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Salary: USD 150,000 - 170,000 / annual
ChartHop is an AI-powered people platform helping organizations plan smarter, operate with clarity, and make confident decisions about their workforce. As Senior Manager of Technical Services, you will lead a team of Implementation Specialists and Senior Professional Services Consultants responsible for onboarding new customers and delivering complex technical projects including system integrations, SFTP connections, data cleanup, compensation planning cycles, and custom configurations.
This is a people management and leadership role. You will set the operating model for the technical services function, develop and coach your team, own end-to-end client project management, and serve as the primary escalation point for technical blockers—without carrying a direct client account load. You will report to the Senior Director of Customer Experience and partner closely with Sales, R&D, and Customer Experience teams.
Key responsibilities include:
- Recruit, coach, and retain Implementation Specialists and Senior Professional Services Consultants; set goals, manage performance, and develop future leaders
- Own technical escalations: resolve integration failures, data sync errors, and other blockers; coach the team to troubleshoot independently; drive root-cause fixes with Support, Product, and R&D
- Run delivery operations: own technical onboarding, integrations, data cleanup, and project management; forecast capacity against the sales pipeline; build playbooks, processes, and AI-enabled automation for fast and accurate delivery; own and report on operational metrics
- Partner across the business: work with Sales on scoping, Customer Success on expansion, and executive stakeholders at key customers; be the voice of the customer to Product and R&D
You will be measured on time to value (implementation duration, time to launch, on-time completion), project CSAT scores, data accuracy and integration stability post-delivery, escalation resolution speed, team utilization, engagement, and retention.
REQUIREMENTS:
- Career experience at B2B SaaS companies that are AI-forward and focused on data analytics, particularly HR, revenue, talent acquisition, and finance platforms
- Demonstrated delivery for mid-market and enterprise customers (300 to 1,500+ employees) in Professional Services, Implementation, Technical Customer Success, or consulting, including executive stakeholder management
- Experience helping scale client-facing technical teams; understanding of growth and scale in practice
- Proven people management of technical, customer-facing teams; ability to hire, develop talent, and grow as a people manager
- Technical depth in integrations, REST APIs, SFTP, data structures, and SaaS configuration; ability to troubleshoot alongside your team
- Metrics orientation (capacity planning, utilization, KPIs) and ability to build, not just maintain
- Pattern recognition to identify ways to support clients better
- Clear communication with technical and non-technical audiences
- Bonus: startup experience; HRIS or compensation planning platform background; familiarity with HubSpot, Planhat, Zendesk, Postman, or SQL; PSA or project management tools; experience with AI tools to improve services workflows
