Manager of Implementation

Summary:

The Manager of Implementation is responsible for managing aspects of customer onboarding and implementation. This individual oversees the Select and Mass Market teams, which deliver implementations primarily for PBIS Rewards and Hall Pass, along with other products as assigned. This individual manages the overall performance of people and processes to achieve on-time delivery and customer satisfaction. The Manager of Implementation works with other leaders in the organization to ensure organizational, strategic, and functional alignment, including close partnership with Sales, Customer Success, and Revenue Operations. This position owns Salesforce data accuracy for incoming projects, drives improvement of launch-related Salesforce and HubSpot workflows, and continuously works to improve current processes and team knowledge by frequently coaching on customer satisfaction, timely delivery, and effective training.
 

Essential Functions:

• Oversee the Select and Mass Market teams across all aspects of customer onboarding and software implementation, leading staff responsible for training, project management, and the services needed to bring clients live on time, primarily for PBIS Rewards and Hall Pass along with other products as assigned, and to high standards of customer satisfaction.
• Build and maintain a strong customer onboarding strategy, ensuring milestones are identified, monitored, and met across active implementation projects.
• Own Salesforce data review and validation for incoming projects, applying strong knowledge of projects, opportunities, and accounts to ensure accurate account, product, and contact association, and to identify and resolve errors originating in the sales and project creation process.
• Partner closely with Sales, Customer Success, and RevOps to maintain alignment of cross-functional processes and ensure a coordinated handoff from sale to launch.
• Define and improve Salesforce and HubSpot workflows that support the launch process, partnering with the Salesforce team to plan, implement, and operationalize new workflows.
• Oversee day-to-day management of the team's operational systems, including Salesforce Cases, Salesforce Projects, and the Vonage Contact Center, ensuring cases and projects are routed, prioritized, and resolved on time and that call queues are staffed and performing to service levels.
• Establish, monitor, and report on service KPIs, driving continuous improvement in productivity, timeliness, and customer outcomes.

Duties / Responsibilities:

• Manage the Select and Mass Market teams responsible for customer onboarding, software implementation, training, project management, and other services needed to bring a client live, primarily for PBIS Rewards and Hall Pass along with other products as assigned.
• Review and validate Salesforce data for new incoming projects, confirming accurate account, product, and contact association; identify when errors occurred in the sales or project creation process and make corrections or provide recommendations to the appropriate team for correction.
• Outline new Salesforce and HubSpot workflows related to launch processes and align with the Salesforce team to plan and implement new workflows.
• Maintain a strong understanding of Sales, Success, and RevOps processes and sustain close alignment with those teams to support a seamless customer journey.
• Create and deliver customer and internal training across departments, ensuring consistent enablement on onboarding processes, systems, and product capabilities.
• Build a strong customer onboarding strategy to ensure milestones are identified and met.
• Establish and monitor service KPI performance and prepare summary reporting to management.
• Review activity reports and other performance data sources to measure productivity and goal achievement and to identify areas for improvement.
• Manage Salesforce Cases for the team, ensuring proper case assignment, ownership, prioritization, and timely resolution, and monitoring case queues, aging, and SLA adherence.
• Manage Salesforce Projects across the team's portfolio, maintaining accurate project records, status, assignments, and milestones to support on-time delivery and reliable reporting.
• Manage the Vonage Contact Center for the team, including call queues, routing, and agent assignments, and monitor call volume, handle time, and queue performance to maintain service levels.
• Prepare staff work schedules and assign specific duties.
• Recommend development tracks appropriate to specific functions within the team.
• Provide leadership, motivation, direction, and support to the team.
• Hire, train, and educate staff on proper onboarding procedures, processes, and systems.
• Address client concerns and questions as needed, reporting exceptions to Leadership.
• Inspect and coach the quality of training, provide recommendations for improvement, and lead those improvements.
• Coordinate and collaborate with other functions as needed, including customer marketing, IT, sales, customer success, tech support, customer service, logistics, pro-services, and product development.
• Other duties as assigned.

Required Qualifications:

• Bachelor's degree in business or a related field.
• 5+ years of relevant experience.
• Strong proficiency using Salesforce, including knowledge of accounts, opportunities, and projects, with the ability to review data for accuracy and identify process errors.
• Experience managing Salesforce Cases and Projects, including queues, ownership, and SLA monitoring, and familiarity with contact center platforms such as Vonage (call queues, routing, and performance reporting).
• Experience defining, documenting, and implementing Salesforce and/or HubSpot workflows.
• Strong understanding of sales, customer success, and revenue operations processes.
• Experience creating and delivering customer-facing and internal training.
• Strong analytical skills and attention to detail.
• Excellent oral and written communication skills.
• Ability to manage multiple time-sensitive projects and priorities and meet established deadlines.
• Ability to work and communicate with various and complex stakeholder groups and functions, and various levels of management.
• Strong proficiency using Microsoft Office products.

Preferred Qualifications:

• Master's degree in business or a related field.
• 7+ years of customer service and/or project management experience.
• Experience administering Salesforce and HubSpot, including workflow configuration and process automation.
• Experience with K-12 education, school safety, or SaaS implementation environments.
• Bilingual English/Spanish.

Normal Working Hours and Conditions:  Core business hours are generally 8:00 am - 5:00 pm. However, this position will require work to be performed outside of normal business hours based on Company operations.

Physical Requirements:  Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing, and hearing to exchange information and fine coordination including use of a computer keyboard.  Daily physical functions include standing, sitting, and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting.  The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds.  The position also requires the operation of office equipment requiring repetitive hand movement. 

Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.