Manager, Customer Implementation

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization comprising 140+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.  

We’re looking for our next experienced Manager of Customer Onboarding/Implementation to join our Customer Experience team.  Reporting to the VP, Customer Experience, you’ll play a pivotal role in leading the Onboarding team. We are looking for someone positive and strategic, with a high degree of critical thinking skills, who can help navigate the Customer Onboarding team though a period of rapid growth while meeting organizational targets. 

A day in the life as Manager, Customer Onboarding/Implementation:  

• Lead the Customer Onboarding Team Leads while providing mentorship and support to individual contributors, ensuring appropriate development and growth for the entire Customer Onboarding team. 

• Work closely with Leadership to determine management objectives and oversee customer projects while also leading the team to meet or exceed all team performance metrics and deliverables.  

• Manage a portfolio of customer implementation projects when project queue requires it.  

• Stay accountable for Partner relationships and subsequent reporting as it pertains to the Customer Onboarding team.  

• Identify areas for process improvement and develop and execute solutions to improve in areas including operations, documentation, utilization, and customer satisfaction.  

• Work with Sales to proactively review deal pipeline and be responsible for resource usage and constraints to anticipate demand and assign resources accordingly.   

• Own team/department reporting and insights to support the smooth allocation of resources and delivery times.  

• Assist Onboarding Team Leads with hiring, training, and mentoring team members as required. 

• Partner with Sales to position implementation services accordingly to prospective partners and customers.  

• Provide senior leadership support for client escalations to drive issue resolution.  

• Collaborate with other departments to create best practices and help organizational scale. 

• Be a steward of company values by acting as a role model to the Customer Onboarding team and other stakeholders.  

If the below describe your knowledge, experience and character, this role could be for you:  

• I have extensive knowledge of customer-facing implementation projects in a SaaS environment. 

• I gained my knowledge through 3+ years of implementation project management experience and 3+ years in a leadership capacity. 

• Can effectively lead by example with patience, understanding, compassion, and positive thinking.  

• I have experience working closely with a SaaS Sales team. 

• I am proactive and ambitious. 

• I am passionate about helping customers achieve their goals through technology. 

• I am comfortable thinking outside of the box and am not afraid to experiment; I understand the value of learning from failures on a path to success. 

• I have experience with project management and CRM software tools. 

• I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role). 

• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate. 

• I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills. 

We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you!  

More to love about working at MealSuite:  

• We are passionate people that care about others. The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice manag