Implementation Specialist Manager

| Cambridge

 

As an Implementation Specialist Manager (IS Manager), you will be responsible for hiring, training, coaching, and managing a team of new and established Implementation Specialists in a fast-paced and rapidly changing environment.

In this role, you will work closely with Services leadership to help build a team of world-class Implementation Specialists, execute and improve customer onboarding playbooks, and manage the balance of customer assignments and team throughput.

As part of our customer success-focused, results-driven organization you’ll be responsible for maintaining a high standard of customer experience and driving sustainable, long-term customer adoption of the HubSpot product.

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Job Details

In this role you will focus on a few key areas:

  • People Management
    • Coordinate with recruiting and internal teams to recruit, hire, and train new people.
    • Conduct effective 1:1 coaching sessions to help with skill and career development.
    • Display an ability to build confidence and trust in your direct reports.
    • Maintain a high level of team engagement and motivation.
    • Collaborate with internal teams to identify skill gaps and develop training programs.

  • Results Management

    • Drive long-term customer adoption through successful onboarding.
    • Develop your team to deliver the best possible customer onboarding experience.
    • Build and tweak playbooks to improve effectiveness of onboarding program.
    • Use tools/automation to help team member achieve optimal productivity.
    • Analyze customer and performance data to make informed decisions about operational and procedural changes

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Qualifications

We are looking for people who are:

  • Effective
  • Adaptable
  • Flexible
  • Analytical

With the following demonstrable skills:

  • Deep understanding of marketing and sales best practices
  • Adapt quickly to new software and constantly changing business requirements
  • Manage and develop a team of customer-facing staff
  • Identify and implement new programs that drive customer success
  • Use data to analyze results and make data-driven decisions

Ideally, with the following experience:

  • 2+ years in software implementation or business consulting roles (or equivalent experience)
  • 1+ years experience recruiting, coaching, and developing team members
  • 1+ years experience handling customer escalations
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Location

25 First Street, 2nd Floor, Cambridge, MA 02141
25 First Street, 2nd Floor, Cambridge, MA 02141

Perks of working here

Company Outings
Flex Work Hours
Onsite Gym
Tuition Reimbursement
Unlimited PTO
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