ABOUT TRIBUTE TECHNOLOGY:
At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, and Ukraine.
ABOUT YOU:
As a Professional Services Delivery Manager, you will be responsible for leading a team in our Website Production organization, overseeing all the designers who create websites on behalf of our clients. You will collaborate closely with multiple organizations within the company, and work hand in hand with our project management organization on customer projects, ensuring projects are delivered on time, within scope, and to the highest quality standards. This role demands a blend of website design, project management, technical acumen, and leadership and plays a critical part in establishing Tribute as a trusted technology partner, helping our customers adopt and maximize the value of our full suite of solutions.
The ideal candidate brings experience managing a team of high performers, who can oversee and deliver on multiple customer-facing projects simultaneously, possesses a rigorous operational mindset, and loves to see around corners in designing an excellent customer experience.
WHAT YOU'LL DO:
- Manage a team of implementation and design specialists who oversee end-to-end enterprise implementation projects, from initial scoping to go-live.
- Drive improvements in the implementation experience through scalable programs and processes, supporting a growing customer base and shortening time to value, specifically when it comes to design and delivery of websites.
- Collaborate closely with the Project Management, Sales, Account Management and Support organizations, to manage pipeline of implementations, resource assignment, thorough context transfer, clean handoffs, well-managed customer expectations and on-time project execution.
- Collaborate with internal teams to understand customers’ unique requirements and translate them into actionable project plans, assigning resources according to capacity plan.
- Develop and refine implementation frameworks, templates, and playbooks to improve efficiency and consistency.
- Troubleshoot and resolve technical or operational challenges in collaboration with internal teams.
- Create and maintain metrics to measure the success of implementations and identify areas for improvement, including on-time project management, shortened TTV and accurate capacity planning.
- Proven experience building and managing a Professional Services team.
- Skilled in fostering talent through hands-on leadership, coaching and mentorship.
- 5+ years of experience in implementations within a B2B SaaS environment.
- Experience designing and scaling implementation processes and programs.
- Experience with Salesforce and a strong understanding of project management methodologies and tools (Agile, Waterfall, or hybrid; Asana, Monday.com or similar).
- Player-coach experience, delivering customer-facing outcomes while building a better process for greater efficiency, impact and scale.
- Excellent problem-solving and troubleshooting skills with a customer-first mindset.
- Exceptional communication and interpersonal skills, with a talent for building trust with stakeholders at all levels.
- Must works US time zones.
BENEFITS:
- Competitive salary
- Comprehensive benefits package (HMO with 3 dependents, 13th month pay, Rice Allowance, Corporate equipment, Paid Time Off and Holidays)
- Outstanding collaborative work environment
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
