About the Role
Lead Implementation Manager
Delivery/Implementation Remote
The Opportunity:
Full Time
We are seeking aLead Implementation Manager, independently motivated and ready to make our high-functioning Implementation Team even better. As a Lead 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, and 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.
Key Responsibilities:
- Client Onboarding: Serve as the primary point of contact for clients during the onboarding process. Conduct kickoff meetings, gather business processes and resulting requirements, and provide expert guidance on best practices for implementing and configuring our SaaS products to meet their unique needs.
- Project Management: Carry out basic project management activities, notably that the work you are delivering falls within the scope of the implementation, that there are well planned & reliable communications, that you continuously evaluate points of risk and opportunity, and providing customer advice and assistance with their change management.
- Product Configuration: Customize system settings, workflows, and integrations to align with client requirements while using out-of-the-box functionality to minimize customizations whenever possible. Depending on the product you may also:
- Work extensively in Excel to prepare data and carry out initial data load;
- Write simple scripts;
- Author ad hoc reports on behalf of the customer.
- Cross-Functional Collaboration: Work closely with sales, product management, customer success, and technical support teams to ensure a seamless transition from the sales cycle to adoption. Foster strong relationships with internal stakeholders, using effective communication to influence product design and customer life-cycle to deliver a coherent, high quality, client experience.
- Training and Documentation: Engage the project team to develop and deliver comprehensive training sessions to educate clients on the features and functionalities of our SaaS products. Create and maintain implementation documentation, user guides, and knowledge base articles to support clients throughout the onboarding process ensuring the customers complete adoption of their product.
- Issue Resolution: Identify and address implementation challenges, working closely with internal teams to troubleshoot and resolve issues promptly. Escalate complex problems to appropriate departments and provide timely updates to clients, ensuring their concerns are addressed effectively.
- Continuous Improvement: Actively contributes to the enhancement of implementation processes and methodologies.
- Leadership: Lead a team of Implementation Managers to ensure successful onboarding of new customers and delivery of professional services. Act as the primary point of escalation, providing guidance, coaching, and development to enable the team’s success. Foster a collaborative and supportive environment, empowering team members to excel in their roles and deliver exceptional service to our customers. In the absence of the direct manager, temporarily assume their responsibilities as needed.
- Data Management: Assist in collecting, tracking, and reporting on various data sets and metrics. Continuously conduct data analysis to enhance support for business requirements, ensuring informed decision-making and optimization of processes.
Requirements:
- Bachelor’s degree in a relevant field (e.g., Business, Computer Science, Information Systems) or equivalent practical experience.
- 4+ years of experience in a client-facing implementation role, preferably in the SaaS industry.
- Advanced understanding of software implementation processes, methodologies, and best practices.
- Excellent communication and interpersonal skills, with the ability to build rapport, effectively collaborate with clients and internal teams, and be able to take the lead in a workshop environment.
- Technical aptitude- the ability to quickly learn and navigate new software applications, and the ability to identify and address implementation challenges effectively.
- Advanced 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 Autotask, Asana, or similar software for project tracking and time management is a plus.