Prokeep is a software company that has developed the first and only communications and commerce platform built exclusively for the $100+ billion wholesale distribution market (i.e. plumbing, electrical, HVAC, etc.). We have assembled a team of employees, customers, and world-class investors to truly revolutionize how commerce is done in wholesale distribution. We envision a world where distributors use our tools to build deeper relationships, provide better service, and transact more easily with customers. We are post product, post revenue, and growing fast in the US and Canada.

Prokeep Values

Build Together. – Collaboration, camaraderie, and customer-focus are core to how we collectively work and win.

Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy.

Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships.

Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster!

Position Overview:

We are seeking a dynamic and experienced Manager to lead our Implementation and Customer Support team. The Manager will play a pivotal role in ensuring the successful implementation of our products/services and delivering exceptional customer support to our clients. The ideal candidate will have a strong background in project management, customer service, and team leadership.

Your Mission:

• Team Leadership and Management:

  • Lead, mentor, and coach a team of Implementation Specialists/Project Managers, Training /Success Coaches and Customer Support Representatives.

  • Set clear goals and performance expectations for team members, and provide ongoing feedback and support to foster their professional growth and development.

  • As the leader of the Implementation and Support team, you'll play a crucial role in ensuring the smooth onboarding of new customers and meeting their ongoing support needs. You'll collaborate closely with our Sales, Marketing, Product, and Engineering teams to coordinate successful product launches and updates at every stage of the customer journey.

• Implementation Management:

  • Oversee the implementation process for new clients (and those in Trial/Pilots), ensuring a seamless transition from sales to implementation and on to customer success.

  • Develop and maintain implementation plans, timelines, and project schedules to ensure successful onboarding project completion (based on the customer journey ‘first 30 day’ milestones from initial set-up through live training) with clearly defined goals and measures of success.

  • Guide and mentor a team of Prokeep platform and channel subject matter experts to demonstrate best practices during the onboarding process, ensuring each customer’s journey with Prokeep starts on an optimal path.

• Customer Support and Issue Resolution:

  • Manage the Customer Support team to ensure timely and effective resolution of customer inquiries, issues (including initial triage of potential bug/defects), and escalations.

  • Collaborate with Product and Engineering where bugs/enhancement requests are involved to ensure timely updates to customers (and CSMs) on status/workarounds.

  • Implement best practices for customer support operations, including ticket management (phone, web, chat, Slack, email), SLA adherence, and customer communication protocols.

• Process Improvement and Optimization:

  • Continuously assess and improve implementation and support processes to enhance efficiency, scalability, and customer satisfaction.

  • Identify and implement tools, technologies, and automation solutions to streamline workflows and improve service delivery.

• Performance Tracking and Reporting:

  • Track key performance metrics, including implementation timelines, customer satisfaction scores, progress towards initial goals-ex: utilization post training, support ticket resolution times, and team productivity.

  • Generate regular reports and dashboards to provide insights into team performance/areas of opportunities and needed change, identify trends, and inform strategic decision-making.

Qualifications:

• Bachelor's degree in Business Administration, Management, or equivalent management experience in a SaaS environment.

• Minimum of 3-5 years of experience in project management, implementation, or customer support roles, with at least 2 years in a leadership or managerial capacity.

• Proven track record of successfully leading teams and managing complex projects in a fast-paced environment.

• Excellent communication, interpersonal, and problem-solving skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels.

• Strong customer focus and commitment to delivering exceptional service and support to clients.

• Have a strong knowledge of the customer journey (trial, onboarding, adoption, nurturing, retention, and expansion).

• Experience working with CRM systems, project management tools, and customer support platforms (HubSpot, Pendo knowledge a plus).

• Demonstrated ability to drive process improvements, optimize workflows, and achieve operational excellence.

• Strong team player and proactive individual contributor with a proven track record of using collaboration to drive results.

• Superior communication skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including the C-suite.

• Extremely well-organized and analytical with the ability to work well in a fast-paced, rapidly evolving startup environment.

• Knowledge of the construction and distribution industry is a plus.

This is a full-time salaried position and may be performed remotely anywhere within the United States except the State of California. Prokeep offers generous health, vision, and dental benefits, life insurance, unlimited PTO, and equity in our fast-growing company.

• Competitive Compensation $80-100K OTE

• Equity Package

• Health, Dental, Vision, Short & Long Term Disability, Life and AD&D, Employee Assistance Program (EAP), 401(k)

• Yearly Education Stipend

• Unlimited PTO