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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing implementation teams, driving strategic customer implementations, and ensuring high standards in project management. Proficient in using KPIs and operational metrics to track performance and identify areas for improvement.
Highest-signal resume keywords
Team LeadershipImplementation ManagementProject ManagementKPI TrackingEscalation Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Implementation ManagementProject ManagementKPI TrackingOperational MetricsTechnical Implementations
Soft Skills
People ManagementCoaching SkillsProblem-Solving SkillsOrganizational SkillsCollaborative Communication
Tools & Technologies
Microsoft 365SaaS Environment
Industry Keywords
Implementation ProcessHigh-Performance TeamCustomer ImplementationsVirtual ClassroomsWebinars
About the role
Key responsibilities & impact- Oversee the implementation process for an assigned portfolio
- Manage and guide a defined group of Implementation Managers
- Mentor direct reports and support their professional development
- Track KPIs and identify opportunities for improvement aligned with business objectives
- Conduct regular one-to-one meetings with direct reports
- Monitor workloads and flag under- or over-capacity
- Progress at-risk implementations and address potential issues proactively
- Ensure at-risk implementations are up to date before syncs with PSMs
- Review implementation dashboards and highlight delays or issues
- Coordinate coverage for virtual classrooms, in-person sessions, and webinars
- Identify and implement operational process improvements
- Maintain consistently high implementation standards
- Drive strategic customer implementations
- Serve as the primary escalation contact for direct reports
- Lead North America stand-up meetings
- Encourage team knowledge sharing and identify training gaps
- Ensure North America tickets are handled promptly and kick-off calls are arranged as scheduled
Requirements
What you’ll need- Previous experience in a Team Lead, Implementation Lead, or similar leadership role, ideally within a SaaS or technology environment
- Strong people management and coaching skills
- Experience supporting individual development, conducting one-to-one meetings, and creating a high-performance team environment
- Strong implementation and project management experience
- Ability to oversee multiple customer implementations and identify at-risk or delayed projects
- Experience using KPIs, dashboards, and operational metrics
- Excellent escalation management and problem-solving skills
- Good understanding of technical implementations, ideally within Microsoft 365, Microsoft technologies, or a technical SaaS environment; this is ideal but not required
- Strong organization and attention to detail
- Confident and collaborative communication and leadership skills
- Comfortable running team stand-ups, providing clear direction, and working cross-functionally
Benefits
Comp & perks- Steep and continuous learning curve with strong enablement
- High-trust and autonomous environment with opportunity to make a real impact
- Transparent and honest communication culture
- Collaborative global team environment
- Regular team social events every month
- Employee recognition programs that reward top contributors
- Inclusive and equal-opportunity workplace