Incident IQ - Manager, Implementation

Company Overview

Atlanta-based, Incident IQ is a SaaS service management platform built exclusively for K-12 schools that is transforming K-12 workflows including IT asset management, help desk ticketing, facilities maintenance solutions, Human Resources service delivery, and more. Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies. Incident IQ is a dynamic, fast-growing company focusing on providing innovative cloud-based software. The Incident IQ platform has been rapidly adopted by K-12 school districts. Today, millions of students and teachers in districts across the U.S. rely on the IncidentIQ platform to manage and deliver mission-critical services.

Since the company's founding, Incident IQ has built a culture focused on customer success and product leadership; we are passionate about helping school districts achieve operational efficiency. Incident IQ's environment is inclusive and transparent, and our team members are respected and valued contributors who consistently exhibit openness, integrity, collaboration, enthusiasm, and effort.

Manager, Implementation Overview:

As a Manager, Implementation, you will assist the Director of Customer Onboarding by supporting the team of Implementation Specialists with a specific focus on Level I and II mentorship and day to day assistance. In addition, you will manage your own workload of Strategic Level implementations. You are responsible for assisting the Director in managing team work assignments, supporting IS team members with problem solving during 1:1 sessions, and ensuring successful implementation of Incident IQ with the customer base.

Manager, Implementation Responsibilities:

• Uses deep Incident IQ knowledge to keep team members informed and knowledgeable about features and best practices in order to speak with customers about the most relevant features/functionality for their specific needs.
• Monitors team assignments, ensures efficiencies and productivity, and assists with problem solving.
• Ensures the team is following all Incident IQ processes, meeting milestones, and delivering superior professional service with a specific focus on Gainsight data integrity and customer escalations. This includes inspecting customer communications, shadowing calls, reviewing the GS Implementation Dashboard, monitoring PTO, providing feedback to the Director on performance, etc.
• Monitors own and team's district implementation health. Identifies and evaluates customer risk for owned and team customers. Creates and drives a "get well" strategy.
• Ability to assist the Director in cross-functional efforts to drive customer success by working with internal teams (CS Ops, Product, Engineering, Marketing, Sales etc) to balance, meet, and exceed customer expectations and perceptions.
• Ensures success of customer implementation by regularly monitoring milestone completion, customer satisfaction, mitigating non-conversion during Pilot, and escalating as necessary.
• Provides ongoing oversight, mentorship, and direction of team members. Holds 1:1 meetings with non-Senior team members to deliver applicable feedback in order to drive behavior change, growth, and professional development.
• Acts as an additional escalation point for ADO, Tier 2 tasks, and customer complaints
• Conduct Annual Performance reviews for direct reports
• Completes other duties as directed by a member of Incident management/leadership.

Key Skills/Experience:

• Demonstrates the ability to participate in initiatives to improve workflows or processes
• Demonstrates ability to use project management techniques and skills as appropriate for difficult implementations with a high degree of expertise and independence
• Serves as leader within the CS team by sharing best practices and mentoring CS employees at all levels
• Demonstrates ability to handle customer escalations and create an action plan with a high degree of understanding of the customer's use case
• Understands and demonstrates Incident IQ standards

What makes Incident IQ different:

• We facilitate whole-person growth where employees can develop personally as well as professionally.
• We offer an energetic and collaborative environment; everyone's opinion matters!
• We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!
• We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta!
• Ability to work in a hybrid or fully remote setup.

Incident IQ offers a competitive salary based on experience with a benefits package for full time employees that includes medical, dental, vision, life insurance, 401k, and paid-time off (PTO).

Incident IQ is an Equal Opportunity Employer