Manager, Global Enterprise Implementation

• Lead, coach, and develop a high-performing team of global Enterprise Implementation Managers, fostering collaboration and knowledge sharing across regions
• Own the day-to-day operations of the global IM team, ensuring effective resource allocation, workload balancing, and delivery of customer projects on time and within scope
• Coach and guide the Implementation Manager ICs on complex/unique customer needs while establishing a culture of creativity, tenacity, and a dedication to solving problems
• Set clear goals and performance expectations for the team, aligned with global CX and business objectives
• Run point on our customer escalation process, ensuring timely triage and resolution of escalations, in partnership with our Product Support leadership team
• Own global capacity planning and workforce strategy, including hiring and coverage across timezones
• Develop and execute a global strategy and operating rhythm for Enterprise Implementation, ensuring consistent, high-quality customer experiences across all regions
• Establish and maintain global standards, best practices, and playbooks for implementation processes, documentation, and customer handoffs
• Partner with regional CX Directors and cross-functional teams to align on priorities, share insights, and drive continuous improvement
• Identify, evaluate, and implement new technologies, content, and business processes to drive greater efficiency, scalability, and customer value in the implementation journey
• Lead the evolution of the Implementation framework, piloting and rolling out new approaches to accelerate customer time-to-value and increase activation “stickiness.”
• Gather and analyze customer and team feedback to inform ongoing improvements and innovation
• Champion a customer education strategy that empowers Enterprise customers to become self-sufficient, leveraging scalable resources, training, and enablement content
• Collaborate with Customer Education, Product, and Customer Success teams to ensure customers are set up for long-term success post-implementation
• Serve as the global voice of Implementation, advocating for customer and team needs with Product Support, Product, Engineering, Sales, and other internal stakeholders
• Represent the Implementation function in global forums, sharing insights, progress, and outcomes with senior leadership
• Own the strategy for providing Implementation support during high-value, high-complexity sales cycles and ensure IM resources are being utilized effectively and efficiently
• Track and report on key performance indicators (KPIs) for global implementation, including activation timelines, customer satisfaction, and operational efficiency
• Use data to identify trends, risks, and opportunities, and drive accountability for outcomes

• Proven experience leading global or multi-regional teams in a customer-facing, implementation, or professional services environment
• Demonstrated success in driving operational excellence, process standardization, and innovation at scale
• Strong project management skills, with a track record of delivering complex, multi-stakeholder projects on time and within budget
• Deep understanding of enterprise customer needs, change management, and the SaaS implementation lifecycle
• Experience with customer education, enablement, or training programs is highly desirable
• Excellent communication, stakeholder management, and influencing skills
• Ability to thrive in a fast-paced, ambiguous, and globally distributed environment
• Customer-Centric
• Innovative and Proactive
• Collaborative Leader
• Embody Culture Amp’s values: Have the courage to be vulnerable, Learn faster through feedback, Trust people to own decisions, Amplify others
• Operate as a culture-first people leader, fostering inclusion, growth, and high performance

Experience with customer education, enablement, or training programs is highly desirable

• Employee Share Options Program
• Programs, coaching, and budgets to help you thrive personally and professionally
• Access to external providers for mental wellbeing and coaching support
• Monthly Camper Life Allowance
• Team budgets dedicated to team building activities and connection
• Intentional quarterly wellbeing pauses
• Extended year-end breaks
• Excellent parental leave and in work support program available from day 1
• 5 Social Impact Days a year
• MacBooks for you to do your best & a work from home office budget
• Medical insurance coverage for you and your family (Available for US & UK only)