Senior Manager Technical Services
About The Position
ChartHop is an AI-powered people platform that helps organizations plan, operate, and make decisions about their organization. The Senior Manager, Technical Services leads the Implementation Specialists and Senior Professional Services Consultants responsible for onboarding new customers and delivering technical projects, including system integrations, SFTP connections, data cleanup, compensation planning cycles, and custom configurations. This is a leadership and people-management role focused on setting the operating model, developing the team, owning client project management, and serving as an escalation point. The position does not carry a direct client account load. It reports to the Senior Director of Customer Experience and partners with Sales, R&D, and Customer Experience. The role is fully remote within the United States, across Eastern to Pacific time zones. The role is measured by implementation duration, time to launch, on-time completion, project CSAT scores, data accuracy at project completion, integration stability after delivery, escalation resolution speed, team utilization, engagement, and retention. The stated compensation is a $150,000–$170,000 base salary plus a $20,000 bonus based on seniority within the L5 level.
Requirements
- Experience at B2B SaaS companies that are AI-forward and focused on data analytics; relevant platform areas include HR, revenue, talent acquisition, and finance.
- Experience delivering for mid-market and enterprise customers with 300 to 1,500+ employees in Professional Services, Implementation, Technical Customer Success, or consulting.
- Experience managing executive stakeholders.
- Understanding of how to scale client-facing technical teams.
- Experience managing technical, customer-facing teams, including hiring and developing talent.
- Technical depth in integrations, REST APIs, SFTP, data structures, and SaaS configuration sufficient to troubleshoot alongside the team.
- Ability and interest in building processes and functions in a growth-stage company.
- Metrics orientation, including capacity planning, utilization, and KPIs.
- Ability to use pattern recognition to identify ways to better support clients.
- Clear communication with technical and non-technical audiences.
Nice To Haves
- Startup experience.
- Experience with HRIS or compensation planning platforms.
- Experience with HubSpot, Planhat, Zendesk, Postman, or SQL.
- Experience with PSA or project management tools.
- Experience using AI tools to improve service workflows.
Responsibilities
- Recruit, coach, and retain Implementation Specialists and Senior Professional Services Consultants.
- Set team goals, manage performance, and build a bench of future leaders.
- Resolve technical blockers, including integration failures and data synchronization errors.
- Coach the team to troubleshoot independently and drive root-cause fixes with Support, Product, and R&D.
- Own technical onboarding, integrations, data cleanup, and project management.
- Forecast team capacity against the sales pipeline and existing customer demand.
- Build playbooks, processes, and AI-enabled automation to make delivery fast and accurate.
- Own and report on operational metrics.
- Work with Sales on scoping and Customer Success on expansion.
- Partner with executive stakeholders at key customers.
- Represent the voice of the customer to Product and R&D.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
