Manager, Technical Services (in Minneapolis–Saint Paul)

About Staffbase

In a polarized world, we inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication so they can thrive in the Narrative Age. Our award-winning communications channels – intranet, employee app and email – deliver experiences that drive engagement and inspire hearts and minds.

We’re headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45+ nationalities and we have a growing base of 2200+ customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.

We are growing our Customer department! We are looking for a Manager, Technical Services NA in our Minneapolis office. In this role, you will lead our North American technical onboarding team, which is currently in a transition phase into a “Technical Consulting” team. 

One part of the team is focused on partnering with the customer on technical topics, during the onboarding and growth phase - such as setting up SSO, ensuring the products are integrated to their full potential, and ensuring a smooth onboarding process for our customers. 

The other part of the team is accountable for delivering paid technical services to our customers, such as Design Templates and Custom API Developments. 

What you’ll be doing

  • Close leadership and people management of all Technical Onboarding Engineers, plus Technical Architects in North America, reporting to our “Sr. Manager, Onboarding”
  • Close collaboration with our teams in EMEA, contributing to the global consulting framework 
  • Support the team during the transition into a “Technical Consulting” team
  • Identify resource gaps and hire accordingly 
  • Collaborate with Onboarding, Sales, Customer Success teams, and other stakeholders to determine feasible technical solutions and reasonable implementation timelines 
  • Focus on skill development and develop career opportunities for your team
  • Plan & adjust the weekly meetings, shifts & responsibilities.
  • Manage complex customer escalations together with the team
  • Work with new customers to implement Staffbase products following the SLAs and meet internal targets.
  • Ensure a transparent handoff from the technical phase to the strategic step of onboarding 
  • Implementation and Improvement of KPIs, such as Time to Value and Utilization Rate to grow the technical consulting entity into a revenue-generating team

What you’ll come with

  • Strong communication leadership, project & people management skills
  • You’re experienced in fast-growing SaaS-companies, as well as consulting entities
  • Comfortable working in a fast paced, high growth environment and able to help facilitate change.
  • Ability to understand technical concepts and effectively communicate them to non-technical people
  • You are a highly motivated, driven, and self-starting individual who loves to work in a diverse and international team.

What you'll get

  • Competitive Compensation - we offer attractive salary packages including an Employee Stock Option Plan.
  • Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $1608.
  • Growth Budget - all employees get a yearly budget for external training of $1200.
  • Wellbeing - in addition to 30 days PTO and 10 wellness days, we’re running a 4-day-work week every year in August.
  • Support - we’re offering a 401(k) plan and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave.
  • Team Building - Regular team and office events including the yearly Staffbase Camp
  • Volunteer Day - you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in addition.
  • Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid.
Minneapolis–Saint Paul

Also available in New York