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This is a high-impact and high-visibility role within the Customer Services team. You will work with customers to define and deliver Highspot solutions, driving adoption and ensuring they realize the full benefits of the platform. Furthermore, you will provide direct supervision and guidance to a team of Implementation Managers, supporting them in executing operational plans, meeting delivery schedules, and resolving problems.
Job Responsibility:
Lead and guide a team of Implementation Managers, providing direct supervision, setting clear expectations, and holding team members accountable for their responsibilities
Act as a trusted customer advisor, engaging with stakeholders at all levels, and ensuring customers get the most value from Highspot
Design solutions in collaboration with customers, develop project plans, train users, resolve technical issues and ensure successful, on-time delivery and launch of Highspot solutions that meet customer needs
Coach and develop team members by providing specific, balanced, and timely constructive feedback and ensuring access to appropriate development opportunities
Manage routine operational plans, prioritize tasks, and delegate responsibilities based on team strengths
Work closely with the account team to support the sales process and revenue growth, and collaborate with the engineering team to evolve the product based on customer needs
Requirements:
Over 10+ years of experience in project management, consulting, client management, professional services, or sales engineering, ideally with a focus on enterprise-level software implementations
Including 3-5 years of people management experience
Demonstrated experience providing direct supervision or guidance to individual contributors
Proven track record managing enterprise and strategic (end-to-end) software implementation processes with multiple stakeholders, delivering high-quality results on time
Experience working in a SaaS environment and an ability to gain deep knowledge of product integration with other systems
Excellent written and verbal communication skills, with the ability to effectively engage and support diverse groups, from executives to junior users
Bachelor's degree is required (STEM field preferred)