Manager, Solutions & Support Strategy

Summary

You’ll be in on the ground floor of a company that’s building software that uniquely solves a universal and acute problem within all service organizations. We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative services teams like Salesforce, DoorDash, Stripe, Robinhood, Etsy, and CashApp.

The Manager, Solutions & Support Strategy will be a highly dynamic hybrid role. This person will [1] manage a team of tenured and highly talented Implementation Managers in the Solutions team. They will also [2] be responsible for developing and operationalizing a strategy to evolve Support at Assembled.

[1] The Solutions team is responsible for the technical implementation process and driving customer relationships during onboarding for our SMB, mid-market, and enterprise customers.

In this capacity, you’ll help refine our implementation processes as we scale — from customer project management to technical setup, you’ll lead a team that drives revenue conversion, retention, and satisfaction among our customers. You'll use your learnings from engaging with Implementation Managers and customers to formalize implementation best practices, help improve our product, and iterate on our operational processes as we scale.

[2] The Support team is responsible for delivering world class experiences to our customers. As a Support Ops platform ourselves, it is essential that we resolve customer support questions and bugs quickly, thoroughly and empathetically.

In this capacity, you’ll be responsible for developing and operationalizing a strategy to make our Support team processes more efficient and scalable while maintaining / enhancing our ability to delight our customers.

This is a high priority role within Assembled with exposure to cross-functional leadership (including CEO, co-founders) and a large level of responsibility that will help accelerate your career.

Responsibilities

• [1] Manage a team of Implementation Managers to drive key performance metrics for the business - namely; Time To Launch (TTL), retention in onboarding, and customer satisfaction.
• [1] Career development and performance management with your team; weekly 1:1s and bi-annual performance reviews
• [1] Close oversight, participation, and guidance on large solutions-led implementations (ex: Salesforce, DoorDash, FoodPanda)
• [1] Monitor and manage team capacity, staffing assignments, and new headcount requirements
• [1] Report & analyze implementation performance at a regular cadence
• [2] Develop & operationalize a broad strategy to evolve our Support team which may include but is not limited to:
  • Review and potentially reprioritize KPIs for the team (currently SLA, CSAT)
  • Evaluate and implement new processes and tools, such as:
    • Find and onboard BPO agent support
    • CRM migration / implementation / ongoing system improvements
    • Implement Assembled / “Assist” for Assembled
    • Review QA tooling and identify improvements
• [2] Data analysis on team capacity, performance, customer satisfaction and ticket trends

About You

• Leadership: You lead by example and with empathy. You build relationships with your team and cross-functional stakeholders. You develop talent and grow your team.
• You are curious and you lean technical: While not a developer yourself, you enjoy digging into available data (including internal databases) on how a product works and have dabbled in parsing code or writing SQL to get things done. You are comfortable picking up new technical skills when they will help unblock you.
• You seek to solve problems systematically: You are operationally minded. You take time to understand a challenge thoroughly, create options that align to broader business goals, and look to optimize solutions at scale through tools and thoughtful processes.
• You don’t give up and have a track record for getting things done: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments
• You have a growth mindset: You're not afraid to try things you've not done before and failing. You thrive on feedback
• You have a nose for value: You can parse through the noise to determine what matters most, leveraging data to break down complex, amorphous problems. You can frame options and decisions in ways that help internal and external stakeholders get to outcomes.
• You are a great team member: You are collaborative, humble and helpful. You are available to help your teammates when needed and are able to balance your priorities with the overall team's.
• Preferred: 3+ years of experience in managing customer-facing teams or in support operations / support operations leadership.