Implementation Manager
MANAGER, IMPLEMENTATION CONSULTING
YOU:
Reporting to the Director of Onboarding, you will lead a team of customer-facing technical consultants and app designers who provide technical expertise and guidance to our customers through their Quickbase. As a key member of the Customer Success team, you will partner with Sales, Customer Success Managers, and Solution Architects to shape the operations and inspire this highly-motivated group of technical experts. You will ensure the team provides the product knowledge and technical insights for both new and existing customers, and demonstrates the power of the low-code/no-code platform for solving real business problems from small and mid-market businesses to large, strategic enterprises.
The objectives and key results include driving platform adoption, high customer satisfaction scores and increased citizen developer knowledge; you will be expected to drive and define the team's focus and processes. You excel in a fast-paced, results-driven culture. This opportunity allows you to join a collaborative management team and define the future direction of technical consulting at Quick Base.
You will also serve as the technical expert of the Customer Success team, working with existing customers to strategize the most effective use of Quick Base so that enterprises can gain higher value from the platform.
You have demonstrated the ability to lead the planning and development of technical solutions to solve moderate to complex business requirements. In addition to a strong technical background, you have a consultative mindset, always showing high levels of curiosity about customers and their objectives, and leveraging all information sources to drive future conversations.
Responsibilities:
Grow the Team: Hire, train, develop and grow talented Customer Success Technical Consultants through coaching, mentoring, continuous evaluation and feedback.
Partner: Work with Sales, Customer Success, Customer Care, Learning Services, and Product Management to ensure a smooth transition from sales, warm handoff and continuous growth and satisfaction at a customer site.
Improve the Customer Journey: Gain a deep understanding of customer needs to develop and enhance the customer experience with the platform to drive adoption and growth.
Ensure Best Practices: Work with key customer stakeholders to ensure best practices are implemented for long-term success, addressing all IT, Security, Technical, and policy concerns.
Drive Strategy: Partner with senior leadership to ensure that high level company strategy is executed at the tactical level, ensuring that KPI-driven metrics align to department and company-level OKRs.
You have:
Strong leadership skills setting team and individual goals, and coaching, mentoring, and training a team for technical and soft-skills growth to exceed those goals
4+ years managing a technical team of 5 or more individual contributors in a customer-facing role, delivering technical solutions in software sales, services, engineering, or support preferred
Experience establishing and growing relationships at all levels, from individual contributors to C-suite
Self-directed and able to identify opportunities to improve team processes and direction
Experience working with 3rd party service providers, able to identify customer needs and communicate the value of working with service providers
Working with relational databases and implementing business process management solutions with SaaS / PaaS integration services
Ideally, you have:
BS/BA degree preferred (Computer Science or Business degree is a plus)
Fundamental understanding of database technologies (Oracle, Postgres, NoSQL, ETL tools preferred ), and both web service technology (REST, SOAP, XML, JSON) and scripting languages (JS, Python) are a plus
Curiosity about Business Process, experience in optimizing and automating processes