EverPro – Manager, Solution Delivery (Remote, US)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

As a Manager, Solution Delivery you will manage our solution delivery and data conversion teams.  The ideal candidate will have 8+ years of experience leading client- facing teams in an organization that delivers B2B SaaS products.  This person sits on the Implementation and Onboarding Team at EverPro and should be passionate about enabling our customers success & health, in addition to driving customer loyalty and advocacy through the adoption of our software and services.

What we are looking for:

• Seasoned client care leader with prior experience being accountable with named accounts in a professional service and/or technical support environment

• Are technically competent including general understanding of IT and enterprise software, specifically SaaS, networking, hardware and Implementations

• Experience implementing Salesforce solutions and managed packages

• Have working knowledge of enterprise integrations and data migration methods

• Comfortable interacting with all levels of management and roles within the client organization

• Experience operator with prior experience scaling a customer facing organization

• Ability to effectively prioritize, escalate and own customer issues as required

• Excellent communication and presentation skills to effectively explain strategy, business recommendations or solutions to a customer’s problems

• Ability to learn and assimilate technical information quickly

What you will do:

• Lead and motivate a robust team of onboarding consultants, solution engineers and product care advocates

• Be accountable to provide expert knowledge of our products & services to customers

• Develop methods to deliver ongoing support to ensure customer success

• Drive to continually improve our internal process for service delivery & product care

• Own and provide detail review of service & support metrics

• Establish scalable processes to identify, troubleshoot and resolve issues encountered by user, confirm and report bugs

• Become a partner, acting as a liaison with our New Business Sales, Product Management and Engineering teams

Desired background:

• Bachelor’s degree in Business, Information Systems, or related field (MBA or PMP is an asset)

• 5+. Years of Salesforce implementation experience with at least 2+ years in a leadership or management role

• Proven success managing multiple concurrent projects and teams.

• Salesforce admin certification

• Data analytics & reporting

• Experience in B2C, SAAS, or SMB market

• Proven record designing, building, and optimizing features for SaaS products

• Knowledge of home improvement industry or similar businesses

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan,