Manager, Implementation

At LearnUpon, we’re seeking a Manager, Implementation to join our team in Philadelphia or Salt Lake. 

LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.

With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do.

Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We strive to live by our values, act like owners, lead with curiosity and deliver quality for our customers. We’re proud of our success and we’re humble and hungry to achieve more.

We’re growing our Implementation team to keep pace as more customers sign on. We need to hire an extraordinary leader with a track record of delivering outstanding customer onboarding / implementation outcomes, attracting talent, and developing and motivating a team of fantastic Implementation Consultants (ICs).

By championing simple, learner-centric experiences and results-focused support, we make it easy for businesses to deliver learning that impacts what matters: performance, retention, and growth. LearnUpon Implementation works directly with new customers to understand the results they’re seeking and help them configure the platform as part of a solution that will help deliver them.

What will I be doing?

Manage and mentor a growing team of Implementation Consultants (ICs)

• Manage - Lead your ICs’ day-to-day work, helping them:
  • We put customers at the heart of everything we do
  • We strive for the best solution, not the easy one
  • We go the extra mile to deliver work we’re proud of
  • We work together as a friendly, supportive team who like to have fun
• Progress their implementation projects toward successful and timely launches
• Respond to customer inquiries and requests quickly, accurately, and completely
• Focus every interaction with customers on the results they need from LearnUpon and how we can help deliver them
• Provide a LearnUpon customer experience consistent with our values:
• Develop - Train your ICs on:
• Best practices and processes of results-oriented customer implementation; especially discovering and documenting customer objectives, drivers, and solutions
• Product knowledge
• Written and verbal communication
• Tools and systems
• Cross-functional collaboration
• Mentor - Help your ICs grow their careers by:
• Exploring their professional goals and ambitions
• Defining a personal career path
• Pursuing skills and knowledge aligned with their career path
• Understanding their performance and opportunities for improvement
• Customer Training and content creation:
• Lead, mentor and project plan around creating customer training content for the LearnUpon University 
• Keeping team accountable for new content creation, maintaining high quality and deliverables 
• Creating some content for the LearnUpon University yourself 

Partner with other Implementation managers and your Director to run an outstanding operation

• Track your team’s performance against key metrics that highlight opportunities to improve; act on metrics-driven insights
• Coordinate and routinely execute smooth transitions of customers from Sales into Implementation, timely customer launches, and seamless handoffs from Implementation to Success
• Serve as an escalation point between customers and internal teams (Support, Success, Sales, Product) to explain, properly prioritize, and resolve important issues

Serve as an exemplary leader and implementation practitioner

• Develop and maintain in-depth knowledge of LearnUpon’s product, market position, and value proposition
• Drive your team toward outstanding implementation outcomes as measured by time to launch, time to value, one- and two-year retention half-life, and other relevant metrics
• Lead with energy, clarity, and empathy
• Build and follow a personal career path that includes continuous learning

What skills do I need?                                                                               

• Ability to motivate & lead your team with relentless positivity in a fast-paced, changing environment
• At least one year experience leading a software implementation team supporting a SaaS product (or comparable), or at least three years as a high-performing Implementation Consultant (IC)
• Confidence and skill in liaising with pro