Implementation Manager

1 week ago

Ottawa, Ontario, Canada Versature Full time
About the Role

We are seeking an experienced Implementation Manager to join our team at Versature. As a key member of our Onboarding and Fulfillment team, you will be responsible for delivering a world-class customer experience that meets and exceeds expectations.

Key Responsibilities
  • Coach and develop a team of specialists to provide exceptional customer service and support.
  • Monitor and improve the quality of customer experience using CSAT metrics and provide timely feedback to the team.
  • Provide guidance and support to the team to handle customer escalations and act as an escalation point to the customer.
  • Conduct regular audits to identify areas for process improvement and provide recommendations for enhancements.
  • Drive revenue growth by achieving timely activations and meeting sales targets.
  • Partner with the Sales and Customer Success teams to ensure a seamless transition throughout the customer lifecycle.
  • Develop a deep understanding of our products and services to establish yourself as a subject matter expert.
  • Recruit and manage a team of Onboarding Specialists and Customer Success Coordinators.
  • Update and maintain implementation and enablement documentation.
  • Identify and implement process improvements to enhance the customer experience.
Requirements
  • 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 while maintaining high customer satisfaction.
  • Ability to adapt to changing business needs and priorities.
  • Positive attitude and a willingness to learn and grow.
What We Offer
  • A collaborative and dynamic work environment.
  • Opportunities for professional growth and development.
  • A comprehensive benefits package, including health and wellness benefits.
  • A dog-friendly office environment.
  • Access to training and development resources.
  • A competitive salary range of $65,000-$70,000 CAD.

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