Manager, Customer Implementation

This is a fully remote position, open to applicants in Alabama, +27 more states.

📋 Description

• Lead, mentor, and cultivate a team of onboarding and implementation professionals responsible for executing enterprise SaaS deployments.

• Establish expectations, track performance, provide constructive feedback, and uphold customer and delivery standards.

• Supervise ongoing implementations and leverage project and performance data to pinpoint risks and eliminate obstacles.

• Assist in managing project plans, milestones, scope, dependencies, risks, and customer communications.

• Take the lead or act as a sponsor for strategic, complex, or multi-product implementations.

• Coordinate collaboration among contributors across various teams and locations.

• Address customer escalations and navigate challenging discussions regarding scope, priorities, risks, and shifting needs.

• Collaborate with Product, Customer Success, Commercial, Support, Technical Operations, and other teams.

• Enhance methodologies, processes, documentation, and delivery standards across different regions.

• Aid the team in adopting new products, capabilities, and innovative working methods.

• Support ERP integrations and data migration efforts.

• Promote the pragmatic application of AI and automation while ensuring human oversight and sound judgment.

• Report directly to the Senior Director of Customer Implementation.

⛳️ Requirements

• A minimum of 6 years of experience in SaaS onboarding, implementation, or professional services, including complex, multi-product, or multi-solution implementations.

• At least 2 years of experience in managing, coaching, and developing a delivery team.

• Strong foundational knowledge in project management, including scope, milestones, dependencies, risks, escalations, and concurrent priorities.

• Experience engaging directly with enterprise customers and stakeholders at various organizational levels.

• Capability to lead teams through evolving priorities and changing products, processes, and customer requirements.

• Ability to balance people leadership with direct customer and project involvement.

• Exceptional written and verbal communication skills.

• Located in the US in a state where 3E is authorized to hire.

• Must be eligible to work without sponsorship.

• Preferred: experience utilizing AI tools for implementation, project management, customer communication, or operational workflows.

• Preferred: familiarity with Microsoft 365 Copilot, Microsoft Copilot Studio, Power Automate, ChatGPT Enterprise, Claude, Gemini, or similar platforms.

• Preferred: experience with AI or workflow automation.

• Preferred: understanding of responsible AI practices, including data handling, access controls, human review, and output validation.

• Preferred: experience with ERP integrations and complex data migrations, such as SAP EHS.

• Preferred: PMP or equivalent project management certification.

• Preferred: experience working with global or multicultural teams.

• Preferred: familiarity with EHS, Product Safety & Stewardship, Sustainable Supply Chain Management, or another regulated industry.

🏝️ Benefits

• Health, dental, and vision insurance.

• Life insurance and disability coverage.

• Open PTO and parental leave.

• 401(k) plan with company matching.

• Employee assistance program.

• Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness).

• Performance-based incentives may be available.

• Equity may be available depending on the position.