AdmitHub is looking for a superstar Senior Manager of Implementation with insatiable curiosity, a love of breakthrough technology, and a passion for continuous improvement to lead the team responsible for providing our partners with exceptional setup and onboarding of our platform. The Partner Success Implementation team guides our newest partners through the decisions and steps involved with setting up their chatbots, provides continuous training with the use of the product during onboarding, and lays the groundwork to help our partners make the most of AdmitHub.
The Senior Manager of Implementation will lead and coach our growing implementation team, as well as manage a small portfolio of accounts. In this role, you will also establish and continually refine systems and processes to ensure that the team is equipped to drive successful partner relationships and can maintain the quality of these relationships as the company grows and the product evolves.
Responsibilities:
Team Management
- Together with VP of Partner Success, set quarterly/annual goals for the Implementation team to ensure that partners are having a great first experience with their chatbots, are engaged and satisfied with our product and services, and are poised to expand their engagement with us
- Actively manage Implementation Managers (IMs) in executing on individual and team goals - address any performance issues, provide ongoing feedback in a timely and constructive manner, and support IMs with professional development
- Track early indicators of partner health risk and performance indicators that monitor the efficiency and efficacy of implementation processes
Nurture Partner Relationships
- Independently onboard a portfolio of enterprise partners and/or complex implementations
- Serve as point of escalation for IMs for any major issues that arise with partners; coach IMs in anticipating and addressing issues with partners
- Support VP of Partner Success and Director of Account Management in identifying renewal and expansion opportunities with partners
Develop Implementation Models and Playbooks
- Utilize data to continuously improve on the AdmitHub onboarding process and ensure that the team is equipped to scale the number of partners supported
- Develop implementation models that are differentiated based on partner type and needs, including codified learning and materials from enterprise and complex implementations
- Stay abreast of the product roadmap, anticipating partner onboarding needs and developing resources to use during onboarding
Cross-Team Collaboration
- Liaise with Sales to continuously refine and improve transition process for new partners, and support partners during the sales process as they set goals and prepare for onboarding
- Liaise with long-term Partner Success team to continuously refine and improve transition process and our holistic support structure for clients
- Liaise with Product team to surface feature requests, use cases, and developing implementation plans for new product features and offerings
Experience:
- Bachelor’s degree
- 3-5 years of experience with client management
- Proven leadership skills with a track record of motivating and coaching others
- Deep understanding of what constitutes great customer service, including specific techniques
- Excellent interpersonal and relationship-building skills- you’ll be the face of AdmitHub for our newest partners and will nurture relationships with our stakeholders
- Exceptional project management and organizational skills. Proven ability to manage multiple pieces at a time while paying strict attention to detail
- Self-starter who thrives in an entrepreneurial, fast-paced environment, with a “no task is too small” attitude; able to translate ambiguity into concrete plans and resources
- Excellent emotional intelligence, patience and active listening skills
- Ability to handle tough situations with an objective and pragmatic outlook; addresses issues by delivering concise constructive criticism and creative solutions