Senior Implementation Manager
The ideal candidate excels at client communication, project management, and cross-functional coordination. They are process-driven, highly organized, and thrive in a fast-paced environment focused on delivering an exceptional customer experience from day one.
- Assign new sales direct to implementation specialists for smooth delivery.
- Ensure follow-up and responsive outreach to customers throughout.
- Be willing to meet with customers to explain our onboarding process, clarify their scope, timeline, and next steps, ensuring a clear understanding of expectations.
- Maintain clear and timely communication with customers, addressing any concerns or questions and providing necessary resources and support.
- Consistent updates to Salesforce cases on customer outreach, notes from calls, etc.
- Facilitate a seamless transition of customers to their assigned implementation specialist.
- Manage 5-10 employees, conducting recurring 1:1 check-ins, managing their workload and helping improve their skillsets, where needed.
- Work with other Services leaders to implement new processes and workflows to the delivery team.
- Monitor implementation KPIs (such as time-to-live, customer satisfaction, onboarding health score, etc.) and continuously improve processes
- Document implementation processes and contribute to playbooks and internal knowledge base
- Work closely with Sales during pre-sales and transition to align on customer needs and expectations
- Provide feedback to Product, Sales, and Engineering based on onboarding trends and needs
- Train new hires for the Implementation team
- Assist team members with escalated matters and be the first (or second) point of escalation
- Customer Focus - Understands and anticipates customer needs, providing excellent service and building strong relationships with customers. Demonstrates empathy towards customer needs and concerns, with the ability to empathize and provide personalized support throughout their journey.
- Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
- Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
- Communications - Demonstrates clear and effective communication skills, both verbally and written. Works collaboratively with cross-functional teams, including sales, services, accounting, and payments to ensure seamless customer experience.
- Organizational Skills - Strong organizational skills to manage multiple tasks/customers, prioritize workload, and meet deadlines effectively. Holds keen attention to detail to ensure accuracy in documentation, tracking progress, and delivering high-quality work.
- Problem Solving - Identifies problems, analyzes information, develops solutions, and implements effective courses of action to address customer concerns or issues. Flexibility and adaptability to navigate changing priorities, customer needs, and unexpected challenges that may arise.
- Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
- Bachelor’s degree in business, project management, communications, or a related field.
- 4-6 years of experience in customer service, project management, or similar roles.
- Excellent communication and interpersonal skills.
- Strong organizational and time-management abilities with a keen attention to detail.
- Ability to work effectively both independently and as part of a team.
- Proficiency in relevant software and tools for onboarding and customer communication.
- Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
- Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
- Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
- Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology.