Senior Implementation Manager

📋 Description

• Spearhead the effective deployment of Coconut Software solutions for large enterprise clients and oversee intricate expansion, migration, or phased rollout projects for existing clients.

• Manage comprehensive project delivery across various workstreams, encompassing discovery, planning, configuration, integration coordination, data readiness, testing, training, go-live planning, stabilization, and transition.

• Develop and oversee enterprise project plans, governance frameworks, communication schedules, milestones, dependencies, risks, decisions, and action items involving both internal and external stakeholders.

• Conduct intricate discovery, workflow, planning, and enablement sessions with customer stakeholders to clarify scope, requirements, responsibilities, decisions, success criteria, and rollout sequencing.

• Act as the principal implementation lead for enterprise clients, cultivating strong relationships with executive sponsors, project leaders, operational teams, and technical stakeholders.

• Navigate customers through uncertainty, changes, and competing priorities by offering recommendations, advancing decisions, and keeping teams aligned on objectives, scope, timelines, and next steps.

• Collaborate closely with Sales and Customer Success to ensure that customer objectives, value drivers, and success metrics are aligned from pre-sale to post-sale, enabling the team to showcase business impact, ROI, and long-term customer value.

• Assist in pre-implementation planning and scoped expansion discussions by shaping the implementation approach, assumptions, dependencies, and effort considerations that inform SOWs and delivery planning.

• Uphold strong project-level commercial discipline by adhering to scope, identifying out-of-scope work, surfacing change requests, and highlighting risks promptly.

• Proactively identify and manage program risks, cross-functional dependencies, customer escalations, and change impacts, escalating as necessary to protect delivery schedules, customer confidence, and implementation quality.

• Aid customers in adoption readiness by coordinating training, launch preparation, change management activities, and transitioning into ongoing Customer Success and Support initiatives.

• Act as a mentor within the Implementation team by sharing best practices and supporting escalations as required.

• Contribute to the advancement of Coconut’s implementation methodology, templates, documentation, tooling, and service packages to enhance repeatability, scalability, and customer outcomes.

• Relay customer feedback and common implementation themes to internal teams to help refine product, process, and service delivery over time.

⛳️ Requirements

• 5-7 years of relevant experience in SaaS implementation, professional services, consulting, onboarding, or project/program management involving external stakeholders.

• Proven track record of leading large, complex customer-facing implementations from initiation through launch and stabilization in a fast-paced environment.

• Extensive experience managing enterprise clients with multiple stakeholder groups, intricate workflows, technical dependencies, and phased or multi-stream delivery.

• Exceptional fundamentals in project and program management, including planning, facilitation, executive communication, risk management, and decision tracking.

• Ability to interpret implementation scope and make informed decisions that balance customer needs, delivery quality, timelines, and commercial realities.

• Experience collaborating with executive stakeholders and adjusting communication style to suit technical, operational, and leadership audiences.

• Background in a B2B SaaS environment; experience in financial services, enterprise software, or highly regulated industries is a plus.

• Technical proficiency with concepts such as APIs, webhooks, SSO, integrations, data migration, UAT, system configuration, and environment readiness.

• Strong skills in workshop facilitation, change management, and training enablement.

• Excellent written and verbal communication skills, with the capability to bring clarity and momentum to complex customer situations.

• Proven ability to mentor others and positively impact team performance without formal people leadership authority.

• Comfortable working in ambiguity and assisting in the evolution of processes, tooling, and implementation strategies as Coconut continues to grow.

• Bachelor’s degree in Business, Project Management, Computer Science, or a related field, or equivalent proven experience.

• PMP or a similar project management certification is advantageous.

🏝️ Benefits

• Competitive Salaries - we offer fair compensation based on experience and expertise, rather than negotiation skills!

• Health & Dental Benefits, Virtual Care, & Disability top-up - all available from day one!

• Access to a virtual mental health and EAP platform.

• WealthSimple GRSP & matching contributions.

• Annual Wellness Benefit ($1000 per year).

• Flexibility to work remotely - from anywhere in Canada!

• Employee Options - everyone participates in our success!

• Internet Subsidy included in each paycheck.

• Tiki Bucks Incentive Program - all employees have the opportunity to earn bonuses!

• A People First Company - rated 4.2 on Glassdoor.

• Recognized for Most Admired Corporate Cultures (2024) and ranked #22 in Best Workplaces in Canada (2025) within company size category.