Here at Syndigo, we're enabling our clients to deliver better eCommerce experiences. We've mastered the right data, right now. From creation to sale, that's the value our partners get from us - a holistic, truly differentiated end-to-end solution that closes the loop while increasing sales. Basically, we're the accurate data behind how people feel when they shop online with confidence!

We cannot do all of this without our amazing people! Our employees make the magic happen here at Syndigo and we're growing rapidly, looking to welcome a Implementation Team Manager to the team! We're ready for you to challenge the status quo!

The mission of a Syndigo Implementation Team Manager is to grow and develop a team of implementation specialists while leading and delivering a world class client experience across Syndigo's SMB customer base. You will be responsible for driving efficiency through improved process and operationalizing plans, as well as, acting as an escalation point for customer and team issues.

This manager promotes operational excellence and successful client implementations which accelerates the time to value for new clients. The role requires experience and strength in the areas of team leadership, digital transformation, building scalable automated process, KPI measurement at the team and individual level and problem solving. This role works closely in partnership with customer success, operational teams and sales teams.

HOW WE'LL BE WINNING TOGETHER DAY-TO-DAY

• Own the onboarding, adoption, and client satisfaction of our self-serve clients
• Hire, lead, coach and mentor a team of implementation specialists to deliver a world-class client experience
• Responsible for development and performance management across the team
• Accountable for workflow design, reporting and hitting KPI targets
• Create and document processes that scale and are automated, focused on process excellence
• Identify market and team-specific opportunities to accelerate service excellence and efficiency across the team
• Understand, prioritize, and drive resolution of issues that may arise in implementation through hands-on involvement and highly effective communication between responsible parties for the purpose of holding self and others accountable, and to drive timely project implementation
• Prepare and deliver regular progress reports on implementation progress, as well as analysis of usage trends and services opportunities
• Form deep cross-functional relationships with market GMs, operations teams, product, and other key stakeholders
• Create an inclusive culture on their team through leading by example with being humble and open-minded, and operating with high integrity by being open to feedback
• Keep the customer journey at the center of all decisions and identifies key areas of opportunity to improve the customer experience. Responsible for key performance metrics such as retention, CSAT, NPS and customer health score

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• Bachelor's Degree in related field preferred and 8 years of relevant experience
• Direct customer facing and implementation delivery/training experience
• Possess the ability to motivate and maintain effective working relationships
• Skilled with Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Solid, functional Salesforce.com application knowledge
• Management experience in implementation/training, and process improvement to achieve operational efficiencies that deliver exceptional services to clients

LOCATION:

• USA Hybrid (Nashville/Chicago preferred)
• Collaborate with multi-location, multicultural, multi-skill and multi-disciplinary teams