Senior Implementation Manager Jobs

About Us

At MaestroQA, we believe the quality of your customer experience (CX) defines the quality of your brand …and so do our clients. From Etsy to Shopify, DoorDash, Zoom, Zendesk, and more– we're on a mission to create amazing customer experiences globally. 🌎

MaestroQA is a modern CX Management software that powers customer loyalty. We give organizations unfiltered visibility into their customer experiences to drive quality improvements and uncover coaching opportunities.

We're ~70 employees, with strong customer loyalty, growing revenue, exciting product innovation, and only just scratching the surface of our potential. We raised a Series A to help us accelerate our growth. Join us in building the future of CX, we're just getting started. 🚀

The Maestro Mindset

We strive to bring together a highly diverse group of individuals who all have a shared mindset for success. We've found that Maestro isn't a place for the faint of heart. It's a place for:

The passionate 🔥 - people who see their work as more than just a job, and are always looking to refine their crafts.

The builders 🔨- people who are resourceful, enjoy creating something from nothing, and are energized by building the roller coaster while riding it.

The self-starters 🙋- people who are intrinsically motivated, proactive + autonomous, and operate with an entrepreneurial mindset.

The agile ⚡ - people who embrace change + ambiguity as constants and who experiment + adapt with speed and efficiency.

The fighters 🥊 - people who are scrappy, relentless in the face of a challenge, and always operate with the underdog mentality.

The partners 🤝 - people who leave their egos at the door, are allergic to the "it's not my job" mentality, and put our customers and team ahead of themselves.

The intellects 🧠 - people with insatiable curiosity, who approach their work thoughtfully, do their homework before asserting opinions, and use data to make decisions.

The truth-seekers 🔬 - people who don't take things at face value, and are willing to debate complex and nuanced truths but ultimately put pride aside and commit to the best decision for Maestro and our customers.

The innovators 💡- people who think outside the box, challenge the status quo and strive to solve problems creatively.

The accountable🪞 - people who are self-aware and reflective, and first look inward before making excuses or pointing fingers.

The critical 🔍- people who don't shy away from giving or accepting feedback, even when it's unfavorable, and look at everything with a discerning eye because they know the battle is won in the details.

The positive 🌈 - people who live life with a glass-half-full mentality, and believe that imperfection and challenges exist to make them stronger.

Sound like you? This could be the home you've been looking for… (we've been looking for you too!)

You + This Opportunity

As a Senior Implementation Manager, and our third hire within Implementations, you'll be responsible for owning the implementation process of our largest and most strategic clients - some with over 1000 users.

This includes:

• Collaborating with CSMs throughout the implementation process
• Running discovery sessions to understand our clients existing workflows, systems, and metrics
• Designing in-app solutions to complex workflows
• Being the main Point of Contact with our client through "go-live"
• Creating and managing client facing project plans
• Working with our Product and Engineering teams to identify critical product gaps and ideate through product solutions

Other responsibilities include:

• Becoming one of our strongest client-facing product experts
• Owning multiple implementations at a given time
• Understanding, and then improving and standardizing, our implementation process
• Collaborating with Sales Engineers to ensure a consistent client experience
• Rolling out updated implementation standards throughout the CS Team

What you should have:

• Superb written and verbal communication skills
• 4+ years of B2B Implementation experience - ideally with "workflow" based software and 1000+ users within the client organization
• Highly organized and excellent multi-tasker
• Passionate about helping people, active listener, and burning curiosity
• Experience working closely and building trust with both Product and Engineering teammates
• Strong Excel skills and the ability to manipulate, work with, and analyze data
• Excited by a high growth and fast paced environment, with the ability to take initiative and adapt
• Experience Project Managing large scale rollouts of software, and facilitating enterprise organizational change
• Foundational technical skills including strong knowledge of SQL or similar querying languages
• Strong critical thinking, problem solving, and solution design skills
• Experience designing non-standard, creative, and non-"out-of-the-box" workflow solutions
• High self drive, strong work ethic, and ability to execute under pressure while working on high profile clients and projects

Our Employee Value Proposition

Our value proposition for you as an employee is more than just the standard benefit package. The biggest perk, by far, is stepping into a ground-floor opportunity with tons of upside.

• Equity: All employees are granted stock options upon hire and as performance incentives (We recently raised a Series A!)
• Career Growth: Hands-on coaching, exposure to stretch projects, internal mobility, investment in learning + development
• SWAG! We love swag; you'll get a stipend to start your collection + access to an on-demand swag store
• Compensation: Competitive base salaries + incentive compensation
• Team: Supportive, committed, high-performing colleagues
• Flexible Working Arrangements: In-office (NY or LA), hybrid, or 100% Remote
• Benefits: Highly subsidized Medical, Vision, & Dental Coverage (up to 100% depending on plan)
• Remote Stipend: One-time stipend to equip home office
• Offsites: Quarterly offsites (team + full company) in unique locations to foster team-building
• Time Off: Unlimited PTO & Paid Holidays

Equal Employment Opportunity Policy

MaestroQA does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.