Job description
Axonify is the frontline enablement solution that’s science-backed and proven to maximize the potential of workforces. Our vision is to reinvent the frontline experience, and we thrive giving them what they need to learn, connect, and get things done.
Our SaaS platform is enjoyable, engaging, and easy to use, with an unprecedented 83% engagement rate. If you’re looking for a meaningful product and a great company culture, let’s talk!
The Manager, Implementation is responsible for overseeing and leading the Implementation team in the successful execution of strategic implementations and point of contact conversions for enterprise customers.
Implementations led by the Implementation team are, at minimum, a 16-week engagement between the implementation manager and customer. With average annual recurring revenue (ARR) per implementation ranging from $75,000.00 to $200,000.00 the Manager of Implementation holds significant responsibility for the financial success of each project. On average, within one year, the Manager, Implementation can expect in excess of 60 implementations, equalling over 1M in services revenue, with the numbers growing daily.
The Manager of Implementation’s key responsibilities include leadership, strategic planning, being an escalation point to mitigate risk internally and directly with the customer, resource allocation, ensuring adherence to project timelines and milestones, and fostering strong cross-functional collaboration. This role requires strategic agility, a results-driven approach, the desire to coach and develop others, and the ability to establish strong, authentic connections with others.
The impact you’ll have:
- Through leadership, cultivate a high-performance culture prioritizing empowerment, accountability and ownership within the Implementation team
- Provide guidance and support to team members, ensuring clarity of roles, responsibilities, and expectations
- Provide coaching on performance and development of the team to grow their skills and deliver exceptional implementation experiences for our customers
- Meet regularly with Implementation Managers to develop their skills and knowledge through 1:1 discussions, team meetings, and the performance and development review process
- Provide opportunities for growth and career pathing for Implementation Managers, upskilling team members to create a future talent pipeline for Senior-level Implementations
- Provide leadership and mentorship to team members, fostering a positive and collaborative work environment
- Foster and demonstrate a workplace inclusive of creating opportunities, serving others, building trust, encouraging innovation, and exceeding expectations
- Recognize and celebrate team and individual accomplishments
Implementation Leadership
- Monitor progress and ensure successful launch of in-flight implementations for a team of 8 responsible for executing implementations within their portfolios
- Ensure potential implementation risks are identified and mitigation plans are in place
- In partnership with the Sr Director, Implementation, continually adjust and communicate strategic vision for the implementation team, ensuring alignment with the overall Axonify business objectives
- Proactively identify and action opportunities and threats to the Implementation team
- Oversee and contribute to the development and implementation of repeatable project documentation, including project plans, reports, and presentations
- Evaluate implementation process performance and outcomes, identifying areas for improvement and facilitating necessary changes
- Execute implementation strategies within the Implementation team
- Stay updated on industry trends, best practices, and emerging technologies related to implementation management
- Ensure Customer implementation satisfaction scores are meeting set targets
- Collaborate cross-functionally with sales to support implementation conversations with prospects
Process Leadership
- Lead the shaping of Implementation processes and practices
- Provide guidance and mentorship to team, ensuring adherence to established processes while encouraging continuous process improvement
- Maintain an awareness of trends and technologies available that may contribute to improving our operations.
Customer Implementations (as required)
- As needed, manage a portfolio of implementations of the Axonify platform
- Act as a trusted advisor for the customer, gaining understanding of their business requirements and the problem they are trying to solve using the Axonify Platform
- Lead customers through the setup of Axonify Platform and ensure successful end to end implementation, including: Technical setup, including authentication, user data and integrations. Communication, launch planning and execution. User engagement strategies, including reward programs and gamification. Program configuration and consulting.
Business Leadership
- Communicate effectively with cross-functional teams, including Sales, Customer Success, Customer Care, Product, and Development and other stakeholders
- Lead the Implementation team through periods of change, ensuring clear communication and minimizing disruption to operations
- Make informed and timely decisions that align with the strategic goals of Axonify and the Implementation team
- Translate data into insights that address key customer business issues and are presented to the business in a straightforward way
- Ensures the fiscally responsible management of team budgets, including compensation review allocations, demonstrating strong financial acumen to optimize resource allocation and drive impactful results
What you’ll bring:
- 10+ years of implementation, project management and/or business analysis experience
- Ability to understand and translate business needs into technology-based solutions
- Experience providing recommendations and guidance around implementation and Instructional Design principles and practices within an eLearning environment
- A desire to work and lead others in a fast-paced, evolving, dynamic environment
- Proven results in a consulting environment as a functional lead
- Ability to deal with and resolve client business issues
- Superior communication skills and attention to detail
- A highly enthusiastic team player, with a positive attitude
- Personal drive for the highest quality
- Demonstrated high-level of professionalism and leadership by example
- Demonstrated focus on effective collaboration
- Experience conducting independent research to bridge knowledge gaps
- Experience engaging and communicating with stakeholders and subject matter experts
It’s ok if your experience doesn’t check every box! If you check off more than a few - great! We’d welcome a chance to get to know what you can bring, how you can add to our culture, and hear your unique story.
Work location:
At Axonify, we embrace a hybrid-flexible work environment that allows you to choose the best location to support your day the majority of the week. Whether that location is your home office or one of our Axonify offices, located in Waterloo and Toronto, Ontario, you choose.
Wednesdays hold a special place in our calendar as Axonifers, in a commutable distance, gather together in one of our offices for “Work from Work Wednesdays.” These face-to-face interactions energize our week with meaningful connection and foster collaboration and innovation. Let’s chat more about our flexible working arrangement!
You will be provided with the tools, resources and support to ensure your success.
The things you’ll enjoy:
An impactful product that gives back to the communities and frontline workers that support our everyday lives.
People with great attitudes that lead to great results through our values: Empathetic, Bold, Innovative and Empowering.
A diverse team that celebrates unique perspectives and experiences that add richness to our culture.
Leaders that trust deeply who leverage our skills, adapt to us as individuals and encourage us to be our best selves.
Our Perks
Ready to join the team? Here’s what’s next.
Apply. Our Talent Acquisition team is committed to providing an outstanding experience throughout your journey with us. Learn more about Axonify by visiting us at www.axonify.com/careers
We believe our team’s unique life experiences, backgrounds, cultures, beliefs and abilities add richness to our culture and depth to our ideas. Our ongoing commitment to diversity and inclusion creates an environment that supports, empowers and delivers a sense of belonging for all members of the team.
We want to remove barriers that may limit you from joining Axonify. Email us at [email protected] to let us know how we can provide you with reasonable accommodations through our candidate journey.
