Finance Manager
Manulife
Job Level
Junior
About the role
- Manage and lead a team of implementation CSMs, including hiring, training, coaching, and ongoing mentorship
- Conduct weekly 1:1s, performance reviews, and foster a collaborative, high-performance team environment
- Oversee multiple implementation projects, act as technical focal point, and manage project plans, timelines, and scoped hours
- Review and approve implementation conclusion (handoff to live) to ensure customer expectations are met
- Identify and escalate project risks and issues to CS leadership and other teams (Sales, Product, RnD)
- Serve as escalation point for customers and team members; provide guidance and additional support on calls
- Conduct status meetings with customers, provide detailed project updates, and manage a small portfolio (~2-4 customers)
- Collaborate with sales, live team, and product teams to improve the customer journey and provide product feedback
- Participate in Product expert group and provide feedback to pre-sales on scoping implementation docs
- Continuously improve implementation processes, playbook, and subprocesses
Requirements
- 5+ years of industry experience and/or 1.5+ years of experience at Datarails, ideally in a customer-facing role
- Ability to operate independently and work with management to improve organizational operations
- History of building and maintaining strong collegial relationships, knowledge-sharing, and mentorship of team members
- Preference for candidates with experience as an onboarding buddy for new hires
- Experience hiring, training, coaching, conducting weekly 1:1s, and performance reviews
- Strong communication skills and ability to navigate difficult conversations
- Strong customer-facing skills; able to serve as escalation point for challenging implementations
- In-depth understanding of Datarails' products, sales, and processes (internal candidates with demonstrated track record preferred)
- Strong relationships with key internal stakeholders
