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ParentSquare
Manager, IM
Zendesk
Edtech.com's Summary
Smart Sites is hiring a Manager, Implementation to lead and develop a team responsible for delivering a seamless onboarding journey for new customers. The role involves overseeing client implementations, ensuring successful project delivery, and collaborating across departments to enhance team performance and customer satisfaction.
Highlights
- Lead and manage a remote team of 5-7 Implementation, Project, and Content Managers.
- Oversee successful implementation of multiple client accounts, including site builds and initial training.
- Ensure smooth customer onboarding and transition to the Customer Support team.
- Coordinate team training in collaboration with Product, Engineering, and Customer Operations leadership.
- Resolve escalated implementation issues to maintain project timelines and quality.
- Maintain internal resources and share best practices for a leading CMS platform.
- Provide backup support for Customer Support during high volume periods.
- Require 2+ years managing teams and experience in Edtech customer implementations.
- Proficiency with Hubspot, Jira, Zendesk, and familiarity with SFTP and API data collection.
- Salary range: $85,000 to $120,000, depending on experience; includes employer-paid health insurance, 401K match, paid parental leave, stock options, wellness reimbursements, increasing PTO, and paid holidays.
Manager, IM Full Description
Who We’re Looking For:
As the first point of contact, post-sale, our Implementation team sets the tone for our customer experience. We are searching for a dynamic Manager, Implementation to lead a team focused on providing our newest Smart Sites 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:
Team Leadership & Development:
- Hire, train, and manage a remote team of 5-7 Implementation Managers, Project Managers, and Content Managers.
- Foster a high-performing team through coaching, mentorship, and continuous development.
Client Implementation Oversight:
- Ensure the successful implementation of multiple client accounts, overseeing site builds, configuration, and initial training.
- Maintain exceptional customer satisfaction ratings by delivering projects accurately, on time, and aligned with client needs.
Customer Onboarding & Transition:
- Ensure a smooth onboarding experience, setting customers up for long-term success.
- Oversee the transition of clients to the Customer Support team post-implementation, ensuring readiness and satisfaction.
Team Training & Collaboration:
- Identify and organize training needs for the team in collaboration with Product, Engineering, and the VP of Customer Operations - CMS.
- Keep the team aligned with evolving platform updates and industry best practices.
Issue Escalation & Resolution:
- Support the team in resolving escalated implementation issues, ensuring timely and effective solutions.
Resource Management & Best Practices:
- Maintain and update internal resources for the Implementation team to ensure accessibility and accuracy.
- Share best practices and actively contribute to positioning the organization as a best-in-class CMS provider.
Cross-Functional Support:
- Provide backup support for the Customer Support desk during periods of high volume to ensure continuity in service delivery.
Our ideal candidate will have the following:
- 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
- Bachelor’s degree (or higher) from an accredited college or university preferred
- 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.
The perks of working for us are great!
You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide:
- Employer-paid health insurance (including dependent coverage)
- An employer-matched 401K retirement savings program from day 1
- Paid Parental Leave
- Stock options
- Health + wellness reimbursements
- PTO that increases each year
- 15 paid holidays, including your birthday!
As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive.
We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are committed to maintaining a drug-free workplace in compliance with applicable state laws.
The salary range for this role will be $85,000 to $120,000, DOE.
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