Manager, Customer Onboarding

About the Role

As Manager, Implementation, you will be responsible for leading a team of Implementation Managers who act as trusted advisors to provide product training and best practices implementation support to our customers to help them learn how to best achieve their people management goals. This is an essential role to ensure our customers adopt and love the product, leading to best-in-class customer satisfaction (NPS) and increasing the likelihood of renewals.

 Responsibilities

• You will coach, mentor and manage our growing team of Implementation Managers distributed across SF, NY and London office locations.
• You will attract and retain top Implementation Manager talent, and work with your team to establish and progress individual growth and professional development objectives.
• You will continuously work with your team to drive and adapt the implementation process to optimize service quality, establish efficient solutions, and ultimately drive sustained product adoption.
• You will manage the team’s workload, facilitate change management, and troubleshoot problems to ensure high customer satisfaction and smooth internal operations. 
• You will partner closely with Customer Success and Customer Support to deliver a unified and high professional implementation experience to our customers.
•  You will communicate, manage organizational objectives and metrics, and inspire and motivate team members to achieve results.

Qualifications

• You have 3+ years of experience building and leading high performing customer facing teams in a high-growth SaaS company, bonus points if in the HR Tech space.
• You are passionate about coaching and mentoring your team to help them achieve their personal career goals.
• Experience with customer onboarding, implementation, customer product training or professional services.
• You are obsessed with ensuring customers receive the best implementation experience possible.
• You thrive in a fast-paced SaaS startup environment.

Why Lattice?

• We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment
• The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
• Partner with 2,750+ companies around the world to make sure their employees are engaged and performing at a high level
• A culture that encourages and promotes professional growth and development, with continuous learning reimbursements
• Competitive salary, equity, and benefits
• Flexible vacation/time-off policy

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choice than ever before, businesses that put employees first are winning – and Lattice is building the tools to empower those people centric companies. Lattice is a people management platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line. Since launching in 2016 we have grown to over 3,100 customers globally, including brands like Slack, Pinterest, Reddit, and Asana.

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Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

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