Implementation Manager (SaaS)

Location: Remote within the United Kingdom; occasional travel may be required, with possible after-hours, weekend, or non-traditional shift work as business needs arise.

Company

hirify.global provides SaaS-based digital ordering, payment, and guest engagement solutions for restaurant brands.

What you will do

• Manage a portfolio of customer projects involving product and platform integration work, ensuring successful outcomes across changing objectives.
• Provide advanced technical troubleshooting and support during customer implementations, escalating issues to cross-functional teams when needed.
• Train customers on product integration best practices and troubleshooting, and provide guidance based on their unique technical environments.
• Partner with product, implementation, leadership, sales, and external product partners to support integrations, resolve bugs, communicate product updates, and improve implementation velocity.
• Identify and advocate for product enhancements, operational efficiencies, and improvements to the customer experience.
• Act as an escalation point and navigate implementation issues through to resolution, including work associated with Professional or Managed Services agreements.

Requirements

• 5+ years of experience managing customer relationships, in relevant project or account management, or in integration implementation work.
• Experience creating an excellent customer experience and advocating for customers.
• Awareness of project management practices and the ability to self-manage toward critical deadlines using internal stakeholders and external partners.
• Ability to solve problems using available resources and clearly explain problems and resolutions.
• Ability to understand technical details at varying levels of complexity and use them to accomplish project objectives.
• Ability to work on-call after hours and weekends or on a non-traditional shift when business needs arise.
• Ability to travel occasionally as needed.

Nice to have

• Experience with Asana, Jira, Salesforce, Google Suite, and Zendesk.

Culture & Benefits

• Fully remote work within the United Kingdom.
• Work with a SaaS platform used by more than 800 restaurant brands and over 400 integration partners.
• Collaborate across customer experience, product, implementation, sales, and external partner teams.