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Team Lead, Implementation

46 minutes ago

Calgary, Alberta, Canada Push Operations Full time

The Company: 

Push is an all-in-one platform that helps businesses grow and scale their companies by simplifying HR, payroll, time tracking, and scheduling. Our purpose is to help our customers free up their time by making people management ridiculously easy, so they can focus on their passion.

Our customer base includes some of the biggest brands, such as Earls Restaurant, Cactus Club, Denny's and more.   

The Team: 

We're a group of dog-loving and game-playing people who place a high priority on competence and efficiency, but an even higher stock in personable and positive individuals that mesh with our culture and are willing to grow with us. As  part of our rapidly growing team you will play an important and unique role in working towards our mission to create the best people management system for our customers so they can spend more time doing what they love.

The Role:

Reporting to the Manager, Professional Services, you will lead a team of Implementation Specialists (IS) who are responsible for customer product training and successful platform utilization. You will ensure the team provides high-quality educational sessions, maintains a standard of excellence in customer training driving customer adoption. 

Location:

Recently the world has changed so we are changing with it. We're embracing new ways of working and are constantly adapting our practices  to ensure that wherever you are working from, you feel a part of the team and have everything you need to work comfortably. We are a remote-first company, Pushies can choose to work remotely or from our Downtown Vancouver office. 

Key Responsibilities

  • Training Excellence: Define what "great training" looks like. Audit call recordings / training sessions to provide feedback on presentation style, tone and technical accuracy.
  • Training Materials: Oversee the creation and updates of training materials (Word docs, Excel templates, and OnRamp guides) as the product evolves.
  • Team Leadership: Support Leadership and mentor new hires and the Implementation Specialists. Conduct weekly or bi weekly 1:1s and support Monthly and Annual performance reviews.
  • OnRamp Optimization: Build out specific "Training Tracks" within OnRamp to ensure customers hit their learning milestones.
  • Escalation Management: Serve as the initial point of contact for complex issues or conflicts that the project coordinators cannot resolve independently; Escalating the proper leadership contacts are necessary.

Workload Balance 

60% Leadership, 40% IC

Additional Information

At Push, we place value on different types of experiences. If your experience looks a little different from what we've listed but you think you're a good fit, we would still love to hear from you. 

We celebrate diversity and promote equal opportunity. We appreciate what makes each of our team members different and encourage you to apply, no matter who you are or how you identify.

The Role
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Responsibilities
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Requirements

Required Skills & Qualifications

  • Experience: 2+ years in an Implementation specialist role 
  • Technical Proficiency:Deep understanding of Push Implementation lifecycles, product configuration, and customer enablement best practices. Able to identify adoption risks, and partner cross-functionally to resolve technical and workflow challenges
  • Track Record of Innovation: Demonstrate examples of having built or significantly improved an implementation 
  • Soft Skills: Exceptional emotional intelligence, ability to demonstrate empathy, conflict resolution skills, and the ability to motivate a team under tight deadlines.
  • Strategic Thinking: Ability to look beyond individual tasks to see how project outcomes impact the company's bottom line. A "think outside the box" mentality.