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Implementation Team Manager

2 months ago

Chicago, Illinois, United States Canto Full time
Job Description

Position: Manager, Implementation (North America)

Location: Remote (US - eligible states only)

Company Overview:

Canto is revolutionizing the digital asset management (DAM) sector. Our platform serves as a unified resource for brands to manage, access, and distribute digital assets, enhancing content value, expediting production, and ensuring brand uniformity. With a focus on efficiency and teamwork, we leverage data-driven insights and artificial intelligence to assist companies in not just managing but optimizing their digital content. At Canto, we are more than a DAM provider; we are a driving force for brand transformation. Join us in our mission to redefine the DAM landscape and empower brands to derive exceptional value from their digital assets.

Job Overview:

We seek a seasoned post-sales leader to become part of our Implementation Team. In this role, you will mentor and develop a team of 7-10 Implementation Managers, assist high-priority clients, and steer key objectives. You will work collaboratively across departments to ensure clients experience a premier customer journey with Canto.

Key Responsibilities:

  • Lead, mentor, train, and recruit a high-performing team of remote Implementation Managers to achieve individual and collective goals.
  • Design and implement strategic enhancements to scale processes, services, and systems, enabling the team to surpass adoption, utilization, and retention targets.
  • Guide the team in building and nurturing robust customer relationships. Act as a mentor to navigate complex customer scenarios and use cases.
  • Collaborate with Sales, Support, Customer Success Managers, and Account Managers to ensure successful business outcomes.
  • Be a thought leader and propose innovative solutions to enhance existing processes.
  • Foster a culture of accountability and execution through data-driven strategies.
  • Support your team in achieving successful customer adoption and engagement goals, enhancing the customer lifetime journey and value.
  • Effectively resolve customer escalations to ensure maximum satisfaction and positive results.

Qualifications:

Required:

  • 3+ years of experience in managing and developing Customer Success or Implementation Teams.
  • 6+ years of experience in Implementation or Customer Success Teams within SaaS environments.
  • Experience in managing remote teams and cultivating team culture.
  • Proven track record of achieving team goals and objectives.
  • Technically adept with strong problem-solving skills.
  • Ability to efficiently hire and onboard new Implementation Managers.
  • Strong analytical capabilities, with a focus on data-driven decision-making.

Skills and Competencies:

  • Exceptional verbal and written communication skills, with experience in engaging both large and small groups.
  • Ability to build cohesive teams, encourage collaboration, and leverage diverse skills to enhance implementation effectiveness.
  • Strong customer service orientation with a keen understanding of customer needs.
  • Capacity to adapt to a fast-paced, ever-evolving environment.
  • Attention to detail and proficiency in solving complex challenges.
  • Commitment to transparent communication at all levels.

Elevate Your Journey with Canto:

Start-Up Spirit: Experience the excitement and flexibility of a growing organization.

Hands-On Impact: Your contributions directly influence our success.

Learning by Doing: Our growth initiatives offer real-time learning opportunities.

Close-Knit Team: Enjoy a supportive and collaborative work environment.

Open Communication: We prioritize transparency and open dialogue.

Problem-Solver's Paradise: Apply your creativity to tackle real-world challenges.

Work-Life Harmony: We respect the balance between personal and professional commitments.

Growth Opportunities: As we expand, so do the opportunities for our team.

Cultural Exchange: Gain insights from diverse colleagues in a global context.

Canto is an Equal Opportunity Employer. We are dedicated to fostering a diverse and inclusive team. We do not discriminate against qualified employees or applicants based on race, color, religion, gender identity, sex, sexual orientation, national origin, age, marital status, disability, or any other characteristic protected by law.