Implementation Senior Manager (Us-Remote)

Transcend believes everyone should be in control of their personal information. We’re pioneering Data Privacy Infrastructure—a powerful technology that lets individuals reclaim control of their data and ensures companies can easily comply with global data privacy laws.

Our platform enables companies like Robinhood, Brex, and Clubhouse to provide users with control over their information.

From uncovering new data systems and schema, to capturing and enforcing user opt-outs, to globally deleting and exporting a person's data across your stack, Transcend is built to scale every privacy workflow to complete automation. In fact, each month, Transcend executes millions of global user deletions and governs billions of tracking events across thousands of data systems.

We allow these users to request, identify, and delete their personal information from a growing suite of integrated companies: from Salesforce to Slack, Facebook, Zendesk, Intercom, Databases, and beyond.

Please note that we are a remote-first company, and ALL our positions are remote.

This position is for US only.

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Our customers rely on Transcend to build, execute, and manage compliant privacy programs across their tech stack. The Implementation Team at Transcend works directly with customers to design data solutions, assist in implementing them, and provide ongoing technical support. As the leader of this team, you will be a primary owner of driving time to value for our customers to set the foundation for long-term retention and expansion.

As Implementation Sr. Manager, you will serve as the people leader for a talented team of technical solution engineers and implementation managers owning end-to-end execution of customer projects. The Transcend Implementation Team supports our customers in a myriad of ways – engaging with customer engineering teams to talk system architecture or facilitate devops implementations, assisting non-technical customers with integrating large datasets, or discussing program objectives and strategy with customer leadership teams.

You’ll be joining a small but growing Customer Experience team with the opportunity to shape the future and growth of our Implementation function, including defining team structure, creating playbooks, and designing scalable business processes. You’ll work cross-functionally with our world-class Engineering, Product, Security, Legal, Sales, and Marketing teams to propel Transcend through the next stage of growth.

Transcend is a fast-paced and dynamic company. We are always evolving to meet our customers' needs. If you are a passionate servant leader who is adept at navigating complexity and energized by a high-growth environment, this role is for you!

What You'll Do

• Support the roll-out of new processes and programs as our implementation experience matures overtime (e.g., product feedback tracking, customer education program)
• Serve as an escalation point for customer issues and feedback, helping to coordinate resources as needed to drive timely resolution and response
• Drive department scaling initiatives by developing and documenting playbooks for key milestones and scenarios throughout the implementation lifecycle, helping to minimize scope creep and build more standardization and predictability into Transcend’s onboarding experience
• Partner with our Engineering, Product, and Operations teams to improve availability of key customer data points (e.g., product usage, implementation status, implementation effort) for reporting and analysis.
• Collaborate with leadership to adjust our implementation and support offerings as needed, ensuring alignment with broader pricing & packaging strategies
• Lead the hiring and onboarding of new Implementation team members as needed
• Oversee the execution of technical implementations of Transcend products, identifying ways to decrease time to value for customers
• Directly manage the Implementation team, providing ongoing enablement, coaching, and development, including sharing and shaping customer support and services best practices and strategies
• Build and maintain systems and processes to manage implementation team capacity and utilization, using data to inform project assignments, staffing rates, and hiring plans

Who You Are

• You believe passionately that data rights are human rights, and you envision a world where users everywhere are in control of their personal data
• You’re comfortable working in a rapidly changing environment and aren’t afraid to get in the weeds to figure things out.
• You are fluent in technical concepts and have experience working closely with software engineering team; you have an aptitude for explaining technical concepts to both technical and non-technical stakeholders
• You are effective at async and online methods of communication. Our team is widely distributed, so the ability to clearly and thoughtfully communicate despite the space and time barriers is very important
• You are familiar with the needs and expectations of enterprise customers during a software implementation
• You have a proven track record of success as a people leader with multiple direct reports (1+ years)
• You bring 4+ years of experience in professional services, software implementation, customer support, or a similar field
• You have a thorough understanding of SaaS B2B and B2C applications, tech stacks, and business models, with the ability to map features and functionality to business objectives and value
• You’re a data-driven problem solver, with experience managing and improving Implementation, Customer Support, or Professional Services KPIs

Bonus Points

• Experience with SQL, JavaScript scripting, and ETL tooling
• Experience implementing or administrating a services management solution
• Experience using tools like Intercom and Slack to facilitate customer support
• Experience working with AWS, Terraform, GCP, Azure or related DevOps or Infrastructure experience
• Experience utilizing performance and error reporting tools like Datadog to proactively monitor customer accounts and get ahead of resolving issues
• Experience in data privacy, GRC, or cybersecurity, and familiarity with privacy laws such as GDPR, CPRA, etc

Why joins us?

The people at Transcend are driven, kind and know how to balance work, life and memes. We learn from each other and have a strong support system.

You’re joining a fast growing start up, with opportunities to help define and grow the Customer Experience organization.

We have a strong mission to protect user privacy rights everywhere. The privacy compliance landscape is growing, and we are at the forefront of building solutions that protect user privacy rights with modern infrastructure and automation.

You will have autonomy and trust to drive initiatives from the start.

We believe that turning the principles of data privacy into exercisable human rights is one of the most high-impact ways we can spend our time, and so we're building an ambitious team that’s passionate about solving important problems and having fun while doing it.

As the best-in-class solution in a new market, Transcend is a fast-paced and exciting workplace. The product evolves quickly to meet new client needs and adapts to the rapidly advancing world of privacy law. As one of Transcend’s earliest hires, you’ll get to work on a wide array of exciting projects.

Transcend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law.

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to bringing data rights to everyone.

For this role, the estimated annual base salary range is between $180,000 USD/year - $220,000 USD/year. The actual annual salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process.

The listed range above is a guideline, and the annual base salary range for this role may be modified. Transcend offers attractive perks in addition to cash compensation.