Senior Manager, Implementation

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

📋 Description

• Guide, mentor, and nurture a team of Implementation Project Managers.

• Establish clear objectives and performance standards, hold the team accountable, and foster opportunities for growth.

• Act as the escalation point for intricate, high-impact projects.

• Cultivate a culture of responsibility and ongoing improvement.

• Manage the staffing model and determine project capacity, hiring requirements, and candidate profiles.

• Develop onboarding and training programs for new implementers.

• Create project plans that include milestones, responsible parties, and timelines to ensure successful go-lives.

• Lead technically sophisticated implementations that involve data integrations, workflow configurations, and API-based setups.

• Convert customer business needs into technical specifications and align project scope with Product and Engineering teams.

• Identify potential risks, eliminate obstacles, and guarantee smooth transitions between Sales, Solutions Consulting, Implementation, Engagement Management, and PE Ops.

• Set objectives, KPIs, scalable processes, and data-driven implementation milestones.

• Develop scoping and SOW pricing models and collaborate with Sales to position and market implementation services.

• Manage time-to-live, hours per implementation, and utilization by tier.

• Construct dashboards and operational rhythms to oversee implementation performance.

• Collect and disseminate customer insights to enhance the product and onboarding experience.

• Drive paid services to achieve margin neutrality or profitability with cost thresholds by tier.

⛳️ Requirements

• Over 7 years of experience in SaaS implementation, technical project management, or professional services.

• More than 3 years of people management experience directly leading and developing an Implementation team.

• Proven history of managing complex, enterprise B2B SaaS implementations from start to finish.

• Strong technical expertise in data integrations, API-based setups, and workflow configuration.

• Capability to bridge communication between business and engineering teams.

• Experience in creating implementation processes and operational models from scratch in a scaling environment.

• Demonstrated ability to reduce implementation timelines while maintaining quality, with measurable enhancements in hours and weeks.

• Experience in independently managing complex customer escalations with poise.

• Previous experience in a scaling B2B SaaS startup environment.

• Familiarity with a configuration-intensive, complex sector.

• Strong proficiency with AI and project management tools.

• A data-driven approach to overseeing delivery and performance.

🏝️ Benefits

• Equity.

• Benefits included as part of the total compensation package.