Senior Manager, Customer Upgrades (Implementation)
The Senior Manager of Customer Upgrades oversees a team of Implementation Specialists responsible for guiding customers through the transition from legacy Crisis24 solutions to our flagship platform. The ideal candidate will provide strategic leadership in resource management, capacity planning, and customer scheduling to achieve corporate objectives for upgrade completion within defined timeframes while achieving strong customer satisfactions score. Ensuring customer satisfaction, identifying upsell opportunities, and managing escalations during the upgrade process will be critical components of this role.
What You Will Do:
Project & Delivery Management
Drive resource management, capacity planning, and scheduling to optimize utilization, velocity, quality, and objective achievement.
Own customer outcomes across the upgrade lifecycle and legacy retirement process, ensuring strong adoption, satisfaction, retention, and successful platform transitions.
Serve as primary escalation point for complex customer, technical, and project issues, driving timely resolution and risk mitigation.
Monitor and communicate project health, timelines, risks, blockers, and KPIs to leadership.
Continuous Improvement
Drive continuous improvement through scalable processes, systems and best practices that raise efficiency and success rates.
Ensure projects are delivered on time, within scope, and within budget
Leadership & Strategy
Lead, coach, and develop a team of Implementation Specialists across upgrades, migrations, and legacy platform retirement, owning performance management, mentoring, career pathing, and resourcing.
Drive a culture of accountability, collaboration, and customer-centricity.
Cross-Functional Collaboration
Partner with Sales, Product, Support, and Operations to execute upgrade and retirement strategies, support renewals, and identify growth opportunities
What You Will Bring:
Bachelor's degree in Business, Information Technology, Project Management, or a related field, or equivalent experience.
8+ years of experience in Customer Success, Implementations, Project Management, or related customer-facing roles, including 5-7 years of people leadership experience.
Proven success leading customer upgrade, migration, onboarding, implementation, or legacy platform retirement programs at scale, with measurable results in adoption, retention, or delivery velocity.
Experience building, coaching, and developing high-performing teams.
Strong project management, resource planning, and organizational skills, with the ability to manage multiple priorities simultaneously.
Strong analytical, problem-solving, and communication skills, with a customer-first mindset.
Experience with Salesforce or similar CRM project management platforms, Certinia or similar client onboarding and Professional Services Automation platforms.
Preferred Qualifications
Certifications: PMP, PMI-ACP,ITIL or similar certifications.
Experience implementing enterprise-level SaaS platforms.