As the Manager of Implementation, you will assist the Director of Implementation in leading a team of Implementation Managers who own the success of our customers during the implementation process. If you are ready to come to work for one of the fastest-growing companies in the logistics industry, we want to talk to you!
Enabling customers to get up-and-running on our platform quickly and successfully is the first critical factor in our customer’s journey. Our team of implementation specialists set up and train users from all backgrounds and technical abilities, in warehouses of all types and sizes, with operational structures and workflows that range from simple to complex.
What You Will Do:- Be a change agent – the Manager of Implementation works towards optimizing current processes, removing obsolete ones, and creating new processes in the spirit of ensuring our customers journey provides a quick time to value.
- Manage team allocation to ensure each team member has a manageable workload and reallocate resources as necessary.
- Act as an escalation point for the team and customers if/when issues arise.
- Report key KPIs and employee performance to the Director of Implementation.
- Specifically work closely with the Sales team to appropriately manage customer expectations throughout the implementation or consulting engagement.
- Specifically work closely with the Customer Success Managers to ensure customers continue to be successful and are retained over their lifetime.
- Specifically work with Product and Software Development to ensure product feedback from customers is shared and incorporated into our product roadmap.
- Establish clearly defined goals, objectives, responsibilities, competencies and development plans for each member on the team.
- Retain and recruit a world class implementation team.
- 2+ years experience leading implementations ideally in a b2b SaaS environment
- 2+ years experience leading people
- Process-oriented and obsessively organized
- Ability to work in a very fast-paced, constantly evolving, team environment
- Working knowledge of warehouse operations and Warehouse Management Systems and/or Logistics is a big plus (not required)
This role is targeted to have a salary range from $115,000-125,000.
To increase diversity, Extensiv’s recruiting and hiring efforts focus on attracting individuals that are diverse in thought, experience, age, race, ethnicity, gender identity, sexual orientation, religion or belief, nationality, disability, veteran status, and any other protected status.
Teams at Extensiv are expected to empower, engage, and hold their peers accountable for nurturing an inclusive environment where every individual has an equal opportunity to advance and be fairly compensated for their work.
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