, Agile Scrum Master) is a preferred plus

Responsibilities

Coach and lead the SMB Implementation team through weekly 1:1s, performance reviews, and regular feedback
Track, measure and report on pre-active cancellation mitigation, account activation and other KPIs on a weekly, monthly and quarterly basis
Work closely with the Director of Implementation to refine and optimize the SMB playbooks to increase activation and mitigate churn risk and ensure long term scalability
Solve problems proactively
Serve as primary escalation point for SMB Implementation Managers and provide solutions and alternative workflows that ensure customer success
Work closely with sales partners to ensure customer expectations are being met; provide technical expertise to support the Sales team when needed
Become a subject matter expert on all things Shopmonkey and maintain a thorough understanding of the auto services industry, including industry trends, workflow, business processes, and key competitors

Benefits

Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
Short term and long term disability
Employee assistance program
Reimbursement for a personal health and wellness membership
Generous parental leave
401(k) available upon hire
11 paid holidays
Flexible time off - take the time off you need!
Matching donations for approved charitable organizations
Group volunteer efforts