Senior Implementation & Support Manager
About EnterpriseAlumni: EnterpriseAlumni isn't your average software company. We're the market-leading provider of Corporate Alumni Management software, helping some of the world’s biggest brands stay connected with their alumni. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients' organizations whilst creating a strong alumni value proposition. Position Overview: We are seeking a highly motivated and experienced Senior Implementation and Support Manager to lead the onboarding, implementation, and support functions for our SaaS platform. In this role, you will ensure successful customer deployment, seamless integration, and ongoing support to optimize the customer experience. This is a critical leadership role that combines technical expertise, customer focus, and team management skills to deliver exceptional value to our clients. Key Responsibilities: 1. Implementation Management Lead the end-to-end implementation process for new customers, ensuring timely and successful deployments of the SaaS platform. Collaborate with cross-functional teams (e.g., Product, Sales, Engineering, and Customer Success) to define implementation plans and address customer-specific requirements. Analyze client needs, customize solutions, and integrate the SaaS platform with existing systems where applicable. Develop and improve implementation practices, methodologies, and tools to enhance efficiency and scalability. Act as the primary point of contact for customers during the onboarding phase, ensuring a smooth transition from sales to operations. 2. Customer Support Leadership Oversee the customer support team to ensure prompt and accurate resolution of technical issues and inquiries. Develop support workflows and SLAs to maintain a high standard of customer satisfaction. Monitor key performance metrics (e.g., response time, resolution time, and customer satisfaction scores) and implement strategies for continuous improvement. Escalate critical issues to appropriate teams and drive resolution activities. Build and maintain a knowledge base, FAQs, and other support documentation for customers and internal teams. Maintain close customer prelateship and handle critical matters directly 3. Customer Success and Relationship Management Foster strong customer relationships, acting as a trusted advisor to ensure long-term satisfaction and retention. Conduct regular check-ins with customers to gather feedback and identify areas for improvement. Drive customer adoption of the platform by providing training and workshops tailored to client needs. Collaborate with Customer Success Managers to identify upsell and cross-sell opportunities. 4. Team Leadership and Development Manage and mentor a team of implementation specialists and support specialists. Provide training and development opportunities to enhance team skills and knowledge of the SaaS platform. Set clear objectives, monitor team performance, and provide regular feedback to foster growth and accountability. Ensure alignment between implementation and support teams to deliver consistent and seamless customer experiences. 5. Process Optimization and Reporting Continuously evaluate and improve implementation and support processes to drive efficiency and scalability. Leverage customer feedback to improve product features and functionality, working closely with the Product and Engineering teams. Generate and present performance reports to stakeholders, highlighting key metrics, challenges, and achievements. Stay updated on industry trends and best practices to ensure the company remains competitive in its implementation and support services. Qualifications and Skills: Education: Bachelor's degree in Information Technology, Business Administration, or a related field. A master’s degree is a plus. Experience: 7+ years of experience in SaaS implementation, customer support, or a related role. 3+ years in a managerial or leadership position. Proven success in managing customer-facing teams in a SaaS environment. Technical Skills: Strong understanding of SaaS platforms, cloud technologies, integrations (APIs), and data migrations. Familiarity with CRM, ticketing systems (e.g., Zendesk), and project management tools (e.g., JIRA, Asana). Soft Skills: Excellent communication and interpersonal skills with a customer-first mindset. Strong problem-solving and decision-making abilities. Effective leadership and team management skills. Other Requirements: Ability to manage multiple projects and priorities simultaneously. Experience working in fast-paced, dynamic environments. Why Join Us? Be part of a fast-growing SaaS company with an innovative product. Lead a high-performing team and make a direct impact on customer success. Enjoy a collaborative and inclusive work environment. Access to ongoing professional development and growth opportunities EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. NO RECRUITERS PLEASE. Follow us on LinkedIn to stay up to date on Company news: https://www.linkedin.com/company/enterprisealumni/