Manager, Customer Implementation

| Seattle
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Skilljar is seeking a versatile and proven Manager to lead our Onboarding and Implementation team. This critical function is part of our rapidly growing Customer Success team and is responsible for working directly with our clients to enable them to successfully implement Skilljar to achieve business goals.

We’re looking for a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. You must be nimble, highly-collaborative, and able to think on your feet. This is a great opportunity to join a rapidly accelerating startup that has dozens of Fortune 1000 and mid-market clients on its roster.

Responsibilities
  • Manage and grow a team of Implementation Managers.
  • Establish best practices for implementation and develop processes to help drive consistency across the team and enhance customer satisfaction.
  • Gather and provide input as the implementation team evolves and prepares for scale to inform the development and implementation of programs to support the scaling of the implementation team.
  • Develop and drive KPIs for implementation team members to measure and support overall customer health and success during the implementation phase of the Skilljar customer lifecycle.
  • Assist the team with developing healthy customer relationships and act as a point of escalation when needed.
  • Schedule onboarding and assignment of new customers to the appropriate implementation resources.
  • Collaborate with Sales leadership to manage the sales handoff process and ensure a seamless transition for customers from Sales to Customer Success. 
  • Keep the team informed of updates and initiatives defined at the leadership level.
  • Maintain regularly scheduled 1:1 meetings with each Implementation team member and provide coaching and development feedback to team members.
Requirements
  • 5+ years in a customer success, implementation, or project management role, preferably in an enterprise SaaS environment. As well as, 3+ years of people management experience.
  • Experience working with SMB, MM, and ENT organizations with a deep understanding of the varied needs of these organizations. 
  • Proven program development experience specifically related to scaling a fast-growing, customer-centric team.
  • Highly organized with exceptional interpersonal and leadership skills.
  • Experience with Customer Relationship Management (CRM) software.
  • Proven ability to interact with and drive projects at VP and Director client levels, to collaborate with customers to set and manage expectations.
  • Experience with writing and organizing customer-facing help documentation.
  • Ability to thrive in a highly ambiguous environment. Startup experience a major plus.
  • Bachelor’s degree in a related field or equivalent years of relevant experience required.
  • US work authorization and criminal background check are required.
The Company

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, and Trilogy Equity Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Zillow, Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.

We are a team of bright, dedicated Skillets with startup drive and a passion for education. Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, and Colorado.

 
Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.
 
Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.
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Technology we use

  • Engineering
  • Sales & Marketing
    • PythonLanguages
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • Vue.jsFrameworks
    • PostgreSQLDatabases
    • WordpressCMS
    • SalesforceCRM

Location

Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, and Colorado.

An Insider's view of Skilljar

How would you describe the company’s work-life balance?

Even though Work and Life are often happening in the same room these days, Skilljar encourages everyone to create a daily ritual that signals a "Start" and "Stop" to the workday. Whether it's simply shutting down your laptop, taking an end-of-day stroll, or brewing a cup of tea to wrap up the day; the team supports creating a balance.

Shilpa

Digital Marketing Specialist

What projects are you most excited about?

I’m most excited about evolving our platform from Heroku onto AWS and giving us more control over our app (and cost savings).

We get to tackle the challenges of deploying software (build, test, deploy, monitor, etc.), and it’s a cool (and challenging) opportunity to introduce fundamental changes in our infra while continuing to support our devs.

Amanda

DevOps Engineer

How does the company support your career growth?

The biggest way that Skilljar supports my career growth is in providing me with the flexibility and trust to take on new projects. My managers and the leadership team give me a lot of control over my job and how I want to grow. I have learned and grown more in my short time here than I have been able to in the last few years in my previous roles.

Simone

Recruiter

What's the biggest problem your team is solving?

The biggest problem my team is solving is how to scale the company. We have a solid foundation already. However, as we grow, we're choosing systems and processes to position us for growth. It is challenging and exciting to be a part of this process. It's rewarding to see our impact on other teams and the long-term benefit to the whole company.

Scott

Financial Analyst

What are Skilljar Perks + Benefits

Skilljar Benefits Overview

At Skilljar, we value our employees' wellness. As a result, we strive to provide a great set of benefits. Skilljar pays 100% of our employee premiums for medical, dental, vision, disability, and life insurance! We also cover 50% of premiums for dependents you add to our plans.

Our extensive perks and benefits include:
Medical
Dental
Vision
Long and short-term disability
Life insurance
Flexible Time Off
401(k) Retirement Savings
Employee stock options
Employee Assistance Program (EAP)
Great events - virtual company and team events, happy hours, trivia/game nights, and more!

Culture
Daily stand up
Team owned deliverables
Group brainstorming sessions
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Some Meals Provided
Happy Hours
Professional Development Benefits
Lunch and learns
Company catered lunch and employee-led, weekly lunch and learn meetings
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