Oversee customer technical lifecycle including onboarding, implementation, and support. Drive efficiency in delivery and manage a remote team.
At Leap Tools, we are building the world's most advanced solutions for the interior décor industry. With customers in 80+ countries, our clientele includes Fortune 500 companies such as Home Depot, local retailers such as Alexanian's, and everything in between. We have been recognized as one of the fastest-growing tech companies by Deloitte for multiple years in a row, and we are looking for ambitious challenge-seekers to fuel our momentum and help us create an iconic global tech company.
About our product
Our technology lets you preview products in your own room before you buy them. Imagine you want to redesign your home and have been searching for new tiles for your kitchen, or a new rug for your living room. You definitely want to make sure it will look good in your space. We enable you to do that through our proprietary cutting-edge technology, presented in an extraordinarily simple and accessible way. Try our rug demo now! Simply upload a picture of your room using your mobile phone, and slide the rug under your coffee table: https://www.roomvo.com/rugdemo...
About you
As a Senior Manager of Implementation Services, you will oversee all aspects of our customers’ technical lifecycle, including onboarding, implementation, technical project management, and pre- and post-sales technical support. You will be accountable for ensuring our technical solutions drive maximum customer value and are delivered with world-class quality and speed.
You are a leader with a proven track record of managing technical delivery operations to meet surging client demands and growth targets. You are obsessed with achieving predictable, repeatable success across all technical delivery streams and thrive on operational efficiency. You are able to operate seamlessly at the deep technical level, guiding overall implementation strategy.
We hire humans, not job descriptions. You should apply even if this role and salary range don't align with your experience. We’re happy to create unique roles and compensation for the right talent.
What you’ll do
- Execute the vision and plan for the Professional Services and Technical Projects department, including alignment with the company’s strategy and goals.
- Coordinate with the heads of Engineering and Product to influence the product roadmap, ensuring technical solutions address critical customer needs and accelerate integrations.
- Collaborate with the VP of Sales and Customer Success to support the entire customer journey from pre-sales to post-go-live on a global scale.
- Allocate work efficiently against a fast-paced, rapid-growth environment with increasing demands and complexity, tight deadlines, and quickly shifting priorities.
- Serve as a senior technical point of contact for customer escalations and sales pursuits.
- Standardize onboarding methodologies and technical support procedures, ensuring high-quality implementations across all customers.
- Be accountable for the development, implementation, and rigorous tracking of department productivity and efficiency metrics to achieve world-class operational performance at scale.
- Implement changes to team structure and processes while cultivating a high-performance, collaborative, and results-oriented environment across all technical delivery functions.
- Manage, train, and evaluate the performance of a remote, global, multilingual team, with managers and individual contributors of various backgrounds and skills.
Requirements
- 5+ years of experience managing teams in Technical Projects, Professional Services, IT, Testing, QA, or Technical Implementation organizations
- Exceptional communication skills with the ability to represent the organization effectively to customers, partners, and internal leadership.
- Proven success in owning and significantly improving core efficiency metrics like Time to Go-Live, resource utilization, customer satisfaction, and adoption at scale.
- Understanding of scaling web application implementations and the associated technical delivery risks.
- Familiarity with data transformation pipelines.
- Strong organizational development skills, with experience in implementing organizational structures and processes.
About our culture
- We're a remote-first company that encourages our employees to work from where they're most productive.
- We work in tight-knit teams to cultivate an ownership mentality.
- We cherish curiosity and an obsession for details because we know these details are invaluable over the long run.
- We're hyper-focused on our achievements and our ability to execute our promises. We act with urgency.
- Work anywhere in the world for up to 3 months!
- We value families, by offering a parental leave program
- We offer a work-from-home stipend
- Your birthday (and our company's birthday) is a day off!
About our hiring process
Now: You upload your resume and complete a brief questionnaire.
Step 1: We arrange a video call with you to assess your abilities.
Step 2: Complete a take-home assignment.
Step 3: Attend the second video interview soon after.
Step 4: You meet one of the founders.
Step 5: You receive an offer.
AI in Recruitment - At Leap Tools, we leverage AI technology to enhance our recruitment process. These tools assist with tasks such as resume screening, sourcing prospective candidates, and to support administrative tasks for enhanced operational efficiency. Founders and senior leadership are directly involved in our recruitment process, and AI is never used to make the final hiring decision. We are committed to the responsible use of AI in our hiring practices.
Expected salary range, Ontario based: $100,000 - $150,000 + other benefits.
We value exceptional talent above all else. If your expectations or seniority sit outside the stated range, you should still apply. We can scale roles and compensation to match your unique situation.
This is a net new position on the team.
Leap Tools is an equal opportunity employer committed to fostering an inclusive, equitable, and accessible environment. Accommodations are available on request for candidates taking part in all aspects of the interview process. If you require any accommodation, please contact us at [email protected].
Take the Leap. Apply now.
Our demo, in case you missed it: https://www.roomvo.com/rugdemo4r
You should apply to this job even if you don't fit this role perfectly because we can create a new role for you with corresponding compensation.
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