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

📋 Description

• Lead a group of Implementation Managers to provide customer-centric onboarding experiences for key clients.

• Supervise the daily implementation process, ensuring that projects are completed on schedule, adhere to quality benchmarks, and prepare clients to activate and utilize their solutions.

• Align project plans with customer outcomes and establish milestones that facilitate timely value realization.

• Address customer escalations and obstacles while ensuring effective communication and a positive customer experience.

• Mentor and develop Implementation Managers through practical advice, compassionate leadership, and continuous feedback.

• Track KPIs such as time to value, activation readiness, timely delivery, CSAT, utilization, and escalation patterns.

• Promote the consistent application of project plans, RAID logs, documentation standards, and status updates.

• Distribute assignments evenly and proactively manage the team's workload.

• Collaborate with Product, Support, Customer Success, Content, and Sales teams to eliminate blockers and ensure smooth transitions.

• Facilitate the adoption of new tools, processes, and expectations.

⛳️ Requirements

• A minimum of 3 years’ experience in SaaS implementation, delivery management, onboarding, or professional services, including team leadership experience.

• Proven track record in managing customer implementations or programs involving multiple stakeholders.

• Strong aptitude for coaching, performance enhancement, and building a positive culture.

• Excellent customer-facing and executive communication skills, with the ability to handle challenging conversations effectively.

• Familiarity with project plans, RAID logs, CRM/PSA systems (Salesforce preferred), and implementation methodologies.

• Experience in managing KPIs and converting performance insights into operational improvements.

• Bachelor’s degree or equivalent professional experience.

• Leadership or project management certification is advantageous.