Senior Manager, Strategic Launch

About the role

This position will guide a team of implementation specialists focused on onboarding our most significant clients. You will be the primary point of contact for these key accounts, ensuring successful adoption of our platform and contributing to the evolution of our customer success strategies.

Key facts

What you'll do

• Oversee a group of 6-8 Strategic Launch Managers responsible for implementing Miter for our largest, highest-value customers.
• Establish and maintain high standards for customer implementations from initial engagement through successful go-live, coaching your team to meet these benchmarks.
• Manage and resolve critical issues for strategic accounts, acting as the senior escalation point for customers during challenging situations.
• Collaborate with Sales, Solutions Engineering, and Product teams to refine and scale Miter's implementation framework for enterprise clients, actively contributing to future strategies.
• Develop standardized processes for customer onboarding while preserving the tailored approach required for strategic clients, identifying areas for efficiency without compromising flexibility.
• Enhance early warning systems and key performance indicators to proactively identify risks and ensure consistent delivery against commitments.

Requirements

• Minimum of 5 years of experience managing implementation or delivery teams within a fast-paced B2B SaaS environment, with demonstrated experience in enterprise-level projects.
• Proven ability to create repeatable processes for customer engagements that involve unique and variable requirements.
• Experience acting as a strategic advisor to senior management, influencing the direction of delivery operations at scale.
• Strong capabilities in managing diverse stakeholders and communicating effectively in both written and verbal formats.
• High degree of resilience and patience when supporting customers and teams in demanding situations.
• Excellent analytical skills for tracking metrics and informing strategic decisions.
• Experience managing implementations that heavily depend on third-party API integrations.

Nice to have

• Experience in the construction or field services industries.

Skills & tools

• Project Management Software
• CRM Software
• Data Analysis Tools
• Communication Platforms

Practical notes

• Travel is required a few times annually for onboarding, company-wide, and team-specific off-sites.
• Miter offers comprehensive medical, dental, vision, and FSA plans, a 401(k) with company match, and flexible paid time off.
• A generous 16-week paid parental leave is provided.
• Employees receive an annual allowance for professional development.
• Equal employment opportunity is provided to all applicants.