Senior Implementations Manager

Senior Implementations Manager

Welcome to Reeco, where we're transforming the back-of-house tech for the hospitality industry. While hotels are all about luxury and convenience, their operations are often stuck in the '90s. From emailing suppliers to doing inventory with pen and paper it's outdated, inefficient, and expensive. That's where we come in! With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters delivering amazing guest experiences while keeping everything running like clockwork.

At Reeco, we live by our core values - Heart: Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. Join us and help build the future of hospitality tech.

A successful implementation isn't simply about checking off tasks. It's about bringing together hotel teams, suppliers, accounting systems, integrations, training, and change management into one coordinated project that delivers value from day one. At Reeco, we're looking for an Implementation Manager to own that journey.

You'll be responsible for leading customer onboarding projects from kickoff through successful handoff to Customer Success. You'll serve as the customer's primary project manager, ensuring implementations stay on schedule, stakeholders stay aligned, adoption stays on track, and every Statement of Work is delivered successfully. This role sits at the center of every implementation, partnering closely with Solution Architects, Implementation Specialists, Product, Engineering, Customer Success, and Sales to deliver an exceptional onboarding experience.

We're not looking for someone who simply manages timelines. We're looking for someone who thrives on bringing order to complexity, building strong customer relationships, and keeping multiple moving pieces aligned toward a successful outcome. You'll become the trusted advisor customers rely on throughout onboarding, balancing project execution with customer experience while ensuring every implementation finishes with strong adoptionnot just a completed checklist.

You'll be responsible for:

• Owning customer implementations from kickoff through Customer Success handoff.
• Leading project kickoff meetings and establishing implementation success criteria.
• Building and maintaining project plans, milestones, risks, and timelines in Rocketlane.
• Driving accountability across internal teams and customer stakeholders.
• Coordinating Solution Architects, Implementation Specialists, Product, Engineering, and third-party partners throughout each project.
• Tracking Statement of Work (SOW) completion and ensuring all contracted deliverables are successfully implemented.
• Managing project scope, change requests, dependencies, and implementation risks.
• Planning and coordinating customer training sessions to ensure teams are prepared for go-live.
• Monitoring customer adoption throughout onboarding, including user activation, supplier connectivity, product configuration, and key implementation milestones.
• Proactively identifying customers at risk of delayed implementation or low adoption and driving recovery plans.
• Providing regular project updates to customer stakeholders and executive sponsors.
• Coordinating successful go-live activities and validating implementation readiness.
• Delivering comprehensive implementation handoffs to Customer Success, including project outcomes, adoption metrics, completed deliverables, and ongoing recommendations.
• Identifying opportunities to improve implementation playbooks, project templates, documentation, and operational processes as Reeco continues to scale.

Customer outcomes over completed tasks. Strong communication beats surprises. Ownership means driving problems to resolution. Project discipline creates customer confidence. We move quickly without sacrificing quality. Every implementation teaches us how to improve the next one.

Requirements

What we're looking for:

• 5+ years of experience in SaaS implementation, professional services, customer onboarding, or project management.
• Proven experience managing multiple customer implementations simultaneously.
• Strong project management skills with exceptional organization and prioritization.
• Experience leading executive customer meetings and managing cross-functional stakeholders.
• Excellent written and verbal communication skills.
• Comfortable coordinating technical and business teams throughout complex onboarding projects.
• Experience using project management platforms such as Rocketlane, Asana, Monday.com, ClickUp, Jira, or similar.
• A customer-first mindset with a proactive approach to identifying and resolving risks.
• Experience driving software adoption and organizational change is highly preferred.

Bonus if you've worked with:

• Hospitality technology
• Hotel operations
• Procure-to-Pay (P2P)
• ERP or accounting systems
• Supplier integrations
• Change management initiatives
• Customer onboarding at scale

What great looks like after 90 days:

• Independently manages a portfolio of customer implementations from kickoff through Customer Success handoff.
• Delivers projects on schedule with proactive communication and minimal escalations.
• Ensures every customer completes agreed SOW deliverables before project closure.
• Drives strong early adoption across Reeco's core platform through effective training and stakeholder engagement.
• Maintains accurate project health, timelines, and documentation in Rocketlane.
• Builds trusted relationships with customer stakeholders and internal teams.
• Identifies and implements improvements that make Reeco's onboarding process faster, more scalable, and more consistent.