Implementation Manager
About the role
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.
Collaborative working style across Sales, Product, Engineering, and Client Success teams.
Comfortable in a dynamic, fast‑moving environment.
Perks & Benefits
Competitive salary + annual bonus
Flexible PTO and hybrid/remote work options
Full medical, dental, and vision coverage
401K with generous company match + financial planning
Company-paid life and disability insurance
Collaborative and purpose-driven culture