Manager, SMB Implementation

TL;DR

Manager, SMB Implementation (SaaS): Leading a team of implementation managers to support the international expansion into the Australian market with an accent on process optimization, escalation management, and cross-functional collaboration. Focus on coaching team members, ensuring compliance with onboarding workflows, and driving customer satisfaction in a fast-paced environment.

Location: Must be based in the United States (Remote). Occasional travel to Australia required (<5%).

Salary: $103,400 – $138,400 USD (for US-based candidates).

Company

hirify.global is a leading software platform for the home services industry, dedicated to helping hard-working professionals grow their businesses through innovative technology.

What you will do

• Manage and mentor a team of 6-9 Implementation Managers based in the US and Australia.
• Oversee the account pipeline to ensure optimal efficiency and tracking of onboarding processes.
• Act as the primary point of contact for complex customer escalations.
• Collaborate cross-functionally to design and refine process flows across multiple departments.
• Drive quarterly goals and ensure team compliance with established operational standards.
• Lead recruitment, training, and performance management for the implementation team.

Requirements

• Must be based in the United States.
• 5-7 years of professional experience, including 1-2 years in management, software implementation, and client relationship management.
• Proven ability to lead and motivate resources in a fast-paced, entrepreneurial environment.
• Exceptional project management and organizational skills with attention to detail.
• Strong emotional intelligence and active listening skills for effective coaching and escalation resolution.
• Availability to work core hours of M-F 10am - 7pm PST, with occasional flexibility for AUS time zones.

Culture & Benefits

• Comprehensive health and wellness benefits including company-paid medical, dental, and vision.
• Financial planning tools, 401k match, and support for life stages including parental leave and fertility services.
• Flexible time off and autonomous work environment.
• Continuous learning and development programs, including leadership training.
• Recognition programs such as peer-nominated awards and bonuses.