Reporting into the CPO, this role is a frontline management role with three primary responsibilities: technical service delivery, personnel management, and team operations. In this role you will be responsible for the successful delivery of implementation and configuration services to different products within the Public Records suite. You will coordinate activities and information between key engagement stakeholders. You will own the primary responsibility of ensuring the implementation projects are delivered successfully on time. You will act as the first line of defense for customer escalations by engaging with them proactively and ensuring the project is progressing in line with their expectations. Additionally, you will support staffing decisions, performance reviews, and career development support for your team.
KEY RESPONSIBILITIES
- Lead a multi-functional, multi-geography team of configuration, business analysis, and QA specialists to implement a diverse portfolio of software solutions across the United States
- Manage team operations including project prioritization, resourcing, capacity planning, utilization, and CSAT
- Partner with peers in the Project Management, Data, and Training teams to ensure successful delivery of customer engagements
- Provide hands-on support to team members for customer requirements gathering, software configurations, integrations, and quality assurance tasks
- Collaborate closely with product development, design, and engineering teams to ensure customer needs are addressed within the product roadmap and release schedules align to implementation timelines
- Interface with go-to-market teams to provide input to pre-sales planning and strategic solutions consulting
- Develop and refine internal team processes with a focus on consistently improving project quality and time-to-deliver
- Manage and triage issues that are impacting customer projects
- Serve as a "go-to" resource who can bridge gaps between product strategy and implementation
Qualifications
- Bachelor's degree in a technical field or equivalent experience
- 5+ years of experience required within Professional Services, preferably in SaaS or tech-enabled services
- 2+ years of personnel management or supervisory experience
- Experience performing complex software configurations in cloud-based, multi-tenant, B2B environments, with knowledge of CICD practices
- Technical experience with JSON, XML, and SQL
- Experience with technical writing and preparation of implementation artifacts and SOWs
- Demonstrated ability to develop and foster strong customer relationships
- Ability to interact with tact and professionalism with clients, peers, management, and staff
- Ability to operate with a high degree of autonomy and personal accountability
- Strong verbal and written communications skills
- Ability to manage expenses and time sheets accurately for direct reports
- Familiarity with industry regulatory requirements and future mandates is a plus
- Ability to achieve results through influence in a matrixed environment
- Ability and willingness to travel up to 15%
- Ability to communicate effectively across language and cultural barriers
Compensation & Benefits
- $115,000-$125,000 annual salary + 10% performance bonus
- Remote Opportunities (Some state restrictions – see below)
- Leadership and career development opportunities
- Competitive insurance (medical, dental, vision, and voluntary life & disability)
- Mental health benefits
- 401(k) plan with company match
- Paid holidays
- Flexible PTO - no accruals
- Generous paid parental leave
- Monthly work from home stipend
While we are a remote organization we do have restrictions in a few states: Unfortunately, we cannot hire in these select locations: Arizona, Alaska, Arkansas, Delaware, Hawaii, Idaho, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Montana, Nebraska, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oklahoma, Oregon, Rhode Island, South Carolina, South Dakota, Tennessee, Vermont, West Virginia, Wisconsin
