We’re looking for a dynamic Senior Manager to lead our Implementation team at Coconut Software!  Your high performing team is responsible for launching and onboarding new customers and any existing customers who have ongoing service needs.

In this role you’ll be a core member of the Customer Experience leadership team. You’ll ensure the team delivers on service packages while maintaining a high level of customer satisfaction, fast time to value, and project profit margins. You’ll collaborate closely with other members of the customer experience team, the professional services team, and sales leadership. You’ll support and participate in the sales cycle, put together statements of work, and develop and refine processes.

The ideal candidate for this role is a people-first leader who is passionate about building an organization focused on continuously improving employee & customer experience and who fosters a culture of innovation, creativity and a growth mindset towards challenges and opportunities within your team and beyond. 

What you’ll be doing:  

People Leadership 

  • Recruit, coach, mentor, guide, and motivate a diverse team
  • Support team career journeys by providing regular 1:1s, growth and development conversations, and develop and align on performance and career objectives 
  • Work with the CX leadership team on capacity planning and resource management and ensuring your team has the tools, processes, and skillsets to deliver on an amazing customer experience 
  • When needed, acts as a point of escalation for implementation and onboarding projects

Process Development and Refinement

  • Develop and/or enhance processes to ensure we scale the Implementation department
  • Deliver on-target utilization goals, meet and exceed project profit margins, and increase time to value
  • Maintain our 4.8 out of 5 satisfaction score

Hit Service Revenue Targets

  • Monitor progress towards the services revenue target while identifying new opportunities to generate new service revenues (shared goal with our professional services team) 

Project Management

  • Optimize implementation processes and packages for our midmarket tier and scaling repeatable enterprise projects

Stay curious and foster a learner’s mindset

  • Use metrics to identify team’s strengths and areas of developmental opportunities
  • Be data informed to recognize churn risk and service revenue opportunities 
  • Stays in tune with the trends of the Customer Success, Onboarding, and Financial Institution industries and actively bring thought leadership to the team and Coconut community

What you bring to the team: 

  • The numbers: 5+ years demonstrated success in a similar role with 2+ years leading high-performing teams (B2B software as a service business experience preferred) 
  • Project Management: leading enterprise projects as an individual contributor
  • Collaboration experience across technical teams in Software  Development, Product, and Professional Services 
  • Data driven: use data to inform decisions or process improvements, build strategy and to support capacity planning & forecasting for team utilization and staffing models
  • Growth mindset: focus on win-win solutions for internal and external stakeholders
  • Stellar communication skills: You feel at ease communicating to an executive as you do with a customer’s end user 
  • Consultative mindset: You seek to understand before being understood and can simplify complex problems with actionable solutions 
  • Uplevel your team: You see yourself as a coach, guide and mentor and set clear goals for your team to help them achieve their best work. 

Even better if you have, but not necessary:

  • Bachelor degree
  • PMP certification
  • Product development background or previous experience
  • Knowledge of banking operations  
  • Tech stack: Asana, Salesforce.com, Catalyst, GSuite, and Excel

Our Investment in You: 

  • “Cabana Days” - our version of a 4 Day Work Week!
    We work regular business hours Monday to Thursday. Then, we’re encouraged to take Fridays off to rest, recharge, and do the things that make us happy!
  • Ability to do your job in a supported, but still flexible environment;
  • Supported professional development, learning & career opportunities - be supported in your growth journey! 
  • Regular 1:1 coaching with your leader and regular connection to a passionate executive team
  • Work in a team big enough for growth but lean enough to make a real impact

A full range of benefits to keep you happy & healthy; 

  • Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate! 
  • Health & Dental Benefits, Virtual Care & Disability top up
  • Mental health online platform and counselling services
  • Annual Wellness Benefit ($1000 per year) 
  • Opportunity to work remote - anywhere in Canada!
  • Employee Options - everyone shares in our success! 
  • Internet Subsidy 
  • Tiki Bucks Incentive Program - means everyone is entitled to earn bonuses
  • A People First Company - 4.8 rating on Glassdoor
  • Recently named one of the Top 10 Best Workplaces in Canada

Who we are, and what we do: 

We believe in a world where advisors can create long lasting relationships with their customers and operate more efficiently.

Collaboration. Honesty. Empathy. Elevate. Respect. Sharing.

Coconut Software makes it effortless for customers to connect with their bank or credit union. Our appointment scheduling, queue management, and video banking solutions are used by leading financial institutions across North America, including RBC, Arvest Bank, Vancity, and Rogue Credit Union. Organizations that use Coconut benefit from a seamless customer experience that improves NPS, reduces wait times, and increases conversion rates.
To date we have raised close to 40M and have been doubling revenue year after year. The team at Coconut has ambitious growth plans to continue to scale the business to new heights by owning the North American market and delivering innovative solutions to our customers. 

Coconut has a company culture that is best in class. We foster a community that is unconditionally inclusive, and in return ask that our people contribute their differing perspectives, ideas and experiences for one common purpose: to advance the way people live and work in an environment of diversity, equity and inclusion and workplace belonging. 

Some recent awards we're proud of include:

Coconut Software is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.

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