Description:
Lead and manage a team responsible for the successful deployment of Motive hardware and software with our highest-value customers. As Manager of Implementation, you will oversee the creation and execution of onboarding projects, defining and tracking key performance indicators for success, including Customer Kick-Off, Go-Live, and Customer Satisfaction (CSAT). You will be responsible for the overall performance and development of the Implementation Consultants, ensuring they act as highly skilled project managers and Motive product experts who guide clients through complex and large onboarding projects. This role requires close collaboration with the Account Executive team to drive initial adoption and facilitate ongoing training and onboarding as the customer's partnership with Motive grows.
What You’ll Do
- Develop, implement, and continuously improve the Implementation program for clients, aligning it with product initiatives.
- Establish, monitor, and report on key performance indicators (KPIs) for the Implementation program, driving continuous improvement and optimization.
- Manage a team of Implementation Consultants, providing coaching, mentorship, and performance feedback to maximize their effectiveness.
- Oversee the implementation process and project planning for assigned accounts, ensuring successful onboarding and training to drive software adoption by new clients.
- Monitor team performance and resource allocation to ensure the timely and successful completion of new client onboarding across all assigned accounts.
- Identify and address potential roadblocks or challenges to ensure projects stay within scope and on schedule.
- Collaborate with cross-functional teams, including Sales, Product, and Customer Success, to ensure seamless onboarding experiences and ongoing customer satisfaction.
- Analyze onboarding data and trends to identify areas for improvement and develop strategies to enhance the customer experience.
- Advocate for customer needs and provide feedback to product development teams to improve the Motive platform.
What We’re Looking For
- 3+ years of experience in a customer-facing role in a B2B capacity, preferably in trucking, logistics, or fleet management, with at least 2 years in a management or team lead role.
- Proven track record of successfully managing implementation teams and delivering complex projects on time and within budget.
- Strong business acumen, including project management, account management, problem-solving, business planning, and analytical skills.
- Excellent interpersonal, communication (both written and verbal), and presentation skills.
- Experience in delivering client-focused solutions based on customer needs.
- Demonstrated ability to communicate, present, and influence credibly and effectively across all levels of the organization, including executive and C-level.
- Experience with CRM software and project management tools.
- BA/BS degree or equivalent work experience preferred.