Senior Manager, Implementation
CurrentDuring this role, I also performed the role of Interim Director for 4 months, managing 3 separate teams with nearly twenty direct reports. - Led a team of implementation specialists and product support to ensure the successful deployment of the product through situational guidance, weekly check-ins and strategic management to match company goals. - Initially began with three direct reports, which has grown to eleven direct reports, and one team lead who oversees six members with 100% retention. Led hiring decisions and processes for team expansion. - Successfully led the comprehensive redesign and optimization of the customer onboarding journey, collaborating closely with internal cross-functional teams to enhance the customer experience and staff efficiency.- Consistently exceeding quarterly Key Performance Indicators (KPIs) while contributing to the overall success of the team.- Implemented additional metrics for KPI tracking to overall monitor success of the customer.- Support strong relationships with corporate customers during the implementation phase, acting as the main point of contact for project-related matters. - Understand customer needs and tailor implementation strategies to align with their business goals.- Collaborate with cross-functional teams, including sales, customer success, support, and engineering to address technical challenges on behalf of the customer to ensure a smooth implementation process.- Drive continuous improvement initiatives within the implementation process and team member skill set, staying in tune with industry best practices and emerging trends. - Contribute insights to enhance product development based on client feedback.
