Senior Manager / Director of Implementations

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified™ as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation?

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

• We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022. 

• Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.

• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback

SaaS studies show that 30% of customer churn can be attributed to poor customer implementation. That is why the Senior Manager / Director of Implementation role is so crucial to Reputation and our enterprise customers’ experience. As a member of the Professional Services organization, your team will be responsible for the first step in the customer journey. You will work closely with solutions architecture and customer success departments and your team will interface with new customers and own the implementation process; efficiently and effectively transitioning our customers to the next phase of their journey.

We are looking for an exceptional leader to oversee a team of implementation managers and be a point of escalation and support for their projects in a distributed manner. In this role, you will manage and assign incoming projects to resources based on capacity and experience and customer experience. You’ll work cross functionally with sales, product, customer success, and global service delivery to partner and collaborate on the customer journey while taking the lead during this phase. You’ll report weekly to senior leadership on at-risk projects with next steps to reduce risk. You’ll accurately forecast incoming and outgoing project work for capacity planning.

Responsibilities

Enterprise Implementations & Onboarding

• Own the end-to-end delivery of enterprise-level implementation projects, ensuring on-time, within scope, and high-quality deployments.
   

• Develop and maintain detailed project plans, timelines, and risk mitigation strategies.
   

• Coordinate cross-functional teams, including technical, product, and customer success, to ensure smooth onboarding.
   

• Conduct regular status updates with clients and internal stakeholders to manage expectations and ensure alignment.
   

Escalation & Executive Proxy (outside UK/EMEA Hours)

• Act as the primary point of contact for critical issues and escalations outside of UK business hours.
   

• Serve as an executive proxy for the VP of Professional Services, providing decision-making authority i