Head of Technical Operations and Client Implementation (Irvine)

Tenant Inc. Newport Beach, California, United States (On-site)

Are you ready to join one of Orange Countys most exciting tech startups? At Tenant Inc., were not just building software, were revolutionizing the self-storage industry with our innovative, cloud-based platform. We are a high-growth company with offices in sunny Newport Beach, CA and bustling Bangalore, India, were just getting started.

Were powered by the spirit of the hummingbirdsmall but mighty, purposeful, agile, and resilient. Our values are the foundation of everything we do : we foster trust, build with precision, embrace change, and take bold ownership to deliver meaningful impact for our customers and the industry. This isnt just a job. Its a chance to grow, lead, and make history. If you're hungry for challenge, passionate about innovation, and ready to join a mission-driven teamyour journey starts here.

🌐 www.tenantinc.com

Head of Client Implementation and Technical Operations

Job Description

About the Role :

This leadership role is responsible for managing a team that ensures customers have a seamless and successful experience, from initial onboarding and data migration to ongoing technical support. You will develop and implement strategies to optimize the customer journey, drive product adoption, and maintain high levels of customer satisfaction and retention. This role requires a dynamic leader who can balance hands-on project leadership with strategic process improvement, ensuring a seamless customer experience and high product adoption. The ideal candidate will have a strong technical background, excellent project management skills, and a passion for customer facing engagement

Responsibilities :

• Customer Onboarding & Implementation : Own the plan-to-launch delivery for new clients, translating business requirements into technical configurations and coordinating all onboarding activities. Develop and refine the customer onboarding process, creating a clear path to success and ensuring quick time-to-value for new clients.
• Data Migration & Configuration Leadership : Develop, automate and execute comprehensive configuration and data migration strategies, including analysis, configuration set-up, transfer and validation of data from legacy systems to our platform, ensuring minimal downtime.
• Technical Support Oversight : Manage the technical support team, serving as the primary escalation point for complex issues and ensuring high customer satisfaction (CSAT) and service level agreement (SLA) adherence.
• Process Improvement : Define and document best practices for onboarding, data migration, and technical support. Drive continuous improvement initiatives to scale operations efficiently and improve the overall customer experience.
• Team Management & Development : Mentor and coach a blended team of configuration specialists, data analysts, and support engineers, fostering a culture of accountability and continuous learning.
• Customer Training & Education : Create and maintain customer-facing resources, such as knowledge bases, best practice guides, and training materials
• Cross-functional Collaboration : Work closely with the Sales, Product, and Engineering teams to represent the customer's voice, address product gaps, and align support strategies with business objectives.
• Performance Monitoring : Monitor key performance indicators (KPIs) such as Time-to-Value (TTV), implementation NPS, and support metrics, using data analytics to predict risk and drive informed decisions.
• Customer Advocacy : Act as an escalation point for complex technical issues and customer challenges.

Qualifications :

#HeadOfImplementation #ImplementationLeader #TechnicalOperations #ClientImplementation

#CustomerOnboarding #DataMigration #TechnicalSupportLeader #SupportEngineering

#ImplementationManagement

Tenant Inc. is an Equal Opportunity Employer and complies with all applicable California employment laws. The posted salary range reflects the base pay for California candidates; actual compensation may vary based on skills and experience. Employment is at-will and may be terminated at any time by either party. We provide reasonable accommodations for applicants with disabilities please contact HR if you need support during the hiring process.