Implementation Team Manager

What we do. 

We are Canada’s largest and fastest-growing business communications provider. We provide a variety of solutions designed to improve the way Canadian organizations connect. Customers trust net2phone Canada because of our innovation, stability, and desire to deliver a consistent, value-driven customer experience

Who we are. 

We are a true Customer Success focused organization; which means doing our best to ensure our VoIP platform and communication services are tailored to our customers specific needs; and supported with speed, knowledge, precision and friendliness.

Providing the absolute best customer experience is always our top priority. 

Forget the 45 minute hold times- we average 1 minute wait times to reach a live, Canadian-based support specialist. 

About the team. 

Our Onboarding and Fulfillment team provides dedicated full-service implementation to our newest customers, as well as post-sales implementation for existing customers. This team is hyper-focused on delivering a world-class customer experience that not only meets, but exceeds expectations.

You will manage a team of Onboarding Specialists & Success Coordinators that work with businesses across Canada to implement net2phone Canada’s vast products and features. As Canada’s largest and fastest-growing VoIP provider, it’s imperative that we get the onboarding experience right, in order to retain customers long-term and to assure a consistent revenue stream. We're looking for leaders to shape the future of the customer onboarding experience and continue to define our implementation strategy. 

Our Onboarding Specialists core responsibilities include:

• Managing the entire onboarding process for new customers, beginning to end – from sales handover to configuration to training, ensuring value is delivered to every new customer. 
• Genuine desire to help customers. Relationship building is a key component of this role. Implementation of a new phone solution can be stressful for customers. Onboarding Specialists make the transition to net2phone seamless and enjoyable. 

Our Customer Success Coordinators core responsibilities include:

• Collaborating internally between internal teams to execute service upgrades and downgrades. A few tasks they handle include account closures, enabling features, user creation and removals,, and call flow configuration on existing business accounts. 
• Our CSC’s also get to step away from the computer and stretch their legs while fulfilling equipment and accessory orders. We fulfill orders within 24h, and often customers have their new products in hand the next day, ready to use. 

What you’ll do.

We are looking for an experienced manager who leads with a combined leadership style that embodies situational, servant as well as transformational styles. You’ll lead a team of experts whose challenges change with every type of business they face. Flexibility, empathy, cross-functional communication, and organizational skills will help you lead the team as they help better Canadian Businesses communications. 

As an Implementation Team Manager with net2phone Canada you’ll be responsible for:

• Coaching your team of specialists to be high performing and client-focused product experts who guide customers along the right path.
• Monitoring quality of customer experience using CSAT metrics and proactively reporting to the team and management.
• Providing guidance to the team to assist in handling customer escalations, as well as acting as an escalation point to the customer. 
• Conducting audits to improve processes and provide timely feedback.
• Driving revenue into the organization, by achieving timely activations to target.
• Partnering with the Sales and Customer Success teams to ensure a seamless transition throughout the start of the customer's lifecycle to ensure an outstanding customer experience.

• Developing a strong understanding of our products and services to establish yourself as a product expert.
• Recruiting team members and monitoring performance on a consistent basis.
• Updating and maintaining implementation and enablement documentation.
• Enhancing current processes through identifying inefficiencies, and applying a solution oriented approach.

What we believe makes an Implementation Team Manager successful

• Management experience, ideally with a team of 5 or more direct reports
• Strong leadership and project management skills
• Cross-functional collaboration and communication experience
• Proven track record of achieving targets without sacrificing customer satisfaction
• Excited to enhance processes to enable exceptional experiences for team members and customers
• Healthy curiosity and a willingness to learn by taking chances
• Positive outlook, fun, and flexible to pivots in the business

What we offer. 

• Join an amazing team culture who values work life balance.
• A collaborative environment that values input.
• Training via multiple sources (LMS, 1-on-1, internal knowledge base, webinars, even trivia!)

• Accessible team socials (virtual and in person).
• Learning opportunities and growth.
• Paid time off, sick & family days as well as paid volunteer days.
• Dog Friendly office.
• Breakfast options, beverages and a snack bar.
• $2,000 in health & wellness benefits. 

Job Type: Full Time, Permanent

Schedule: Monday to Friday, 9am-5pm EST. 

Compensation: $ 65,000-70,000 CAD

This is an in-office hybrid position – with the potential to work remotely 2-3 days a week- we want you to be in the middle of all the action! 

Looking for a change? Want to do something new? Need to make a difference? It’s time to learn, do, and become more than you ever thought possible!

net2phone Canada is committed to creating an inclusive environment where all employees and clients feel like they belong. We encourage applicants with a wide range of abilities and we provide an accessible candidate experience. Accommodations are available on request for candidates taking part in all aspects of the selection process.