Manager, Implementation Engineering

Remote - United States

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WHO WE ARE:Tealium is the trusted leader in the customer data industry. We believe unified customer data is an organization’s most valuable asset and greatest competitive advantage. We help brands seamlessly unify their siloed customer data and applications in real time, and drive more profitable interactions across all touchpoints. Tealium’s Customer Data Platform (CDP) enables you to connect your data so you can connect with your customers.
Founded in 2008, Tealium’s patented and award-winning solutions are used by over 1,000 of the world's most innovative brands, including Sony, Providence St. Joseph Health, Cambria Health, T-Mobile, Hulu, Uber, Facebook, Expedia, Hyatt, Barcelo Hotel Group, Sportsbet, Utah Jazz, American Airlines, The Gap, Orange, and many others.
WHAT WE ARE LOOKING FOR 
Tealium is seeking a strong candidate for the role of Manager, Implementation Engineering. The role will report to the Director, Customer Solutions & Delivery. The successful individual will have a strong SaaS/Digital Marketing background and will illustrate passion for the success of Tealium’s customers. Our growing team needs a manager that can navigate a fast-paced environment and be an effective communicator across multiple teams within the company and across multiple countries. Strong relationship building skills with both customers and internal staff is a must.

YOUR DAY TO DAY

  • Day to day management and leadership of the Implementation Engineering team to , including career path guidance and mentoring where appropriate.
  • Work with your Lead Developers s and peers to enhance team capabilities, standards and processes.
  • Act as Implementation Engineering champion to support your team in guiding customers in their deployment of our technologies.
  • Partner across the customer success team org to maintain and improve upon an objectively measured customer satisfaction and retention rate.
  • Partner with other Customer Success leaders to provide a unified high-quality customer experience no matter where our customers are located.
  • Report on operating metrics including utilization, retention, lift and CSat scores for customers in your area of responsibility.
  • Work closely with sales, product engineers, operations and product management teams to convey evolving customer requirements, handle technical and operations requests.
  • Support sales, pre-sales and account management in the technical aspects of scoping implementation services for new and existing customers.

WHAT YOU BRING TO TEALIUM

  • 5+ years minimum managing a technical customer success professional service organization team in a business to business software company
  • Experience with a subscription-based revenue model
  • Outstanding customer service skills and a demonstrated ability to transfer your knowledge to peers or direct reports
  • Exceptional leadership, coaching, and development skills
  • Deep knowledge of complex data analytics platforms or customer data platforms
  • Extensive knowledge of application development and software deployments including, but not limited to familiarity with JavaScript, HTML, CSS or Mobile SDK
  • Sound judgment, problem solving, and decision-making ability
  • The ability to plan, execute and deliver multiple projects while staying organized and delivering against expectations
  • Excellent business writing skills
  • Bachelor’s Degree required
  • Experience using relevant software for CRM, project management, and utilization like Salesforce, Jira, Confluence for customer account management reporting and opportunity tracking
  • Experience with a subscription-based revenue model would be of benefit but not essential, and Smartsheets.
  • Management of a ticketing system or team is a plus
WHY YOU WANT TO WORK HERE: The highly relevant and differentiated positioning of Tealium and our Customer Data Platform (CDP) makes this a unique and rewarding career opportunity. Organizations from start-ups to large global enterprises are utilizing Tealium to unify their customer data in real time and drive improvements in their overall data strategy. Over 1,000 global brands trust Tealium, and in an increasingly noisy market we are proud to maintain best-in-class renewal rates of >90%. When our customers are happy, we’re happy.
Our corporate HQ is located in sunny San Diego, just minutes from the beach and surrounded by beautiful hiking trails and the renowned Torrey Pines golf course. Our location is just one of the many perks we enjoy; At Tealium we dress casually (but professional), enjoy a flexible paid time off policy, rich benefit plans, company holidays, 401(K) match, and employee Stock Options - just to name a few. If you are interested in being a part of Team Teal, we’d love to hear from you!
TEAL celebrates diversity and is an equal opportunity employer. It is our continuing policy to recruit and employ the best qualified individuals without regard to race, color, sex, religion, national origin, disability, age, sexual orientation, gender identity, and/or any other protected characteristic.  TEAL does not tolerate unlawful discrimination of any kind and strives to be an inclusive and respectful workplace.
Job region(s): North America
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