Customer Implementation & Support Manager
SmartPass
This job is no longer accepting applications
See open jobs at SmartPass.See open jobs similar to "Customer Implementation & Support Manager" Reach Capital.Who we are
SmartPass is a fast-growing K-12 startup developing a platform to make schools more efficient. Initially, we launched with a digital hall pass system — not just bathroom and water fountain visits but managing all kinds of student movements such as counselor appointments, nurse visits, and office hours. Our solution has successfully aided over 3,000 K–12 schools in maximizing classroom time, minimizing aimless hallway wandering, and enhancing student accountability.
In the past year, we've grown our product suite to include three more offerings: Flex for adaptable scheduling, ID cards for secure student identification, and Attendance for roll-call. Each product is at a pivotal stage, and we're on a mission to make SmartPass the most delightful, easy-to-use operations tool schools have ever seen. K-12 software is typically bad, and we’re in the process of changing that.
Role Overview
The Customer Implementation Manager is a hands-on player/coach dedicated to creating an exceptional customer journey by managing our onboarding and support teams. With a customer-first mindset, you’ll lead efforts to ensure seamless onboarding, efficient support, and impactful experiences for every customer. This is your chance to contribute to a growing start up that values autonomy, creativity, and building a collaborative work environment. We’re looking for someone passionate about leading teams, optimizing processes, and driving continuous improvement to elevate both customer and team success.
At SmartPass, we invest in your growth, providing the resources and mentorship to help you excel both personally and professionally. We believe in promoting from within and are committed to your long-term success.
The Customer Experience team is a cross-functional, customer-driven group that works to ensure customers have a smooth journey from onboarding through long-term success.
How You’ll Contribute Right Away
From day one, you’ll bring your expertise to help shape the onboarding and support strategy, ensuring it aligns with our customers’ needs and expectations. You’ll start by understanding the customer journey, identifying pain points, and collaborating with your team to streamline processes. Your focus will be on creating efficient, scalable systems that enhance both customer satisfaction and internal operations.
What You’ll Do
Lead Onboarding Excellence: Oversee and manage the onboarding process to ensure every customer experiences a seamless, positive start with SmartPass. Focus on accelerating time-to-value and delivering consistent, exceptional onboarding outcomes.
Enhance Customer Support: Manage front-line support operations, including chat, email, and phone, to deliver quick, effective solutions and meet SLAs.
Improve Processes: Continuously analyze workflows across onboarding and support, identifying inefficiencies and implementing scalable improvements that benefit customers and internal teams.
Monitor Performance Metrics: Track onboarding and support KPIs to measure success, identify trends, and drive continuous improvement.
Foster Team Development: Mentor and coach Onboarding Specialists and Customer Support Specialists to ensure high performance and professional growth.
Collaborate Across Teams: Partner with product, account management, and marketing teams to align strategies and share insights that enhance the customer experience.
What You’ve Done
- 3+ years of experience in customer implementation, support, or a related management and/or leadership role, with several prior years of individual contributor experience.
- Proven ability to manage and develop high-performing teams.
- Honed exceptional communication and collaboration skills.
- Customer-first mindset as seen through programs, outcomes and partnerships.
- Ability to showcase strong analytical skills with data backed decision making.
The estimated salary range for this role is $95,000 - $120,000 per year. Actual compensation packages are based on a wide array of factors unique to each candidate including but not limited to demonstrated skill set, years & depth of experience, and some role dependent factors that can include certifications and software expertise. We also hope you’ll consider and be open to what else we provide outside of our base compensation. This includes our benefits, perks, equity, and other aspects of our overall employer brand including our culture which is built on our mission, vision and values. We welcome direct conversations with each candidate about compensation in all our initial calls.
Why you might be excited about us
- We’re building software that reduces admin and teacher burden, making schools a better learning environment. If you’re into education and love working on tough engineering problems, you’ll love helping build our product.
- Good design is one of our core values and differentiators. We won’t ship something that isn’t easy to use and doesn't looks good, even though we’re still a small startup.
- A handful of us are hybrid in the NYC area, if you are too you can join us and collaborate with the founders face to face and some of the EPD team members.
- We’re small, so you’ll have big responsibilities and lay the groundwork as we start scaling.
- Our team has a wide range of experiences (folks from Microsoft, Salesforce, Nielsen, previous startups, and K-12 administrators/teachers).
- Our culture is simple: we work hard, we’re lifelong learners, and we’re fun — at every monthly all-hands, we start with a “memes of the month” and then dive deep into the work someone is doing.
- Get in at the ground-level of a fast-growing startup.
- We'll mold your role to shape a career you're excited about. We care a ton about your satisfaction and job happiness, and will help prep you for whatever you're looking for in the future.
Why you might not be excited about us
- We’re small (~50 people in the company right now), so if you like more established companies, it’s not (yet) the right time. You’ll help build our company’s culture.
- Since we’re an early stage startup, projects and priorities may shift. We’ll expect you to bring your own experience and give input to shift these priorities, too.
- Our customers love us, and there's a lot we can improve. It's a great place to be, but that means there's some jank. (Nothing too scary! 😃)
Go Deeper
Check out our support site to watch some videos and see how SmartPass works!
SmartPass is committed to creating a company where all employees regardless of background can show up and feel they belong. This is an ongoing journey, and we welcome questions on where we’re at during your interview process. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or fitness level.
This job is no longer accepting applications
See open jobs at SmartPass.See open jobs similar to "Customer Implementation & Support Manager" Reach Capital.