Manager, Implementation Services

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

📋 Description

• Lead, mentor, and develop a team of Implementation Consultants and Project Managers, fostering accountability, collaboration, and high performance.

• Provide continuous coaching, performance feedback, and development opportunities centered on consulting, project management, customer engagement, and solution expertise.

• Guide team members in the effective and responsible use of AI-driven tools to enhance productivity, knowledge sharing, problem-solving, and service delivery.

• Ensure the successful deployment of Blackbaud Corporate Impact solutions by consistently executing implementation methodologies and best practices.

• Drive timely completion of projects, customer readiness, solution adoption, and successful go-live outcomes.

• Monitor project health, implementation quality, customer satisfaction, resource utilization, and key delivery metrics.

• Serve as an escalation point for complex projects, customer concerns, and implementation challenges.

• Collaborate with Customer Success Managers to facilitate a smooth transition from implementation to ongoing adoption and account management.

• Support strategic initiatives that enhance implementation quality, accelerate time-to-value, and improve customer outcomes.

• Develop and refine implementation processes, standards, tools, and methodologies to boost scalability, consistency, and efficiency.

• Utilize AI-driven tools, automation, and emerging technologies to enhance implementation delivery, minimize administrative overhead, improve reporting, and optimize team productivity.

• Analyze key performance indicators including implementation timelines, customer satisfaction, adoption, utilization, and project quality to promote continuous improvement.

• Foster a culture of innovation by encouraging experimentation and the adoption of new technologies that enhance customer and team outcomes.

• Collaborate with Sales, Solution Engineering, and Customer Success teams to assist in project scoping, implementation planning, and customer onboarding.

• Work with Product and Engineering teams to provide implementation feedback, client insights, and recommendations for product enhancements.

⛳️ Requirements

• 5-7 years of experience in software implementation, professional services, project management, customer success, or related SaaS delivery roles.

• 2-4 years of experience in people leadership or team management.

• Experience managing complex SaaS, CSR, grantmaking, employee engagement, or enterprise software implementations.

• Strong skills in project management, organization, and problem-solving.

• Excellent communication, presentation, and stakeholder management skills.

• Experience leveraging AI, automation, or productivity technologies to enhance operational efficiency, improve delivery processes, or boost customer outcomes.

• Proven ability to identify opportunities for innovation, process enhancements, and operational transformation.

🏝️ Benefits

• Medical, dental, and vision insurance

• Remote-flexible workforce

• Wellness Programs

• 401(k) program with employer match

• Flexible paid time off

• Generous Parental Leave

• Donations for Doers

• Pet insurance, legal and identity protection

• Tuition reimbursement program