Manager Technical Implementation

Summary

Join Red Canary as the Manager of Technical Implementation and lead a team of skilled Technical Implementation Managers (TIMs) responsible for the success of customer onboarding. You will provide strategic direction, mentorship, and operational oversight to ensure customers are set up for success with Red Canary's solutions. This role involves building and refining processes, leveraging data and analytics, and collaborating with cross-functional teams to drive continuous improvement and enhance customer outcomes. You will also be responsible for anticipating future team needs, developing a roadmap for scaling the Technical Implementation team, and staying informed on industry trends and best practices.

Requirements

• 5+ years of experience in technical implementation, onboarding, or customer success roles within SaaS, cybersecurity, or related industries
• Proven track record of leading and developing high-performing teams, including hiring, coaching, and mentoring team members
• Strong expertise in endpoint, cloud, and identity vendors such as Carbon Black, Crowdstrike, Microsoft Defender, Palo Alto Cortex XDR, SentinelOne, Amazon AWS, and Microsoft Azure
• Demonstrated ability to create and scale processes, tools, and frameworks for technical onboarding and implementation
• Exceptional organizational and strategic thinking skills, with the ability to manage competing priorities in a dynamic environment
• Strong communication and interpersonal skills, with experience collaborating across functions and engaging with executive stakeholders
• A growth mindset, focused on driving continuous improvement and empowering team members to excel

Responsibilities

• Recruit, mentor, and retain a team of high-performing Technical Implementation Managers, fostering their professional growth and technical expertise
• Set clear expectations, provide regular feedback, and conduct performance evaluations to ensure team alignment with organizational goals
• Act as a coach and mentor, enabling the team to handle complex customer scenarios while developing scalable implementation strategies
• Build on the strategic vision for the Technical Implementation function, ensuring alignment with Red Canary’s business objectives
• Establish and refine processes that enhance efficiency, scalability, and customer satisfaction during the onboarding process
• Leverage data and analytics to identify areas for improvement and drive measurable outcomes across the team
• Champion initiatives to automate and streamline technical setup tasks, improving team capacity and overall effectiveness
• Act as an escalation point for complex or high-impact onboarding cases, ensuring timely resolution and maintaining customer trust
• Collaborate closely with Customer Success, Sales, Product, and Engineering teams to align implementation strategies with customer needs and product capabilities
• Partner with leadership to influence product development and improve tools that empower the Technical Implementation team
• Anticipate future team needs and develop a roadmap for scaling the Technical Implementation team as Red Canary grows
• Stay informed on industry trends, tools, and best practices to ensure the team remains innovative and competitive
• Build and maintain a knowledge-sharing culture within the team to continuously improve skills and onboarding methodologies

Benefits

• Base salary for this role is $114,261 - $150,000 per year
• This role is also eligible for participation in the company's bonus program
• This role is eligible for a grant of stock options, subject to the approval of the company's board of directors
• At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security