How you can help make a better world of work
The Manager, Global Enterprise Customer Implementations is responsible for leading the global team of Enterprise Implementation Managers (IMs) across EMEA, North America, and APAC. This role owns the day-to-day execution of the global IM team, sets the strategy for driving global consistency in the Enterprise customer experience, and leads innovation in implementation frameworks, technologies, and processes. The role is pivotal in ensuring efficient, timely, and high-impact customer activations, with a strong focus on educating customers to achieve self-sufficiency and healthy cycle and feature adoption on the Culture Amp platform.
As part of this team of amazing humans,
You will:
- Global Team Leadership & Execution
- Lead, coach, and develop a high-performing team of global Enterprise Implementation Managers, fostering collaboration and knowledge sharing across regions.
- Own the day-to-day operations of the global IM team, ensuring effective resource allocation, workload balancing, and delivery of customer projects on time and within scope.
- Coach and guide the Implementation Manager ICs on complex/unique customer needs while establishing a culture of creativity, tenacity, and a dedication to solving problems.
- Set clear goals and performance expectations for the team, aligned with global CX and business objectives.
- Run point on our customer escalation process, ensuring timely triage and resolution of escalations, in partnership with our Product Support leadership team.
- Own global capacity planning and workforce strategy, including hiring and coverage across timezones.
Strategy & Global Consistency
- Develop and execute a global strategy and operating rhythm for Enterprise Implementation, ensuring consistent, high-quality customer experiences across all regions.
- Establish and maintain global standards, best practices, and playbooks for implementation processes, documentation, and customer handoffs.
- Partner with regional CX Directors and cross-functional teams to align on priorities, share insights, and drive continuous improvement.
Innovation & Process Improvement
- Identify, evaluate, and implement new technologies, content, and business processes to drive greater efficiency, scalability, and customer value in the implementation journey.
- Lead the evolution of the Implementation framework, piloting and rolling out new approaches to accelerate customer time-to-value and increase activation “stickiness.”
- Gather and analyze customer and team feedback to inform ongoing improvements and innovation.
Customer Education & Self-Sufficiency
- Champion a customer education strategy that empowers Enterprise customers to become self-sufficient, leveraging scalable resources, training, and enablement content.
- Collaborate with Customer Education, Product, and Customer Success teams to ensure customers are set up for long-term success post-implementation.
Stakeholder Engagement & Advocacy
- Serve as the global voice of Implementation, advocating for customer and team needs with Product Support, Product, Engineering, Sales, and other internal stakeholders.
- Represent the Implementation function in global forums, sharing insights, progress, and outcomes with senior leadership.
- Own the strategy for providing Implementation support during high-value, high-complexity sales cycles and ensure IM resources are being utilized effectively and efficiently.
Metrics & Reporting
- Track and report on key performance indicators (KPIs) for global implementation, including activation timelines, customer satisfaction, and operational efficiency.
- Use data to identify trends, risks, and opportunities, and drive accountability for outcomes.
You have:
- Proven experience leading global or multi-regional teams in a customer-facing, implementation, or professional services environment.
- Demonstrated success in driving operational excellence, process standardization, and innovation at scale.
- Strong project management skills, with a track record of delivering complex, multi-stakeholder projects on time and within budget.
- Deep understanding of enterprise customer needs, change management, and the SaaS implementation lifecycle.
- Experience with customer education, enablement, or training programs is highly desirable.
- Excellent communication, stakeholder management, and influencing skills.
- Ability to thrive in a fast-paced, ambiguous, and globally distributed environment.
You are:
- Customer-Centric: Always thinking about how our Implementation initiatives can best serve and add value to customers.
- Innovative and Proactive: Bringing fresh ideas and anticipating the evolving needs of our customers and internal teams.
- Collaborative Leader: Fostering a culture of partnership and shared success across multiple departments and regions.
- Embody Culture Amp’s values: Have the courage to be vulnerable, Learn faster through feedback, Trust people to own decisions, Amplify others.
- Operate as a culture-first people leader, fostering inclusion, growth, and high performance.
