Senior Manager, IM

ParentSquare

2d•$100,000 - $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 Senior Manager, Implementation to lead a team focused on providing our newest 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. This role will include: Hiring, training, motivating and coaching Implementation Managers (IMs) as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities. Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results. Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes. Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements. Maintaining exceptional customer satisfaction while completing timely and accurate data integration, system configuration and initial training Organize and oversee team training needs in collaboration with engineering and the Directors of Implementation and Support Troubleshoot, oversee and support/escalate issues in the implementation process in order to find a timely and correct solution Maintaining up-to-date internal resources as needed for the Implementation team Searching for ways to drive automation and AI adoption across team

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

Hiring, training, motivating and coaching Implementation Managers (IMs) as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities.
Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results.
Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes.
Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
Maintaining exceptional customer satisfaction while completing timely and accurate data integration, system configuration and initial training
Organize and oversee team training needs in collaboration with engineering and the Directors of Implementation and Support
Troubleshoot, oversee and support/escalate issues in the implementation process in order to find a timely and correct solution
Maintaining up-to-date internal resources as needed for the Implementation team
Searching for ways to drive automation and AI adoption across team