We are looking for a Associate Manager, Implementation - In-Store to join our team in a Player/Coach capacity. This individual will be responsible for onboarding a limited number of new clients, while also managing a small team of Onboarding Managers and Team Leads. This role is essential to our goal of providing support for clients in the onboarding phase and ensuring their long-term success.
What You’ll Do Hire, manage and coach/develop a team of high performing Onboarding Managers and Team Leads throughout APAC, establishing goals, metrics, and driving results. Review and monitor incoming and activating MRR for new customers, maintaining responsibility for resource and capacity planning in partnership with Onboarding Leadership Track accounts through engagement data (via tools like Looker and Totango) to identify churn risk and work proactively to eliminate that risk Successfully and effectively oversee simultaneous, diverse implementation projects on schedule, and with high customer satisfaction; projects include implementation of different solutions including reservation, waitlist, & table management; online ordering, POS, marketing automation, and more Analyzes problems to identify root cause and propose solutions proactively Ability to handle at-risk clients and manage escalations internally and externally with empathy, thoughtfulness with tact Be a product expert, able to help clients learn the platform effectively and optimize their utilization based off their business needs Partner with Sales, Product, Support, and Customer Success Managers to support customers and your team toward product adoption Who You Are 2+ years of experience working in challenging, customer-facing roles, ideally within the SaaS industry or hospitality technology A passion for mentoring and leading change Outstanding written and oral communication skills Detail-oriented, strong critical thinking and problem-solving abilities Strong project management experience Comfortable working in a fast-paced, startup environment; highly collaborative Experience with Salesforce, Totango or other Customer Success CRM is required Ability to travel through APAC region to meet with customers and team members Availability to meet periodically with team members in both North America and EuropeNotice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
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