Role Description The Manager of Implementation is responsible for managing aspects of customer onboarding and implementation. This individual oversees the Select and Mass Market teams, which deliver implementations primarily for PBIS Rewards and Hall Pass, along with other products as assigned. This individual manages the overall performance of people and processes to achieve on-time delivery and customer satisfaction. The Manager of Implementation works with other leaders in the organization to ensure organizational, strategic, and functional alignment, including close partnership with Sales, Customer Success, and Revenue Operations. This position owns Salesforce data accuracy for incoming projects, drives improvement of launch-related Salesforce and HubSpot workflows, and continuously works to improve current processes and team knowledge by frequently coaching on customer satisfaction, timely delivery, and effective training. Qualifications - Bachelor's degree in business or a related field. - 5+ years of relevant experience. - Strong proficiency using Salesforce, including knowledge of accounts, opportunities, and projects, with the ability to review data for accuracy and identify process errors. - Experience managing Salesforce Cases and Projects, including queues, ownership, and SLA monitoring, and familiarity with contact center platforms such as Vonage (call queues, routing, and performance reporting). - Experience defining, documenting, and implementing Salesforce and/or HubSpot workflows. - Strong understanding of sales, customer success, and revenue operations processes. - Experience creating and delivering customer-facing and internal training. - Strong analytical skills and attention to detail. - Excellent oral and written communication skills. - Ability to manage multiple time-sensitive projects and priorities and meet established deadlines. - Ability to work and communicate with various and complex stakeholder groups and functions, and various levels of management. - Strong proficiency using Microsoft Office products. Requirements - Oversee the Select and Mass Market teams across all aspects of customer onboarding and software implementation. - Build and maintain a strong customer onboarding strategy, ensuring milestones are identified, monitored, and met. - Own Salesforce data review and validation for incoming projects. - Partner closely with Sales, Customer Success, and RevOps to maintain alignment of cross-functional processes. - Define and improve Salesforce and HubSpot workflows that support the launch process. - Oversee day-to-day management of the team's operational systems. - Establish, monitor, and report on service KPIs. - Manage the Select and Mass Market teams responsible for customer onboarding, software implementation, training, project management, and other services. - Review and validate Salesforce data for new incoming projects. - Outline new Salesforce and HubSpot workflows related to launch processes. - Create and deliver customer and internal training across departments. - Review activity reports and other performance data sources to measure productivity and goal achievement. - Manage Salesforce Cases and Projects across the team's portfolio. - Manage the Vonage Contact Center for the team. - Prepare staff work schedules and assign specific duties. - Provide leadership, motivation, direction, and support to the team. - Hire, train, and educate staff on proper onboarding procedures. - Address client concerns and questions as needed. - Inspect and coach the quality of training. - Coordinate and collaborate with other functions as needed. - Other duties as assigned. Benefits - Normal Working Hours: Core business hours are generally 8:00 am - 5:00 pm. - Work may be required outside of normal business hours based on Company operations. Physical Requirements - Sufficient physical ability and mobility to work in an office setting. - Daily physical functions include standing, sitting, and walking for prolonged periods. - Occasionally stooping, bending, kneeling, crouching, reaching, and twisting. - Engaging in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. - Operation of office equipment requiring repetitive hand movement. Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.