People Management: You've managed technical, customer-facing teams, you know how to hire and develop talent, and you keep growing as a people manager
Technical Expertise: You have technical depth in integrations, REST APIs, SFTP, data structures, and SaaS configuration, enough to troubleshoot alongside your team
Company Stage Appropriateness: You like to build, not just maintain, and you bring a metrics orientation (capacity planning, utilization, KPIs) to processes that scale
Behavioral Traits: You use pattern recognition to spot ways to support clients better
Communication: You communicate clearly with technical and non-technical audiences
Bonus: startup experience; HRIS or compensation planning platforms; HubSpot, Planhat, Zendesk, Postman, or SQL; PSA or project management tools; AI tools used to improve services workflows
WHAT YOU'LL DO
Lead the team: recruit, coach, and retain Implementation Specialists and Senior Professional Services Consultants; set goals, manage performance, and build a bench of future leaders
Own escalations: resolve technical blockers such as integration failures and data sync errors, coach the team to troubleshoot independently, and drive root-cause fixes with Support, Product, and R&D
Run delivery: own technical onboarding, integrations, data cleanup, and project management; forecast capacity against the sales pipeline and existing customer demand; build the playbooks, processes, and AI-enabled automation that make delivery fast and accurate; own and report on operational metrics
Partner across the business: work with Sales on scoping, Customer Success on expansion, and executive stakeholders at key customers; be the voice of the customer to Product and R&D
HOW YOU'LL BE MEASURED
Time to value: implementation duration, time to launch, and on-time completion
Project CSAT survey scores
Data accuracy at project completion and stability of integrations after delivery
Escalation resolution speed, team utilization, engagement, and retention
THE DETAILS
Tools: HubSpot, Planhat, and Zendesk, plus the ChartHop platform
Interviews: Talent Partner Screen, Hiring Manager, Team Interviews (Culture, Technical, Collaboration) and Leadership
Application deadline: Monday October 26th
Although we list what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great addition, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply only if they check 100% of every box, while others apply when they meet roughly 60%. The point: it does not hurt to take a chance and apply. We are an inclusive employer and value diversity at our company.
