Manage, mentor, and coach an initial team of two Product Solutions Associates, with a mandate to rapidly hire, onboard, and scale out the function through the end of the year.
Oversee the portfolio of customer implementations. Serve as the primary escalation point for complex technical and operational setups, ensuring your team is delivering high-quality configurations.
Transition scrappy, early-stage processes into robust, scalable systems. Operationalize how the team configures Smart Workflows, document templates, and task plans to pave the way for future handoffs to the broader Customer Success team.
Set the standard for your team’s technical outputs. Oversee the drafting, testing, and refinement of AI prompts, and ensure SQL-based custom reporting and complex data mapping are accurate and meet firm needs.
Oversee the design of User Acceptance Testing (UAT) scenarios. Coordinate with external executive stakeholders and partner with internal ops teams to align cross-functional processes (e.g., mailroom/fax attribution).
Triage critical, systemic failures during rollout. Aggregate missed use cases and feedback from your team to provide Product and Engineering leadership with prioritized, actionable data to improve the platform.

Requirements

6+ years of work experience in a fast-paced environment (SaaS, LegalTech, or complex Operations), with 2+ years of direct people management experience.
A proven track record of hiring, training, and managing high-performing implementation, operations, or technical success teams during a period of rapid growth.
Deep experience overseeing customization-heavy "system of record" implementations for large enterprise customers.
You must have the technical chops to coach your team on writing/testing AI prompts and executing SQL queries for custom reporting.
You can operate in the weeds when necessary to support your team, but know how to zoom out and build scalable processes. You make sound judgment calls on where quality is "good enough" for a v1 launch versus what needs immediate fixing.
Experience handling executive-level customer escalations and managing critical external stakeholders to ensure implementation success.

Benefits

Choice of medical, dental, and vision insurance plans for you and your family
Additional insurance coverage options for life, accident, or critical illness
Flexible paid time off, sick leave, short-term and long-term disability
10 US observed holidays, and Canadian statutory holidays by province
A home office stipend
401(k) for US-based employees and RRSP for Canada-based employees
Paid parental leave
A local in-person meet-up program
Hubs in San Francisco and Toronto

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLAI promptscustom reportingdata mappingUser Acceptance Testing (UAT)system customizationimplementation managementtechnical coachingprocess operationalizationtask planning

Soft Skills

mentoringcoachingteam managementproblem-solvingjudgmentcommunicationstakeholder managementcross-functional collaborationadaptabilityleadership