Implementation Manager

About the Role
  
Our Client is looking for an experienced Implementation Manager (IM) who is passionate about leading enterprise software deployments and using product expertise to ensure customers achieve long-term success. In this role, you will lead customer implementation projects and collaborate closely with Customer Success Managers, Sales, and Product teams. Responsibilities include gathering customer requirements, overseeing data migration, managing system integrations, and coordinating user training. This position requires exceptional communication, organizational ability, and project management skills to effectively handle multiple complex initiatives at once.
  
Key Responsibilities

• Lead customer implementation projects of varying complexity, ensuring clients go live on the platform on schedule and in alignment with their expectations.
• Manage multiple concurrent implementations, balancing priorities, mitigating risks, and handling escalations while adhering to project timelines and deliverables.
• Act as a trusted advisor by working closely with customers to understand their business and technical needs, positioning them for long-term success.
• Configure the platform effectively based on project scope, customer objectives, and documented requirements.
• Develop and oversee a data migration plan, coordinating with internal teams to ensure accurate and timely execution.
• Partner with Product and Engineering to address customer feature requests and support integrations with other systems in the client’s technology ecosystem.
• Work alongside the assigned Customer Success Manager to identify the critical components of a successful implementation.
• Support long-term customer success by ensuring that implementation outcomes align with ongoing goals, growth plans, and overall satisfaction.

Requirements

• 4+ years of experience in a customer-facing implementation role within a B2B SaaS environment.
• Strong background in project planning and risk management across multiple concurrent initiatives.
• Experience functioning not only as a project manager but also as a product specialist and consultative partner to customers.
• Familiarity with both waterfall and agile (e.g., Scrum) delivery methodologies.
• Solid understanding of data workflows, ETL processes, migration activities, and general software/web technologies.
• Excellent communication, presentation, and customer engagement skills.
• Highly organized with strong time-management abilities and the capacity to juggle multiple priorities effectively.
• Proficient with tools such as Microsoft Office, Smartsheet, Jira, and comparable project or productivity platforms.
• Self-driven, deadline-oriented, and comfortable working in a remote or distributed environment.