LeadSimple, Inc.: Implementation Manager

Headquarters: Washington State, U.S.A.

URL: https://www.leadsimple.com/careers

• Lead, Manage, Communicate, and Coach – prioritizing the development and well-being of the team by providing training and opportunities for growth.
• Leverage data analytics to monitor customer satisfaction, identify common pain points, and continuously improve the implementation process.
• Engage directly with customers identifying ways in which we can continue to delight.
• Ensure the team can effectively educate customers on how to maximize value of the product.
• Scale the professional services operation efficiently to accommodate growth, optimizing workflows, hiring and training new team members, and implementing advanced engagement tools.

• 8-10 years of experience with, at least 3 years of experience managing teams.
• Customer-centric mindset – Unwavering commitment to the customer experience, with the ability to instill this commitment across the team and broader organization.
• Performance Management – Sets KPIs, tracks performance, and drives accountability.
• Problem-Solving Skills –  Troubleshoots issues, resolves conflicts and handles high-pressure situations in a professional and effective manner.
• Financial Acumen – Understands financial aspects of professional services, including how to drive revenue through implementation extensions, as well as upgrades and retention.
• Knowledge of Industry –  Understands the company’s market, products, and customers, along with broader industry trends and challenges.
• Technical Proficiency – Understands the technical aspects of the company’s products and services and the ability to communicate complex technical information in a way that customers can understand.

• Exceed Professional Services Extension Revenue Goals
• Improve CSAT & NPS
• Audit and maintain capacity planning model on a per-pilot level
• Increase customer engagement, including feature adoption

• 8 Company Holidays + week off between Christmas & New Years
• 6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
• 1 Volunteer day with the organization of your choice
• Monthly Healthcare Allowance
• Yearly Vacation Allowance
• Fun and outcome-driven work environment with a smart, hard-working team
• Location independence
• Mission-driven company and values-based culture

• Embrace learning new technology 
• Learn fast
• Communicate crisply
• Proactively seek solutions
• Own the outcome
• Embody emotional maturity
• Bring an optimistic “can do” attitude
• Supply your own internet and smartphone
• Have B2B SaaS experience (preferred)

• Fill out the application
• Answer questions via video questionaire to help use get to know you (15 minutes)
• Culture Conversation with a member from our People Operations team (30 minutes)
• Offline work sample test (up to 60 minutes)
• Interview with Hiring Manager (60 – 90 minutes)
• Possible panel interview (up to 60 minutes)
• Offer call (15 minutes)
• Written offer
• Start date commences a 90 day onboarding period

To apply: https://weworkremotely.com/remote-jobs/leadsimple-inc-implementation-manager-1

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