Manager, Support and Implementation

Manager, Support and Implementation

The Manager of Support and Implementation leads high-performing teams to deliver exceptional customer experiences across onboarding and post-launch support. This role drives operational excellence by achieving KPIs, optimizing team performance, and continuously improving processes that accelerate time to value.

Not afraid to drive change and always seeking process improvements, this leader combines strategic thinking with a passion for customer success. They champion innovation, streamline workflows, and foster adaptability to meet evolving business needs. By building a culture of accountability and collaboration, they ensure team goals align with broader organizational objectives while maintaining agility in a dynamic environment.

Key Responsibilities :

Team Performance & Results Monitor and manage team performance to achieve Support and Implementation KPIs. Ensure adherence to service-level agreements (SLAs) and maintain high customer satisfaction. Analyze trends and proactively address gaps in service delivery.

Strategy & Planning Develop and execute team strategies aligned with company objectives. Conduct regular performance reviews and use data to inform decision-making and planning. Lead team-wide initiatives focused on efficiency and service improvement.

Leadership & Culture Building Inspire, lead, and motivate a diverse team, fostering an inclusive, accountable, and collaborative culture. Model company values in everyday interactions and decision-making. Promote transparency, trust, and recognition across the team.

Resource Allocation & Utilization Optimize team workload and ensure balanced allocation of responsibilities based on capacity and skill sets. Monitor resource utilization to ensure productivity and minimal downtime.

Leadership Development & Succession Planning Identify high-potential employees and provide coaching for growth into leadership roles. Develop succession plans for critical roles to ensure continuity and risk mitigation.

Innovation & Continuous Improvement Foster a culture of innovation by encouraging team members to propose and pilot new ideas. Lead process improvement initiatives and explore emerging tools or technologies that enhance support and implementation functions.

Competencies

Strategic and results-oriented, with a strong ability to align team objectives with broader business goals. Committed to using data to guide decisions and drive measurable performance improvements. Operationally focused leader who identifies inefficiencies and implements scalable, repeatable solutions. Maintains a high standard of service delivery across support and implementation functions. Motivational team builder who leads by example and creates a positive, inclusive culture. Skilled at coaching individuals toward high performance while fostering engagement and accountability. Customer-obsessed and quality-driven, always focused on delivering exceptional client experiences. Balances empathy and urgency to ensure fast, thoughtful resolutions that build trust and loyalty. Clear and confident communicator who effectively delivers messages to diverse audiences from team members to senior stakeholders. Builds strong cross-functional relationships and ensures alignment through consistent, transparent updates. Calm and effective change leader, capable of guiding teams through transformation with clarity and empathy. Quickly earns buy-in by articulating the "why" behind change and supporting teams through the transition. Analytical and insight-driven, with the ability to turn data into action. Proactively identifies trends, tracks KPIs, and makes adjustments to optimize team output and service quality. Innovative and adaptable, constantly seeking opportunities for improvement. Encourages experimentation and supports a culture where ideas are tested, shared, and refined to drive progress.

Qualifications

5+ years in customer support, implementation, or operations management, preferably in a SaaS or tech environment. 3+ years in a people management or leadership role. Strong understanding of customer experience metrics, implementation best practices, and operational performance drivers. Proven ability to lead cross-functional teams and drive results through collaboration. Analytical and strategic thinking skills with experience in data-driven decision-making. Excellent communication, interpersonal, and organizational skills. Experience with support tools and CRM platforms (e.g., TeamSupport, Salesforce, Jira).