Senior Implementation & Support Manager (SaaS) - Miami, FL

Job Description

Job Description

Salary :

About EnterpriseAlumni :

EnterpriseAlumni isn't your average software company. We're the market-leading provider of Corporate Alumni Management software, helping some of the worlds biggest brands stay connected with their alumni. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients' organizations whilst creating a strong alumni value proposition.

Position Overview : We are seeking a highly motivated and experienced Senior Implementation and Support Manager to lead the onboarding, implementation, and support functions for our SaaS platform. In this role, you will ensure successful customer deployment, seamless integration, and ongoing support to optimize the customer experience. This is a critical leadership role that combines technical expertise, customer focus, and team management skills to deliver exceptional value to our clients.

Key Responsibilities : 1. Implementation Management

• Lead the end-to-end implementation process for new customers, ensuring timely and successful deployments of the SaaS platform.
• Collaborate with cross-functional teams (e.g., Product, Sales, Engineering, and Customer Success) to define implementation plans and address customer-specific requirements.
• Analyze client needs, customize solutions, and integrate the SaaS platform with existing systems where applicable.
• Develop and improve implementation practices, methodologies, and tools to enhance efficiency and scalability.
• Act as the primary point of contact for customers during the onboarding phase, ensuring a smooth transition from sales to operations.

2. Customer Support Leadership

3. Customer Success and Relationship Management

4. Team Leadership and Development

5. Process Optimization and Reporting

Qualifications and Skills :

7+ years of experience in SaaS implementation, customer support, or a related role.

Strong understanding of SaaS platforms, cloud technologies, integrations (APIs), and data migrations.

Excellent communication and interpersonal skills with a customer-first mindset.

Ability to manage multiple projects and priorities simultaneously.

Why Join Us?

EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

NO RECRUITERS PLEASE.

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