Implementation Manager

YOU'RE FIRED UP TO:

• Lead the successful implementation of Coconut Software solutions for new customers and scoped projects for existing customers, including onboarding activities, contract-specific deliverables, training, and go-live planning.
• Build and manage end-to-end project plans, timelines, milestones, dependencies, and communication cadences across internal and external stakeholders.
• Facilitate discovery, planning, workflow, and enablement sessions with customer stakeholders to define scope, decisions, responsibilities, and success criteria.
• Act as the primary day-to-day customer contact throughout implementation, building trust, navigating questions, and ensuring customers feel guided and informed at every stage.
• Partner closely with Sales and Customer Success to ensure customer goals, value drivers, and success metrics remain aligned from pre-sale through post-sale, enabling the team to demonstrate business impact, ROI, and long-term customer value.
• Proactively identify and manage project risks, changes, and dependencies, escalating when appropriate to protect delivery timelines, customer outcomes, and implementation quality.
• Maintain strong project hygiene through accurate status reporting, timely time tracking, clear documentation, and disciplined follow-through on action items and decisions.
• Maintain project-level commercial discipline by managing to scope, identifying out-of-scope work, surfacing change requests, and flagging risks to project health early.
• Support customers through adoption readiness by coordinating training, launch preparation, and transition into ongoing support and customer success motions.
• Contribute to implementation process improvements, templates, documentation, and internal best practices that increase repeatability, efficiency, and customer outcomes.
• Share customer feedback and recurring implementation themes with internal teams to help improve product, process, and service delivery over time.

WHAT YOU BRING TO THE TEAM:

• 3-5 years of relevant experience in SaaS implementation, onboarding, professional services, consulting, or project management with external stakeholders.
• Demonstrated success leading multiple concurrent customer-facing projects from kickoff through launch in a fast-paced environment.
• Strong project management fundamentals, including planning, facilitation, risk management, and stakeholder communication.