Senior Manager / Director of Implementations

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business' eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation?

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

• We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022.

• Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.

• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback

SaaS studies show that 30% of customer churn can be attributed to poor customer implementation. That is why the Senior Manager / Director of Implementation role is so crucial to Reputation and our enterprise customers' experience. As a member of the Professional Services organization, your team will be responsible for the first step in the customer journey. You will work closely with solutions architecture and customer success departments and your team will interface with new customers and own the implementation process; efficiently and effectively transitioning our customers to the next phase of their journey.

We are looking for an exceptional leader to oversee a team of implementation managers and be a point of escalation and support for their projects in a distributed manner. In this role, you will manage and assign incoming projects to resources based on capacity and experience and customer experience. You'll work cross functionally with sales, product, customer success, and global service delivery to partner and collaborate on the customer journey while taking the lead during this phase. You'll report weekly to senior leadership on at-risk projects with next steps to reduce risk. You'll accurately forecast incoming and outgoing project work for capacity planning.

Enterprise Implementations & Onboarding

• Own the end-to-end delivery of enterprise-level implementation projects, ensuring on-time, within scope, and high-quality deployments.

• Develop and maintain detailed project plans, timelines, and risk mitigation strategies.

• Coordinate cross-functional teams, including technical, product, and customer success, to ensure smooth onboarding.

• Conduct regular status updates with clients and internal stakeholders to manage expectations and ensure alignment.

Escalation & Executive Proxy (outside UK/EMEA Hours)

• Act as the primary point of contact for critical issues and escalations outside of UK business hours.

• Serve as an executive proxy for the VP of Professional Services, providing decision-making authority in urgent scenarios.

• Manage communication flow for high-priority clients and internal leadership during off-hours.

Deal Scoping & Solution Design

• Collaborate with Sales and Solution Consulting teams to scope enterprise deals, ensuring alignment on technical feasibility, resource requirements, and timelines.

• Identify integration needs and work closely with technical teams to design solutions that meet client requirements.

• Provide accurate estimates and statements of work (SOWs) for proposed engagements.

Integration & Technical Advisory

• Work with clients to understand technical requirements and integration needs for systems such as CRMs, review platforms, and APIs.

• Troubleshoot and resolve complex integration issues during implementation and onboarding phases.

• Act as a trusted advisor to clients for best practices on leveraging Reputation.com solutions within their enterprise architecture.

• Leadership Experience: 2-6+ years leading a SaaS team (customer success or implementation).

• Career Experience: 10+ years of experience in Program or Project Management, with a focus on enterprise SaaS implementations.

• Technical Acumen: Strong understanding of APIs, data integration, and enterprise system architecture (CRM, ERP, CX platforms).

• Leadership: Ability to act as an executive proxy, make decisions under pressure, and handle escalations effectively. Able to be the trusted advisor and coach to those who report to you.

• Communication: Excellent verbal and written communication skills with experience in client-facing roles.

• Problem Solving: Strong analytical and troubleshooting skills to manage complex integration issues.

• Time Zone Flexibility: Ability to work flexible hours to cover UK/EMEA time zones and provide support during US off-hours when necessary. Ability to travel to the customer when needed.

• Project Management: Proven experience with tools like Salesforce and Microsoft Excel. excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressure. Highly organized, self-driven and eager to provide a superior customer service experience.

• Experience working with enterprise customers in industries such as Automotive, Healthcare, Financial Services, or Retail.

• Familiarity with Reputation Management, Customer Experience platforms, or SaaS ecosystems.

• Successful and timely completion of enterprise onboarding projects.

• Customer satisfaction (CSAT) and Net Promoter Score (NPS) for managed projects.

• Reduction in escalation resolution time during UK hours.

• Accuracy and efficiency in deal scoping and integration planning.

When you join Reputation, you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.

• Active Employee Resource Groups (ERGs) to engage with.

• An equitable work environment.

• We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

• At Reputation, we're committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute.

Additionally, we offer a variety of benefits and perks, such as:

• Flexible PTO for salary paid employees

• Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1

• 10 paid company holidays

• 4 company paid , "Recharge Days," which are wellness days off for the entire company

• Health, dental and vision insurance

• 401k

• Paid Parental Leave for all eligible employees as of day 1 of employment

• Employer paid short and long term disability and life insurance

• Employee Assistance Program (EAP)

• Access to a wide variety of unique perks and apps:

  • PerkSpot - Employee Discount Program

  • Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options

  • Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support

  • Omada - Virtual prevention and physical therapy program

  • Ladder -Life insurance to supplement outside of employer offering

  • SoFi - Financial wellbeing platform and 1:1 advice

  • Fetch - Pet insurance discount program

  • Spring Health for Guardian - Virtual mental health support

  • XP Health for Guardian (virtual eye-wear platform)

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit ourCandidate Privacy Notice.

Applicants only - No 3rd party agency candidates.