Implementation Manager

Role Description

We are seeking an Implementation Manager, independently motivated and ready to make our high-functioning Implementation Team even better. As an Implementation Manager, you will be our new customers’ primary contact, overseeing the onboarding process from end-to-end. This is a multi-faceted set of responsibilities including:

• Requirements gathering
• Configuration of our SaaS products to meet those requirements
• Carrying out basic project management activities
• Ensuring a smooth transition from sales to adoption

You will collaborate closely with cross-functional teams, including sales, product management, customer success, and technical support, to deliver exceptional client experiences and drive customer satisfaction.

Qualifications

• Bachelor's degree in a relevant field (e.g., Business, Computer Science, Information Systems) or equivalent practical experience.
• 3+ years of experience in a client-facing implementation role, preferably in the SaaS industry.
• Strong understanding of software implementation processes, methodologies, and best practices.
• Excellent communication and interpersonal skills, with the ability to build rapport and effectively collaborate with clients and internal teams.
• Technical aptitude with the ability to quickly learn and navigate new software applications.
• Strong problem-solving and analytical skills – high comfort level with Excel is a plus.
• Design and documentation of reports generated from relational databases – ability to author reports (SSRS or PowerBI) a significant plus.
• Experience with CRM, ERP, or other enterprise software implementations, particularly GovTech, is a plus.
• Familiarity with Jira, Cloud Coach, Autotask, Asana, or similar software for project tracking and time management is a plus.

Requirements

• Serve as the primary point of contact for clients during the onboarding process.
• Conduct kickoff meetings, gather business processes and resulting requirements.
• Provide expert guidance on best practices for implementing and configuring our SaaS products.
• Carry out basic project management activities, ensuring work falls within the scope of implementation.
• Continuously evaluate points of risk and opportunity.
• Customize system settings, workflows, and integrations to align with client requirements.
• Work extensively in Excel to prepare data and carry out initial data load.
• Write simple scripts and author ad hoc reports on behalf of the customer.
• Engage the project team to develop and deliver comprehensive training sessions.
• Create and maintain implementation documentation, user guides, and knowledge base articles.
• Identify and address implementation challenges, working closely with internal teams.
• Escalate complex problems to appropriate departments and provide timely updates to clients.
• Actively contribute to the enhancement of implementation processes and methodologies.

Benefits

• Competitive wages and salaries, with an honest 40-hour work week.
• Wellness days – an extra day off twice a year on top of long weekends.
• Community Engagement Committee to give back to local communities.
• Flexible work day tailored to employee needs and role requirements.
• Health and dental benefits.
• Culture committee that organizes frequent fun events for holidays and special occasions.