Senior Manager, Implementation

Implementation at Brex 

Implementation transforms new customers into power users. We lead the onboarding experience for companies adopting Brex Empower, helping them shift from outdated processes to a modern, employee-first approach. It’s a role that blends customer empathy, project management, technical expertise, process design, and change management. We take personal ownership of our customers' long-term success, and we set customers up thoroughly so they can be with ‘Brex for life’. As strategic advisors, we build trust, drive solutions with tenacity, deliver results fast, and work cross-functionally to make adoption seamless for customers.

What you’ll do 

You’ll be a front-line manager to a team of Consultants who will be responsible for implementing customers on to the Brex Empower platform. If you enjoy building teams (involved with the strategy and scaling) at a fast-growing company, this is the role for you. Your role will be cross-functional, working with leaders across sales, finance, product, customer success, customer support and engineering. You’ll be helping to develop & enforce the implementation methodology which will be used to scale the team. 

Where you’ll work

This role will be based in our Salt Lake City office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of two coordinated days in the office per week, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Responsibilities

• Manage a team of Consultants and provide 1:1 mentoring and coaching i.e. convert consultants from ‘good’ to ‘great’ 
• Align with Brex’s broader strategy & ensure the team executes the strategy in partnership with other relevant cross-functional teams Leverage reporting dashboards (in Looker / Salesforce / and other tools) to monitor the success of our customers, the performance of the team and generate actionable insights on improving underperformance
• Contribute to the strategy of the team - you will be expected to write memos around new processes/ideas. Where needed, be prepared to own & execute on these ideas
• Maintain a pulse on product release features and anticipates the need to adopt best practices and knowledge-share across the department to communicate the commercial impact
• Educated on the different ways the system can be utilized/configured to improve the customer business process and training our implementation consultants on best practice. Be able to step in and run an implementation if needed
• Strategically engage with high-value customers to proactively mitigate risks e.g. sponsor syncs etc. 
• Support the team in escalation management i.e. a proven framework for ‘weather the storms’
• Apply an AI native approach to all aspects of management 
• Create a positive, encouraging culture that connects and engages the team and individuals
• Inspire and motivate your team to provide exceptional levels of quality to our customers
• Hold a high performance bar. Be prepared to hold individuals accountable if they are not consistently meeting the expectations.
• Foster a bi-directional relationship with cross-functional leaders in order to align on strategies, incentives, feedback & improvement opportunities
• Use qualitative & quantitative data to perform post-implementation retro’s with cross-functional counterparts in order to apply learnings in the future
• Hire, develop and retain the people on the team. Ensure the hiring strategy is in alignment to Brex’s strategy & the needs of the team

Requirements

• 5+ years of previous management experience at a b2b SaaS company or financial services company in an implementation or customer success role
• 10+ years of previous Global Implementation experience in Financial, Expense Management, or ERP Software space
• Experience in project management and product configuration in software implementation services 
• Proven record of converting direct reports from ‘good’ to ‘great’
• Experienced leader who can inspire teams to provide exceptional levels of quality
• Experience in capacity & resource management 
• Experience in leveraging AI tools to power your management workflows
• Comfort leading customer engagements that may contain both technical and non-technical work streams
• A natural willingness to operate at all levels i.e. from strategic to tactical

Bonus points

• Experience building out an Implementation department at a fast-growing software company

Compensation

The expected salary range for this role is $188,000 - $235,000 USD.  However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.