Implementation Manager

This is a fully remote position, open to applicants in Oklahoma, +1 more state.

📋 Description

• Lead client-facing implementation initiatives for the Trio platform across Managed Service Provider (MSP) and Software as a Service (SaaS) client environments.

• Take ownership of the implementation process from initial setup to going live.

• Oversee implementation timelines, deliverables, and client expectations.

• Ensure that platform configurations meet client specifications.

• Conduct client onboarding sessions, platform training, implementation walkthroughs, demonstrations, and knowledge transfer.

• Advise clients on platform functionalities, workflows, and best practices.

• Provide support to clients during the go-live phase and the initial stages of adoption.

• Facilitate discovery sessions to gather insights into client needs, workflows, and business requirements.

• Convert client requirements into system configurations and implementation strategies.

• Identify gaps, risks, and opportunities in the implementation process.

• Collaborate with Product and Engineering teams to convey client requirements and feedback.

• Work together with Sales, Account Management, and Program Management teams.

• Coordinate internal resources and act as a liaison between clients and internal teams.

• Configure workflows, system setups, and platform components.

• Validate configurations to ensure accuracy before going live.

• Track progress and address any issues or obstacles that arise.

• Enhance implementation workflows, tools, processes, practices, and playbooks.

• Develop an in-depth understanding of the Trio platform for both MSP and SaaS applications.

• Support internal enablement by disseminating platform knowledge and best practices.

• Establish strong working relationships with client stakeholders to foster positive client outcomes.

⛳️ Requirements

• High School Diploma or GED is required.

• 5–7 years of experience in implementation, operations, or client onboarding is essential.

• Proven experience in leading client-facing software or platform implementations.

• Background in delivering client training, demonstrations, or onboarding sessions.

• Strong aptitude for translating business needs into system configurations.

• Experience in managing implementation timelines and deliverables is necessary.

• Excellent communication and client engagement skills are required.

• Ability to collaborate across various functions, including Product, Engineering, Sales, and Operations teams.

• Willingness to travel 10–25% for client implementations, go-live support, and training sessions.

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) is needed.

• Proven ability to leverage AI-enabled tools to enhance workflows, documentation, and efficiency.

• Preference for candidates in the Central time zone; consideration for Mountain time zone will be given.

• Access to an airport for occasional client travel is required.

• Preferred qualifications include a Bachelor's degree in Business, Operations, Information Systems, or a related field.

• Preferred: Certified Project Management Professional (PMP) or willingness to obtain PMP certification within 12 months.

• Preferred experience in MSP, SaaS, or workforce solutions environments.

• Preferred experience in managing complex or multi-stakeholder implementations.

• Preferred experience in workflow configuration, system setup, or operational tools.

• Preferred experience in facilitating client adoption and change management.

• Preferred experience utilizing AI tools to enhance implementation efficiency and client enablement.

🏝️ Benefits

• Fully remote work is approved for the right candidate.

• Occasional client travel (10–25%) is expected.

• Professional development opportunities are available, including support for PMP certification or a willingness to obtain PMP.

• Access to an airport for occasional client travel is necessary.