Implementation Manager

13 hours ago

Ottawa, Ontario, Canada Versature Full time
About the Role

We are seeking an experienced Implementation Manager to join our team at net2phone Canada. As a key member of our Onboarding and Fulfillment team, you will be responsible for leading a team of specialists to deliver a world-class customer experience.

Key Responsibilities
  • Coach and develop a high-performing team of specialists to guide customers through the onboarding process.
  • Monitor and report on customer satisfaction metrics to ensure a seamless experience.
  • Provide guidance and support to the team to handle customer escalations and act as an escalation point.
  • Conduct process audits and provide timely feedback to improve efficiency.
  • Drive revenue growth by achieving timely activations and partnering with Sales and Customer Success teams.
  • Develop a strong understanding of our products and services to establish yourself as a product expert.
  • Recruit and manage team members, and maintain implementation and enablement documentation.
What We're Looking For
  • Management experience with a team of 5 or more direct reports.
  • Strong leadership and project management skills.
  • Cross-functional collaboration and communication experience.
  • Proven track record of achieving targets without sacrificing customer satisfaction.
  • Excited to enhance processes to enable exceptional experiences for team members and customers.
What We Offer
  • A collaborative environment that values input and work-life balance.
  • Training and development opportunities to enhance your skills and knowledge.
  • A dog-friendly office with breakfast options, beverages, and a snack bar.
  • Paid time off, sick and family days, and paid volunteer days.
  • $2,000 in health and wellness benefits.
About Us

net2phone Canada is committed to creating an inclusive environment where all employees and clients feel like they belong. We encourage applicants with a wide range of abilities and provide an accessible candidate experience. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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