Manager, Implementation Engineering

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Away Travel, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role:

Kustomer is seeking an Implementation Engineer Manager. You will be responsible for managing a team of implementation engineers of Kustomer’s platform, who work closely with our Implementation Managers to plan and execute successful launches with our clients. As the manager of the team you will be responsible for ensuring the implementation engineers have the support and resources they need to make our clients successful. You will be responsible for creating or refining our processes to ensure a scalable team that remains dedicated to deliver a fantastic onboarding experience for our clients. The Implementation Engineering Manager will liaison between other teams, advocating for our implementation engineers and surfacing critical client feedback. You will act as a point of escalation for our clients on their technical issues and will meet with clients to support their onboarding. The ideal candidate will be detail-oriented and help our implementation engineers grow in their capability. Success will be helping our team hit our metrics around implementation quality and speed as well as support each team member in leveling up with skills.

We have a strong preference for talent based in the New York Metropolitan Area (New York, New Jersey, Connecticut) with the ability to work in-office in Manhattan on a hybrid basis.

You’ll be responsible for:

• Recruiting, mentoring, and leading a high-caliber implementation engineering team, fostering a culture of collaboration, innovation, and continuous improvement. Ensure an environment where the team feels supported, challenged, and motivated to excel.

• Make informed, data-driven decisions quickly and effectively, even under pressure. Encourage a culture of shared decision-making and empower the team to contribute ideas and solutions.

• ​​Overseeing the planning, execution, and delivery of the technical tasks during our client’s onboarding, ensuring timely releases, high quality, and efficient use of resources. 

• Work closely with our product and core engineering teams to escalate client feedback and prioritize client requests.

• Partner with our sales team to ensure that we can meet prospect’s goals and help position the Professional Services team for success with our clients.

• Convey complex technical and project information clearly and concisely, adjusting the message to suit the audience, including customers. Foster open communication and provide constructive feedback to promote growth. Show genuine interest in understanding customers' needs, ask questions, and think answers through. Be a point of escalation for technical client issues ensuring clear communications and a solution oriented approach.

• Identify actionable opportunities and design solutions that positively impact customer adoption.

• Research and integrate external services into our existing platform utilizing Restful APIs.

• Stay updated on industry best practices, technologies, and frameworks. Encourage the team to stay innovative and competitive in the evolving tech landscape.

• Enjoys taking initiative, embracing a “continuous improvement over delayed perfection” mindset, knowing things can improve over multiple iterations.

• Embrace challenges, learn from failures, and continually seek to improve oneself and the team. Encourage a culture of experimentation, learning, and feedback.

• May involve handling sensitive personal data.

Your qualifications:

• 8+ years of professional experience in a technical role, with a focus on systems integrations and 2+ years of management experience.

• Ace troubleshooter with a passion for digging into tricky problems, and proposing and implementing elegant solutions.

• Experience working on front end development in HTML/CSS/JavaScript/React, designing workflows (e.g. tools like Zapier, Workato), using webhooks and APIs to integrate systems, and scripting in Node.js. 

• Experience interfacing directly with corporate clients to understand their business needs, create solutions, and drive implementation of software products.

• Strong track record of launching fully responsive products and digital applications.

• Bachelor's degree in math, engineering, science, or equivalent practical experience in management, technical or engineering field.

• Demonstrated ability and eagerness to learn new technical skills quickly.

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.

Compensation Range: $120K - $145K