Manager, Implementation Services (NASA)

Technical Services

Timescale is looking for a Manager of Implementation Services to lead our team of Implementation Engineers and Data Architects in EMEA and NASA. This critical function is responsible for driving adoption and ensuring long-term success and expansion for our Cloud platform customers. The Implementation Services Manager is a frontline management role with three primary responsibilities: services delivery, personnel management, and reporting and analysis in support of our growing customer base at Timescale. More specifically, the Implementation Services Manager is responsible for the successful delivery of consultative services as well as the coordination of activities and information between key engagement stakeholders. The Implementation Services Manager is also responsible for the management of consulting personnel, including participation in staffing decisions, performance reviews, and career development support. The Implementation Services Manager reports to the Vice President of Technical Services.

At Timescale, the customer is at the heart of everything we do.  

This role is remote, and English language fluency is a requirement. Open to candidates in the United States, East Coast time zone is preferred. 

Key Responsibilities

  • Ensure the delivery model is focused on customer outcomes while championing quality and efficiency
  • Partner with our sales team to drive bookings and closure of services and training engagements
  • Ensure a robust closed feedback loop that embraces continuous improvement and iteration
  • Identify and act on opportunities to improve the customer experience via innovative services/training offerings
  • Build a business case for additional services and training and enablement resources as needed
  • Manage the work of the engagement teams under their direction to ensure optimal resource utilization and engagement execution
  • Assist direct reports in personal and career development by providing regular feedback, coaching, and guidance on personal development, and encouraging direct reports to take ownership of their personal career path
  • Participate in recruiting and employee development activities to ensure a balanced team with the right set of skills
  • Measure and report on the effectiveness of services and training enablement investments and programs
  • Ensures that all assigned team members have a solid understanding of business objectives and the plans in place to attain those objectives
  • Strong internal collaboration skills and positive team member

Required Experience, Skills, and Values

  • 2+ years managing teams in service delivery, or similar functions
  • 3-5+ years of experience as an individual contributor in Service delivery, or similar customer-facing role within a high-growth B2B software business
  • Demonstrated relevant experience defining, developing, and executing customer services and/or training strategies, operations, and action plans
  • Proven ability to measure and continually improve segment-specific metrics and KPIs, setting priorities and driving continuous improvement against results and targets
  • Act as the single point of accountability ensuring day-to-day high-priority issues are resolved thoroughly
  • Experience with SaaS platforms, adoption, and expansion practices
  • Experience working with relational databases
  • History of  building alignment and relationships with both technical and business users
  • Experience initiating cross-functional initiatives and successfully influencing others to accomplish shared goals
  • Ability to take initiative, manage time and prioritize competing demands
  • Ability to work in a fast-paced, dynamic environment
  • Experience with Salesforce is a plus
  • Excellent English communication skills, both verbal and written