Manager, Implementation – Enablement

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

📋 Description

• Lead, develop, and retain a team of Implementation Managers and Enablement Consultants.

• Coach team members through live feedback during engagements, structured one-on-ones, and skill enhancement.

• Establish expectations, performance benchmarks, and pathways for growth.

• Own and refine Ottimate's outcome-focused implementation methodology.

• Convert customer objectives into structured, measurable implementation experiences.

• Create and maintain implementation playbooks, frameworks, and escalation guides.

• Act as an escalation point for delivery risks and complex client challenges.

• Ensure adherence to documentation standards across active engagements.

• Guide customers through the organizational changes that accompany new AP workflows.

• Collaborate with customer leadership to foster confidence in the implementation process.

• Identify and resolve underlying issues causing stalled implementations.

• Collaborate with the Solution Architect on the transition from pre-sales scoping to implementation.

• Partner with Customer Success on account health, escalations, and the transition of customer ownership.

• Work with Product & Engineering on JIRA prioritization, custom configurations, and addressing product gaps.

• Collaborate with Sales to align customer expectations prior to contract signing.

• Represent the implementation team in cross-functional leadership discussions.

• Manage capacity planning, resource allocation, and workload oversight.

• Define and monitor implementation metrics such as time-to-live, utilization, go-live satisfaction, and delivery consistency.

• Contribute to the Services organization's strategy as Ottimate continues to scale.

⛳️ Requirements

• 7+ years of experience in SaaS implementation, professional services, or customer onboarding, with a minimum of 3-4 years in a people management or formal team lead role.

• Proven track record of building or significantly enhancing an implementation practice.

• Strong preference for experience with AP, procurement, or financial operations workflows.

• Experience with ERP or accounting system implementations (Sage Intacct, NetSuite, Acumatica, Microsoft BC) is a plus.

• Background in change management, leading customers through operational changes and guiding internal teams through process transformations.

• Outcome-driven mindset focused on delivering value to customers.

• Exceptional coaching abilities utilizing direct feedback, observation, and example.

• Consultative approach towards customers and team members.

• Ability to combine strategic thinking with practical execution.

• Strong communication skills, including delivering difficult feedback and managing customer conversations.

• Comfortable working in ambiguous situations and navigating organizational transformations.

🏝️ Benefits

• Medical, Dental, Vision, and other Company-Subsidized Benefits for you and your family.

• Employer-sponsored 401(k) with company match.

• Paid Time Off (with encouragement to utilize it).

• Annual company retreats.

• Promote-from-within philosophy.

• Empowerment to creatively solve challenging problems.

• Freedom to explore inspiring work, supported by infrastructure for continuous challenge and development.

• A growing team and startup environment where every action makes a significant impact.

• A diverse and inclusive workforce that provides a safe space for you to bring your whole self to work.