Manager, Implementation Services, Enterprise at Procore Technologies
Procore is seeking a new Manager of Implementation Services to own driving, scaling, and inspiring a team of talented individuals focused on implementing new customers. The Implementation team is vital to Procore, instrumental to long-term profitability, and encompasses on-boarding, training, project management, services, and product adoption. This role will focus on evolving our current implementation processes to scale at hyper-growth speeds while leading a team by Procore’s values of Openness, Optimism, and Ownership.
This position is located in any of our offices or available to be remote. We’re looking for someone to join our team immediately.
What you’ll do:
Own the overall success of a team of implementation managers overseeing our upmarket/enterprise General Contractor customers across the United States (which includes planning, executing, and staffing to assure an outstanding client experience that decreases time to first value and drives renewals and contract expansions)
Create efficiencies in process and procedures, continually seeking ways to promote product adoption and faster software implementations.
Manage implementation activities. Track and measure KPIs, project milestones, onboarding tasks, and advocate for Procore clients.
Guide the implementation team to ensure our customers consume professional services on time, on budget, and within scope
Work closely and collaborate with other Professional Services teams - Operations, Strategic Product Consultants, Integrations & Technical Services teams
Measure effectiveness of the implementation team. Refine operational metrics for the team, create reporting and review cadences, provide status updates to the executive team
Guide team in effective client issues resolution, and handle any escalations. Develop employees, retain talent, and define career paths.
Create a company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive). 25% Travel to Client onsites, offices, & more
What we’re looking for:
Bachelor’s degree, Experience successfully building and leading diverse teams
Previous customer support and/or implementation services experience on SaaS software platforms including onboarding, training, and client relationships
Four or more years of experience managing/leading software customer success/service teams (i.e. onboarding specialists, implementation managers, customer success managers, etc.) Deep understanding of value drivers in recurring revenue business models
An enthusiastic and creative leader with the ability to inspire and motivate others
Ability to influence through persuasion, negotiation, and consensus-building
Strong empathy for customers AND passion for revenue and growth
Analytical and process-oriented mindset, Excellent communication and presentation skills
Demonstrated desire for continuous learning and improvement
Experience with Financial, Construction, Project Management, or ERP software solutions preferred
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Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.
We are an equal opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.
Perks & Benefits
You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: generous paid vacation, employee stock purchase plan, enrichment and development programs, and friends and family events.