Senior Implementation Manager

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

📋 Description

• Act as the main point of contact for partners during the implementation phase.

• Manage enterprise, strategic, and multi-product/multi-campus accounts.

• Facilitate successful adoption, onboarding, and launches, including the transition to Partner Success.

• Guide partners on best practices for change management.

• Identify and alleviate partner and delivery risks in collaboration with Partner Success.

• Work alongside Product and Technical Integrations to establish implementation methodologies, configuration standards, and documentation.

• Enhance implementation processes for data-intensive and complex projects such as CRM.

• Contribute to the improvement of team-wide processes and standards.

• Mentor Implementation Managers and Associates.

• Act as an escalation point for intricate partner relationship or delivery issues.

• Maintain account project timelines using tools such as Asana, Salesforce, and other project management software.

• Collaborate with internal teams to fulfill implementation tasks.

• Manage time, completion timelines, calendars, and partner expectations.

• Set up automated SFTP integrations to enhance ongoing data synchronization.

• Support field mapping and data alignment efforts, acting as a liaison between partners and technical teams.

⛳️ Requirements

• 4-6+ years of experience in implementation, onboarding, or customer-facing SaaS roles.

• Minimum of 1-2 years in managing enterprise or strategic accounts.

• Required: At least 3 years of hands-on CRM implementation experience, covering configuration, data migration, workflow/automation setup, and integrations.

• Familiarity with higher education-specific CRM platforms like EAB Navigate, Slate, Salesforce Education Cloud/EDA, Element451, Ellucian CRM Recruit/Advise, or similar is a significant advantage.

• Experience in managing multi-threaded stakeholder relationships.

• Proficiency in change management.

• Capability to coach and mentor colleagues.

• Outstanding communication and customer service abilities; high emotional intelligence.

• Project management skills and familiarity with project management tools.

• Experience in teaching and facilitation.

• Background in higher education is a plus.

• Self-motivated with excellent problem-solving skills and the ability to work with minimal oversight.

• Customer-centric mindset.

• Must provide 3 references, ideally including 2 former managers.

🏝️ Benefits

• Remote-friendly work environment.

• Unlimited paid time off.

• Paid parental leave.

• Competitive salary.

• Provision of new Apple hardware.

• 401k matching available.

• Comprehensive health and wellness benefits.

• Meaningful work within the higher education sector.

• Collaborative, values-driven, and inclusive culture.

• Opportunities for professional growth at a rapidly scaling EdTech company.