Implementations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and expand the Implementation team, reporting directly to the Sr. Director of Client Success.

• Manage, mentor, and empower both Implementation Specialists and Senior Implementation Specialists.

• Direct, coach, and cultivate the team's development while balancing workload capacity and professional growth.

• Own and enhance scalable deployment playbooks, ready-to-use workflows, and configuration templates.

• Enhance team efficiency and minimize customer Time-to-Value.

• Oversee the implementation lifecycle for both new and existing client projects.

• Identify systemic risks, ensure quality of deliverables, and uphold deployment standards.

• Address complex account challenges, high-stakes project obstacles, root-cause analysis, and executive escalations.

• Collaborate with Sales, Product, and Engineering teams to integrate customer feedback into product improvements.

• Ensure smooth transitions throughout the account lifecycle.

• Supervise data integrity in HubSpot and other internal tools.

• Monitor account throughput, resource utilization, and implementation backlogs.

• Provide implementation status updates directly to Client Success leadership.

⛳️ Requirements

• Over 5 years of experience in client-facing SaaS implementation, consulting, or account management.

• At least 2 years of direct people management experience leading technical or onboarding teams.

• A BA/BS degree is required.

• PMP or Agile/Scrum certification is highly preferred.

• Strong proficiency with CRM and tracking systems, particularly HubSpot.

• Expertise in Microsoft Excel for data analysis.

• Proficiency in Google Suite.

• Experience managing complex implementations for public sector entities, state agencies, or K-12 educational institutions is strongly preferred.

• Ability to lead senior-level discussions, ease tensions, and navigate politically sensitive client environments.

• Focus on scalable solutions and consultative guidance.

• Understanding that seamless onboarding contributes to account growth, retention, and expansion.

🏝️ Benefits

• Positive, family-oriented team atmosphere.

• A culture that emphasizes encouragement, positive reinforcement, and gratitude.

• Healthy work-life balance.

• Salary and benefits that reflect experience.

• Equal Opportunity Employer.