Senior Manager, Implementation

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Noria Corporation

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51 - 200 employés

Fondée en 1997

Events

Noria Corporation est une entreprise de premier plan dans le secteur de la maintenance et de la fiabilité, reconnue pour l'organisation de la conférence-exposition Reliable Plant. Organisé à Chicago, IL, cet événement attire une variété de professionnels de la maintenance et de la fiabilité du monde entier. Noria Corporation se concentre sur la gestion des actifs, offrant des sessions d'apprentissage, des études de cas et une exposition aux dernières technologies pour améliorer les pratiques de maintenance. Elle sert de centre pour le réseautage et le développement professionnel, fournissant aux participants des informations sur les technologies de pointe en matière de fiabilité et des connexions précieuses dans l'industrie.

Description

• Lead, coach, and develop a team of Implementation Managers, fostering a high-performance culture grounded in accountability and growth. • Set clear performance expectations and KPIs; conduct regular 1:1s, performance reviews, and career development conversations. • Identify skill gaps and create individual development plans that help each team member grow and advance. • Recruit and onboard new Implementation Managers as the team scales. • Own and continuously improve the end-to-end implementation playbook: from statement of work through successful subscription conversion. • Build and iterate on scalable processes, templates, and tooling to drive consistency and efficiency across the team. • Define and track team-level KPIs including trial conversion rates, time-to-subscription, and customer satisfaction scores. • Identify systemic blockers to subscription conversion and lead cross-functional initiatives to resolve them. • Serve as an escalation point for complex customer situations, ensuring resolution and a best-in-class experience. • Partner with Sales, Technical Support, and Product teams to deliver a unified customer journey from trial to subscription. • Represent the Implementation function in cross-functional planning sessions, contributing insights on customer needs and operational realities. • Maintain visibility into active customer trials and installations, intervening proactively where needed to protect outcomes. • Deliver regular reporting on team performance, trial progress, and conversion metrics to senior leadership. • Analyze trends in customer feedback and implementation data to drive continuous improvement. • Ensure accurate and timely documentation across CRM and project management platforms.

🎯 Exigences

• 5+ years of experience in Implementation and Onboarding with at least 2 years in a people management role. • Proven experience in a SaaS environment, with a strong understanding of the SaaS customer lifecycle and subscription economics. • Demonstrated success building or scaling implementation or customer success teams. • Strong project management skills with the ability to manage multiple priorities across a distributed team. • Exceptional communication and interpersonal skills; you can motivate a team, manage up, and build trust with customers. • Data-driven mindset with the ability to translate metrics into actionable strategy. • Familiarity with CRM systems and project management tooling (e.g., Salesforce, HubSpot, Jira, Asana).

🏖️ Avantages

• Competitive compensation package including stock options • Flexible work schedule • Comprehensive benefits including retirement plan match • Opportunity to make a real impact every day • Work with a dynamic and growing team • Unlimited PTO