Manager, Implementation Services

Department: Customer Success

Location: Remote

Description

We are looking for a strong leader to co-manage our project management team, responsible for product implementations. You will directly manage 8-10 project managers and report to the Senior Director, Implementation Services. You will be responsible for solving complex customer needs, handling customer escalations, and growing and developing your team. This role requires deep understanding of our product suite and integration and involves both detailed support of our projects and customers, as well as higher level strategy. You will partner with the broader Customer Success team, Product, Engineering, Operations, and User Education to continuously improve efficiency and deliver incredible customer experiences.

Key Responsibilities

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  Team Development: Conduct 1x1s, performance evaluations, and facilitate career growth and professional development of the project management team.


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  Process Improvements: Collaborate internally with cross-functional teams to improve processes, standardization, time to value, and the overall customer experience.


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  Collaboration: Work closely with Product, Engineering, Customer Success, and User Education to resolve complex technical issues, provide recommendations on product feature development, strategize on organizational improvements, achieve organizational and company-wide goals, and drive customer adoption.


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  Customer Focus: Continuously evaluate and proactively propose new ideas to improve the customer journey - resulting in a positive CSAT for implementation, high product adoption, and long-term retention.


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  Project Staffing: Utilize PSA tool capacity planning models to appropriately staff projects and forecast team utilization and hiring needs.


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  Deployment Forecasting: Drive adherence to project plan maintenance resulting in strong quarterly and yearly forecasting of project launches to support company goal tracking and resourcing.

Skills Knowledge and Expertise

Required

• 3-5+ years of customer-facing project management experience in a SaaS organization


• 1-2 years managing an implementation services team


• Familiarity with PSA tools for managing projects, time tracking, capacity planning, and forecasting


• Driven self-starter with an ownership mentality and a proven record of multi-tasking


• Ability to communicate user experience, UI, technical issues, and business and product requirements clearly and succinctly verbally and in writing


• Excellent analytical, problem-solving, and communication skills, with a bias for action and a growth mindset


• Thrives in a fast-paced environment with the flexibility to adapt to changing priorities and requirements

Preferred

• Experience with Higher Education Technology is a plus


• A proven track record of growing and scaling implementation teams is preferred

Working at Coursedog

Benefits

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  Healthcare: We pay 99% of your medical, dental, and vision coverage and 75% of the premium for your spouse and/or dependents


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  Retirement: We offer a 401k plan on day one of your employment.


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  Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.


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  Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access.


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  Equity: You'll be contributing to the team's success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation.


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  Parental Leave: To help support new parents in the workplace, we offer 6 weeks of paid parental leave.

Diversity, Equity, and Inclusion


Coursedog is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.

We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results. We draw strength from our range of interests, backgrounds, and perspectives

We strongly encourage applicants from all backgrounds to apply.

All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Accommodations


Accommodations are available for applicants with disabilities in all phases of the application and employment process. On your application, you will be prompted to inform us If you need any accommodation during this process.