Implementation Team Manager

Summary

Join Shipwell's dynamic team as the Implementation Team Manager and play a pivotal role in shaping the customer journey. Lead and mentor a team of Implementation Consultants and Solutions Engineers, driving customer satisfaction and product adoption. You will manage client onboarding, provide technical implementation support, and contribute to process improvements. Collaborate effectively with cross-functional teams to ensure a seamless client experience. This role requires 6+ years of experience leading implementation or customer success teams in a fast-paced environment. Shipwell offers a remote work environment with various benefits, including unlimited PTO, a robust healthcare package, 401k matching, and professional development opportunities.

Requirements

• You have 6+ years of professional experience leading an Implementation or Customer Success team within a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with B2B products
• Experience hiring and managing a distributed team
• A data-driven approach to building, tracking and optimizing performance metrics
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Highly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the company
• Eager for a very hands-on role
• High integrity individual who’s enthusiastic about building a great company for the long term
• Courage to challenge the status quo when logic and reason require it

Responsibilities

• Lead, mentor, and manage a team of Implementation Consultants
• Provide guidance, support, and coaching to team members to ensure successful project delivery
• Set performance expectations, monitor progress, and provide regular feedback to team members
• Conduct performance reviews, identify opportunities for professional development, and ensure the team stays up-to-date on product updates, best practices, and industry trends
• Foster a culture of continuous learning and knowledge sharing within the team
• Serve as the primary point of contact for new clients during the implementation phase
• Build strong relationships with client stakeholders at various levels
• Understand client business needs and objectives to tailor the implementation process
• Guide clients through the onboarding process, ensuring a smooth and positive experience
• Assist our Solution Engineers in configuring the TMS to meet client-specific requirements
• Collaborate with technical teams (e.g., engineering, product) to resolve technical challenges and ensure seamless integration
• Provide technical guidance and support to clients during implementation
• Identify areas for improvement in the implementation process and contribute to the development of best practices
• Document implementation processes and workflows
• Contribute to the development of internal tools and resources to enhance efficiency
• Work closely with Sales, Customer Success, Product, and Engineering teams to ensure a cohesive client experience
• Provide feedback to Product teams based on client implementation experiences
• Ensure a smooth handover to the Customer Success team post-implementation

Benefits

• Enjoy working remotely with the added perk of a home office reimbursement
• Unlimited Paid Time Off (PTO)
• A robust healthcare package that includes medical, dental & vision benefits, short-term and long-term disability, AD&D coverage, and flexible/health savings accounts
• 401K program where Shipwell matches up to 4%
• Employee Stock Options
• A yearly learning and development budget
• Subsidized internet, cell phone, fitness, and educational reimbursements
• Virtual team-building events where fun and connection take center stage
• Receive a technology package, including a MacBook Pro
• Employee Recognition Program to celebrate and incentivize hard work and success!