Implementation Manager
The Implementation Manager is responsible for leading end-to-end implementation of our SaaS solutions. This role partners with clients to ensure a successful onboarding experience, drives cross-functional collaboration internally, and ensures that each implementation is delivered in a timely manner and with exceptional quality. The ideal candidate brings strong project management, client management, communications skills, and has a customer-focused mindset.
Key Responsibilities
Implementation & Project Management
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Lead full lifecycle SaaS implementations—from discovery and design through configuration, testing, training, and go‑live—ensuring a smooth transition to ongoing client support.
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Manage multiple concurrent client projects, ensuring timelines, deliverables, and expectations are consistently met.
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Develop and maintain detailed project plans, tracking progress and proactively identifying risks, issues, and dependencies.
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Facilitate client workshops, requirements sessions, and solution discussions to understand needs, workflows, and success criteria.
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Guide clients through solution design and configuration decisions aligned with best practices.
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Ensure data integrity and system readiness prior to launch, coordinating internal resources and quality checks.
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Provide clear and consistent project status updates and proactively address risks to ensure successful outcomes.
Client & Stakeholder Management
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Serve as the primary point of contact for client project teams and stakeholders.
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Build strong, trust‑based relationships and deliver a positive, consultative implementation experience.
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Set clear expectations, communicate project status, and lead effective client meetings and presentations.
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Advocate for client needs internally while balancing project objectives and product capabilities.
Solution Design & Documentation
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Participate in solution design discussions and validate configuration options to meet client goals.
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Document processes, requirements, use cases, and configuration specifications.
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Contribute to internal process improvements and best practices for scalable implementation delivery.
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Act as a sales engineer for immature product use opportunities, supporting Sales and Product during pre-sales and scoping conversations.
Cross-Functional Collaboration
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Partner with Sales for seamless post-sale handoff and alignment of goals and scope.
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Work closely with Product Development to translate client needs, validate solution design, and share feedback for product enhancement.
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Collaborate with Client Success to ensure a smooth transition from implementation into long-term, ongoing support.
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Champion continuous improvement of internal onboarding practices and SOPs.
Requirements & Qualifications
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3 to 5 years' experience in SaaS implementation, project management, consulting, or related roles.
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Strong client-facing and relationship management skills.
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Demonstrated success managing complex, multi-stakeholder projects.
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Experience working with colleges, universities, or the education sector (preferred but not required).
Technical and Professional Skills
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Proficiency in project management (planning, timelines, issue tracking, risk management).
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Excellent verbal and written communication skills, including presentations.
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Strong problem‑solving mindset with the ability to simplify complex requirements.
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Ability to understand and contribute to solution design discussions.
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Highly organized, detail‑oriented, and deadline‑driven.
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Customer‑first mindset with strong accountability and ownership.
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Familiarity with agile environments and collaboration with product/engineering teams is a plus.
Soft Skills
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Ability to influence, lead discussions, and drive decision making with clients and internal teams.
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Collaborative working style across Sales, Product, Engineering, and Clien