Software Implementation Lead

Customer Onboarding

• Manage the full onboarding and implementation lifecycle for customers.
• Own and execute technical setup of customer tenants/environments.
• Coordinate schedules, deliverables, and cross-functional collaboration between internal teams and customers.
• Work with content and creative teams to develop a scalable library of onboarding materials.
• Track and analyze implementation duration, effort, and quality to drive continuous improvement.

Customer Adoption & Success

• Build and maintain a system to measure short- and long-term customer adoption post-go-live.
• Partner with the Training Lead and Data Specialists to review customer usage data and identify adoption gaps or optimization opportunities.
• Collaborate closely with Customer Success, Product, and Support teams to ensure customers realize measurable value and achieve their goals.
• Provide recommendations to customers on best practices, configuration decisions, and product utilization.
• Support the Product team with overflow items such as initial implementation setup, customer communication, and occasional QA testing.

Process Improvement & Tooling

• Develop, refine, and document implementation processes, workflows, and templates to ensure efficiency and repeatability.
• Introduce project tracking/reporting tools that improve visibility and predictability for both internal teams and customers.
• Gather feedback from customers and internal stakeholders to inform improvements in onboarding, product capabilities, and service delivery.

Work Environment

• Hybrid Schedule: This position requires working onsite in our Birmingham, AL office three days per week, with two days remote.

Do you have experience in Cross-functional team management?, You excel at guiding cross-functional teams through complex implementations. You enjoy optimizing workflows, building scalable processes, and leveraging data to improve outcomes. Data and analytics excite you. You're naturally curious and have a talent for anticipating risks before they become blockers. Experience working with Financial Institutions is highly valuable given our customer base., * 3+ years of Project Management experience in SaaS, software implementation, or related environments.

• Strong organizational, communication, and cross-functional leadership skills.
• Ability to manage multiple projects simultaneously while maintaining attention to detail.
• Experience with implementation methodologies, customer success frameworks, and SaaS adoption metrics (preferred).
• Comfort with technical concepts and ability to work closely with engineering/technical teams.
• Experience working with Financial Institutions or similarly regulated industries is a plus.
• PMP, CSM, or similar certifications are a bonus but not required.