Implementation Support Manager (Automotive SaaS)

Description

About Protomiq

At Protomiq, we believe that the auto dealerships that win are the ones that create better experiences for their customers. That's why we build technology that helps dealers connect with shoppers, turn interest into action, and drive measurable business results. Thousands of dealerships across North America rely on Protomiq's solutions to engage customers, improve performance, and stay competitive in a rapidly evolving market. From independent dealerships to some of the largest dealer groups and automotive brands in the industry, Protomiq is trusted by dealerships focused on what comes next. If you're excited by innovation, customer impact, and the opportunity to help shape the future of automotive retail, you'll fit right in.

Working at Protomiq

At Protomiq, your work matters. We're a team of builders, problem-solvers, and innovators who are passionate about helping our customers succeed. Here, you'll be empowered to move quickly, embrace new ideas, and make a visible impact on the business. We offer competitive compensation, comprehensive benefits, professional development opportunities, and a culture built on collaboration, accountability, and growth.

The Role 

As Implementation Support Manager, you’ll lead the team that takes dealers from signed contract to live on Protomiq’s platform. You own the outcome — the speed and quality of every go-live — across a process that runs through Sales, Client Success, dealers, OEMs, and vendor partners, most of whom don’t report to you. The job is building the relationships, visibility, and escalation habits that move work you influence but don’t control. 

This is a people and operations leadership role — not a technical release, DevOps, or IT infrastructure role. 

Why this role 

• Own a metric the executive team watches — implementation turnaround time and quality — and see your impact in the numbers 
• Report directly to the VP of Operations, with real influence on how the function is staffed, measured, and run 
• Lead and grow a team of 7–10, with room to shape the process and tooling behind every go-live 
• A genuine next step: whether you’re moving into your first formal management role or bringing proven leadership to a function you can build 

Who you are 

You’re a leader who gets results through people and process. You coach specialists to higher performance, run a queue by the numbers, and know how to tell a capacity problem from a dependency problem. You’re as comfortable working a stalled go-live with an OEM rep or a vendor as you are running a team huddle — and you escalate early and clearly when that’s what moves the work. You’re hands-on enough with web tooling to understand what your team implements, and curious enough to keep learning it. 

Requirements

Team Leadership & Development 

• Lead, coach, and develop a team of 7–10 implementation specialists, setting clear expectations and holding the team to them 
• Run regular 1:1s and performance coaching; identify and develop high-potential specialists for future team lead roles 
• Direct schedules, workloads, and assignments, and partner with leadership on capacity planning 

Queue & Performance 

• Own implementation turnaround time and quality from assignment through go-live — volume, velocity, trends, and individual performance 
• Use case data daily to separate what your team controls from what’s waiting on a partner, and act on both 

Escalations & Cross-Functional Partnership 

• Own escalations end to end — dealer communication gaps, missing configuration, and vendor or install delays — and drive them to resolution with the right partner 
• Spot recurring blockers across dealers, OEMs, and vendors, and work with those partners to remove them at the source 
• Partner with Sales, Client Success, and Contracting to create clean handoffs and expedite go-lives 

Quality Assurance 

• Run quality monitoring for every team member, in partnership with team leads 
• Turn quality gaps into targeted coaching and process improvements 

Process, Tooling & Special Projects 

• Work with enablement partners to build tooling and process that improve speed and client satisfaction 
• Support internal teams with site configuration and technical questions 
• Lead special projects such as OEM program compliance roll-outs, new feature releases to dealer accounts, and dealer communications during service outages 

What you bring 

You’ll be a strong fit if either of these describes you: 

• Experienced leader: You’ve formally led a team of 5+ in implementation, technical support, client services, or service operations, and you want broader ownership of a function and its results. 
• Ready to step up: You’re a senior specialist or team lead with 3+ years in a client-facing support or implementation role. You’ve been the go-to informal leader of your group, and you’re ready for the formal role. 

Either way, you have: 

• Experience working cases through a CRM or ticketing system 
• Comfort with data — you read queue and turnaround reports and use them to make decisions 
• A track record of coaching people to measurably better performance 
• Clear, steady communication with external partners by phone and email, including when the news isn’t good 
• Strong organization and the ability to manage multiple queues, channels, and priorities at once 
• Comfort learning web-based tools hands-on 

Nice to have 

• Salesforce case management experience 
• Automotive dealership, OEM, or automotive retail experience 
• Working familiarity with HTML/CSS 
• Experience in a high-volume SaaS environment 

Education 

High school diploma or equivalent required. A college degree is preferred but not required