Senior Manager, Implementation

Why join us

Brex is the AI-powered spend platform.

Implementation at Brex

Implementation transforms new customers into power users.

What you’ll do

You’ll be a front-line manager to a team of Consultants who will be responsible for implementing customers on to the Brex Empower platform.

Where you’ll work

This role will be based in our San Francisco office.

Responsibilities

• Manage a team of Consultants and provide 1:1 mentoring and coaching i.e. convert consultants from ‘good’ to ‘great’
• Align with Brex’s broader strategy & ensure the team executes the strategy in partnership with other relevant cross-functional teams Leverage reporting dashboards (in Looker / Salesforce / and other tools) to monitor the success of our customers, the performance of the team and generate actionable insights on improving underperformance
• Contribute to the strategy of the team - you will be expected to write memos around new processes/ideas.
• Maintain a pulse on product release features and anticipates the need to adopt best practices and knowledge-share across the department to communicate the commercial impact
• Educated on the different ways the system can be utilized/configured to improve the customer business process and training our implementation consultants on best practice.
• Strategically engage with high-value customers to proactively mitigate risks e.g. sponsor syncs etc.
• Support the team in escalation management i.e. a proven framework for ‘weather the storms’
• Apply an AI native approach to all aspects of management
• Create a positive, encouraging culture that connects and engages the team and individuals
• Inspire and motivate your team to provide exceptional levels of quality to our customers
• Hold a high performance bar.
• Foster a bi-directional relationship with cross-functional leaders in order to align on strategies, incentives, feedback & improvement opportunities
• Use qualitative & quantitative data to perform post-implementation retro’s with cross-functional counterparts in order to apply learnings in the future
• Hire, develop and retain the people on the team.

Requirements

• 5+ years of previous management experience at a b2b SaaS company or financial services company in an implementation or customer success role
• 10+ years of previous Global Implementation experience in Financial, Expense Management, or ERP Software space
• Experience in project management and product configuration in software implementation services
• Proven record of converting direct reports from ‘good’ to ‘great’
• Experienced leader who can inspire teams to provide exceptional levels of quality
• Experience in capacity & resource management
• Experience in leveraging AI tools to power your management workflows
• Comfort leading customer engagements that may contain both technical and non-technical work streams
• A natural willingness to operate at all levels i.e. from strategic to tactical

Bonus points

• Experience building out an Implementation department at a fast-growing software company

Compensation

The expected salary range for this role is $212,000 - $260,000 USD.