Implementation Manager

Implementation Manager

We are seeking a highly organized, client-focused professional to lead the onboarding, support and implementation of new clients. This role serves as the primary point of contact from post-sale through go-live, ensuring a seamless transition

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The ideal candidate is comfortable working and managing sensitive information and translating operational requirements into configured software workflows.

Key Responsibilities

Client Onboarding & Relationship Management

• Serve as the primary point of contact for new clients immediately following contract execution
• Lead kickoff meetings and establish onboarding timelines, expectations, and deliverables
• Build trusted relationships with stakeholders and administrative personnel
• Communicate professionally and confidentially with staff

Requirements Gathering & System Configuration

• Gather detailed operational, policy, and business requirements from client stakeholders
• Translate department rules, fairness policies, and procedures into system configurations

Build and configure client environments, including:

• Work order intake processes
• Vendor and business partner records
• Billing and invoicing structures
• Ensure accuracy and completeness of all data entered in the system

Technical Implementation

• Apply technical knowledge to configure and validate workflows within an enterprise SaaS platform
• Collaborate with internal product and engineering teams when custom solutions or escalations are needed
• Troubleshoot configuration issues and ensure system readiness

Training, Testing & Go-Live

• Develop and deliver training sessions for police personnel, administrators, and external vendors
• Coordinate and execute user acceptance testing (UAT) with client stakeholders
• Validate that all workflows—from job request through billing and collection—function correctly
• Ensure all onboarding tasks, documentation, and configurations are 100% complete prior to go-live

Process Oversight & Quality Assurance

• Maintain detailed project plans and onboarding checklists
• Track progress and proactively identify risks or delays
• Ensure compliance with internal standards and client-specific requirements
• Support continuous improvement of onboarding processes and best practices

Qualifications

Required:

• 3+ years of leadership experience in client onboarding, implementation, project management, or similar role
• Strong communication skills with the ability to interact with stakeholders
• Ability to handle sensitive and confidential information with professionalism
• Experience translating business requirements into system configurations or workflows
• High attention to detail and strong organizational skills

Preferred:

• Familiarity with SaaS platforms or enterprise software implementations
• Technical aptitude (e.g., configuration, data management, or system setup)
• Experience delivering training and leading user testing