Senior Manager, Implementation

Points North is looking for an experienced and results-driven Senior Manager, Implementation to own the successful delivery of our technology to our WageIQ and Certified Payroll Reporting clients. The Senior Manager is an outcome-oriented player and coach who is motivated by seeing our team and our clients succeed. This leader is a visible advocate for the clients and ensures consistent and successful cross functional collaboration is achieved.

• Directly supervise and lead a team of Specialists and Leads, promoting accountability, collaboration and camaraderie across the department and broader organization

• Create and manage implementation processes that ensure clients are successfully implemented and utilize the software within the allotted number of hours, churn is minimal and projects receive appropriate communication to drive client retention

• Monitor and mitigate implementation risk through collaboration with cross-functional teams and escalations as appropriate to management, product, and external partners

• Track and report metrics on team performance, implementation portfolio, at-risk clients and status of team initiatives to leadership on a regular cadence

• Drive time-to-value delivery by promoting continuous improvement and process enhancement to continue to increase value for our customers

• Provide implementation team with clear expectations of success and expected outcomes and manage the team to achieve those outcomes

• Own a portfolio of implementation clients from mid-market to enterprise, ensuring success of those clients

• Active participant in cross-functional Management Team, balancing advocacy for Implementation team needs with broader Business priorities and objectives

• Highly collaborative, able to work closely with internal teams (Sales, Marketing, Customer Success, Product, Support) to ensure seamless customer experience and to drive success across the client lifecycle

• Excellent communication, interpersonal, and relationship building skills

• Strong business acumen, able to advocate for the needs of the implementation team and for the needs of our clients, while maintaining a broad business lens

• Proven track record leading a growing team; leveraging process improvement, automation and headcount to support ongoing staffing and development needs adequately

• Solutions oriented problem solver who models and builds a culture of continuous improvement

• Curious with a desire to learn and work with our payroll partners to learn their systems and processes, for mutual client success

• Proven ability to manage both people and client relationships simultaneously, successfully handling multiple accounts, coordinating cross-functional resources, and driving timely execution of deliverables.

• 10+ years’ experience working in client implementation and/or onboarding roles, with at least 5+ years’ experience in SaaS

• 5+ years of hands-on direct management experience, proven track record of successful team management

• Willing to work hybrid out of our Bloomington, MN headquarters

• Experience with in payroll, accounting and/or ERP software industries, preferred

• Strong attention to detail, able to maintain various project plans (Microsoft Planner), CRM data (Hubspot), and internal documentation

• Motivated, self-starter able to manage competing priorities with team requests, customer and partner relationships, and driving product adoption

• Solution-oriented problem solver comfortable with ambiguity in a small growing environment

At Points North, we believe that taking care of our team is the foundation of our success. That’s why we’ve created a benefits package designed to support you both personally and professionally:

• Health Insurance:
  Comprehensive medical,…