As an Implementation Specialist Manager (IS Manager), you will be responsible for hiring, training, coaching, and managing a team of new and established Implementation Specialists in a fast-paced and rapidly changing environment.

In this role, you will work closely with Services leadership to help build a team of world-class Implementation Specialists, execute and improve customer onboarding playbooks, and manage the balance of customer assignments and team throughput.

As part of our customer success-focused, results-driven organization you’ll be responsible for maintaining a high standard of customer experience and driving sustainable, long-term customer adoption of the HubSpot product.

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Job Details

In this role you will focus on a few key areas:

• People Management
• Coordinate with recruiting and internal teams to recruit, hire, and train new people.
• Conduct effective 1:1 coaching sessions to help with skill and career development.
• Display an ability to build confidence and trust in your direct reports.
• Maintain a high level of team engagement and motivation.
• Collaborate with internal teams to identify skill gaps and develop training programs.

• Results Management

• Drive long-term customer adoption through successful onboarding.
• Develop your team to deliver the best possible customer onboarding experience.
• Build and tweak playbooks to improve effectiveness of onboarding program.
• Use tools/automation to help team member achieve optimal productivity.
• Analyze customer and performance data to make informed decisions about operational and procedural changes

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Qualifications

We are looking for people who are:

• Effective
• Adaptable
• Flexible
• Analytical

With the following demonstrable skills:

• Deep understanding of marketing and sales best practices
• Adapt quickly to new software and constantly changing business requirements
• Manage and develop a team of customer-facing staff
• Identify and implement new programs that drive customer success
• Use data to analyze results and make data-driven decisions

Ideally, with the following experience:

• 2+ years in software implementation or business consulting roles (or equivalent experience)
• 1+ years experience recruiting, coaching, and developing team members
• 1+ years experience handling customer escalations