We're looking for a Manager of Implementation Services to drive, scale, and inspire a team of talented individuals focused on implementing enterprise customers. Procore's Implementation team is instrumental to long-term profitability and encompasses onboarding, training, services, and product adoption.
As our Manager of Implementation Services, you'll evolve our current processes to help us scale at hyper-growth. You'll own the overall success of a team of implementation managers overseeing our small to medium size business accounts in the west and central territories of North America. This includes planning, executing, and staffing to assure an outstanding client experience that decreases time to fast value and drives renewals and contract expansions.
This position will report to our Director, Implementation Services, and has the opportunity to be located in our Carpinteria, CA headquarters or our Austin, TX office. We're looking for someone to join our team immediately.
What you'll do:
Provide oversight on active projects to ensure statement of work compliance and delivery of commitments for six-figure service offerings
Attain mastery over and become a subject expert in Procore services engagements
Create efficiencies in processes 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
Measure the 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; lead team with Procore's values of Openness, Optimism, and Ownership
Collaborate with Sales, driving services scoping, and discussions during the sales process. Connect with clients and prospects in order to deliver the value of our implementation services
What we're looking for:
Bachelor's degree preferred or equivalent work experience (5+ years previous customer implementation services experience with SaaS software platforms including onboarding, training, project management, client relationships; 2+ years of management experience)
Experience creating or delivering statements of work (with values in the six figures+ range), including project management, budget management, timeline, and milestones
Excellent communication and presentation skills to communicate project status, risks, and progress to enterprise leaders and C-Level executives
Deep understanding of value drivers in both recurring revenue business models and professional services models
Customer-oriented with a history in managing customer expectations and negotiating appropriate resolutions to issues
Strong analytical and problem-solving skills with a process-oriented mindset. Ability to influence through persuasion, negotiation, and consensus-building
Demonstrated desire for continuous learning and improvement and passion for revenue growth
A clear understanding of Professional Services Automation, Financial, Construction, Customer Relationship Management, 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.