Senior Manager, Technical Services

ChartHop is the AI-powered people platform helping organizations plan smarter, operate with clarity, and make confident decisions about their organization. As Senior Manager, Technical Services, you'll lead the Implementation Specialists and Senior Professional Services Consultants who onboard new customers and deliver complex technical projects: system integrations, SFTP connections, data cleanup, compensation planning cycles, and custom configurations.

This is a leadership and people management role. You'll set the operating model, develop the team, own client project management, and serve as the escalation point, without carrying a direct client account load. You'll report to the Senior Director of Customer Experience and partner with Sales, R&D, and CX. The role is fully remote within the US (Eastern to Pacific time zones).

• Career Experience: You've worked at B2B SaaS companies that are AI-forward and focused on data analytics, with particular interest in HR, revenue, talent acquisition, and finance platforms

• Client Demographic: You've delivered for mid-market and enterprise customers (300 to 1,500+ employees) in Professional Services, Implementation, Technical Customer Success, or consulting, including executive stakeholder management

• Functional Breadth: You've helped scale client-facing technical teams. You don't need to have led the function, but you understand what growth and scale look like in practice

• People Management: You've managed technical, customer-facing teams, you know how to hire and develop talent, and you keep growing as a people manager

• Technical Expertise: You have technical depth in integrations, REST APIs, SFTP, data structures, and SaaS configuration, enough to troubleshoot alongside your team

• Company Stage Appropriateness: You like to build, not just maintain, and you bring a metrics orientation (capacity planning, utilization, KPIs) to processes that scale

• Behavioral Traits: You use pattern recognition to spot ways to support clients better

• Communication: You communicate clearly with technical and non-technical audiences

• Bonus: startup experience; HRIS or compensation planning platforms; HubSpot, Planhat, Zendesk, Postman, or SQL; PSA or project management tools; AI tools used to improve services workflows

• Lead the team: recruit, coach, and retain Implementation Specialists and Senior Professional Services Consultants; set goals, manage performance, and build a bench of future leaders

• Own escalations: resolve technical blockers such as integration failures and data sync errors, coach the team to troubleshoot independently, and drive root-cause fixes with Support, Product, and R&D

• Run delivery: own technical onboarding, integrations, data cleanup, and project management; forecast capacity against the sales pipeline and existing customer demand; build the playbooks, processes, and AI-enabled automation that make delivery fast and accurate; 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

• Time to value: implementation duration, time to launch, and on-time completion

• Project CSAT survey scores

• Data accuracy at project completion and stability of integrations after delivery

• Escalation resolution speed, team utilization, engagement, and retention

• Tools: HubSpot, Planhat, and Zendesk, plus the ChartHop platform

• Interviews: Talent Partner Screen, Hiring Manager, Team Interviews (Culture, Technical, Collaboration) and Leadership

• Application deadline: Monday October 26th

Although we list what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great addition, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply only if they check 100% of every box, while others apply when they meet roughly 60%. The point: it does not hurt to take a chance and apply. We are an inclusive employer and value diversity at our company.