Implementation Manager

Job description

The Implementation Manager is responsible for leading end-to-end implementation of our SaaS solutions. This role partners with clients to ensure a successful onboarding experience, drives cross-functional collaboration internally, and ensures that each implementation is delivered in a timely manner and with exceptional quality. The ideal candidate brings strong project management, client management, communications skills, and has a customer-focused mindset. ### Key Responsibilities ### **Implementation & Project Management** - Lead full lifecycle SaaS implementations—from discovery and design through configuration, testing, training, and go‑live—ensuring a smooth transition to ongoing client support. - Manage multiple concurrent client projects, ensuring timelines, deliverables, and expectations are consistently met. - Develop and maintain detailed project plans, tracking progress and proactively identifying risks, issues, and dependencies. - Facilitate client workshops, requirements sessions, and solution discussions to understand needs, workflows, and success criteria. - Guide clients through solution design and configuration decisions aligned with best practices. - Ensure data integrity and system readiness prior to launch, coordinating internal resources and quality checks. - Provide clear and consistent project status updates and proactively address risks to ensure successful outcomes. ### Client & Stakeholder Management - Serve as the primary point of contact for client project teams and stakeholders. - Build strong, trust‑based relationships and deliver a positive, consultative implementation experience. - Set clear expectations, communicate project status, and lead effective client meetings and presentations. - Advocate for client needs internally while balancing project objectives and product capabilities. ### Solution Design & Documentation - Participate in solution design discussions and validate configuration options to meet client goals. - Document processes, requirements, use cases, and configuration specifications. - Contribute to internal process improvements and best practices for scalable implementation delivery. - Act as a sales engineer for immature product use opportunities, supporting Sales and Product during pre-sales and scoping conversations. ### Cross-Functional Collaboration - Partner with Sales for seamless post-sale handoff and alignment of goals and scope. - Work closely with Product Development to translate client needs, validate solution design, and share feedback for product enhancement. - Collaborate with Client Success to ensure a smooth transition from implementation into long-term, ongoing support. - Champion continuous improvement of internal onboarding practices and SOPs. ### Requirements & Qualifications - 3 to 5 years' experience in SaaS implementation, project management, consulting, or related roles. - Strong client-facing and relationship management skills. - Demonstrated success managing complex, multi-stakeholder projects. - Experience working with colleges, universities, or the education sector (preferred but not required). ### **Technical and Professional Skills** - Proficiency in project management (planning, timelines, issue tracking, risk management). - Excellent verbal and written communication skills, including presentations. - Strong problem‑solving mindset with the ability to simplify complex requirements. - Ability to understand and contribute to solution design discussions. - Highly organized, detail‑oriented, and deadline‑driven. - Customer‑first mindset with strong accountability and ownership. - Familiarity with agile environments and collaboration with product/engineering teams is a plus. ### **Soft Skills** - Ability to influence, lead discussions, and drive decision making with clients and internal teams. <