Implementation Manager
hace 4 días
About the Role
As an Implementation Manager at Tebra, you will oversee a dynamic team of implementation specialists delivering the Tebra platform. You will be empowered to drive change, improve processes, and impact individual team development.
Your Area of Focus
- Cross-functional collaboration with Sales, Customer Support, Accounting, and Product teams to provide recommendations on process improvements and customer satisfaction
- Monitoring and managing team workload and performance to meet SLAs, KPIs, and objectives
- Regular 1:1 sessions to review onboardings, provide feedback and coaching, and build strong relationships with specialists
- Fostering open communication and a psychologically safe environment
- Driving new developmental processes and policies to increase customer outcomes
- Owning and managing customer escalations while providing coaching to specialists
- Maintaining a deep knowledge of client industry, product, and role in the market
Your Professional Qualifications
- Bachelor's degree or equivalent experience
- 5+ years of experience in SaaS implementation or project management
- Demonstrated ability to manage or lead a team
- Strong communication and listening skills for coaching, taking feedback, and facilitating issue resolution
- Ability to quickly understand, assess, and address customers' challenges and effectively work towards resolution
- Ability to effectively research customer complaints and provide solutions to problems
- Must be fluent in English
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