Implementation Manager

Implementation Delivery

• Oversee software implementations from project kickoff through go-live and transition to support.
• Ensure implementations are delivered on time, within scope, and aligned with client expectations.
• Monitor project health, milestones, dependencies, risks, and escalations.
• Identify implementation barriers and drive timely resolution across functional teams.
• Establish consistent implementation processes, standards, and best practices.

Team Leadership & Development

• Lead, coach, and develop implementation consultants, specialists, and/or trainers.
• Set clear performance expectations and provide ongoing feedback and coaching.
• Assess team capabilities and identify skill gaps, training needs, and development opportunities.
• Support succession planning, talent development, and retention.
• Promote accountability, collaboration, and continuous improvement.

Resource & Capacity Management

• Align implementation resources with workload, project complexity, required skill sets, and client priorities.
• Monitor team capacity, utilization, and upcoming demand.
• Assign or influence project staffing based on experience and implementation requirements.
• Identify resource constraints and proactively recommend staffing or workload adjustments.

Client Experience

• Serve as a leadership escalation point for implementation-related client concerns.
• Ensure teams establish clear expectations regarding scope, timelines, responsibilities, and deliverables.
• Monitor implementation quality and client satisfaction.
• Partner with clients and internal stakeholders to address risks that could impact adoption or go-live success.

Cross-Functional Leadership

• Collaborate with Sales, Product, Support, Customer Success, Professional Services, and other operational teams.
• Facilitate effective handoffs from sales through implementation and from implementation to ongoing support.
• Communicate recurring client needs, product gaps, and implementation challenges to appropriate stakeholders.
• Ensure commitments made during the sales process are understood and operationally achievable.

Operational & Financial Management

• Monitor key implementation metrics such as:
• Time to go-live
• Project duration
• Utilization
• Capacity
• Client satisfaction
• Project completion rates
• Forecast accuracy
• Implementation backlog
• Maintain accurate project/resource forecasts and communicate changes in expected demand.
• Ensure appropriate time tracking, project documentation, and operational reporting.
• Identify opportunities to increase efficiency, scalability, and profitability of implementation services.

Process Improvement & Strategy

• Standardize implementation methodologies, documentation, tools, and workflows.
• Analyze implementation trends to identify recurring operational issues.
• Develop scalable approaches for different client sizes, complexity levels, or implementation models.
• Partner with leadership on initiatives to improve the overall implementation operating model.
• Support adoption of new tools, automation, remote delivery models, and process improvements.

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 5+ years of experience in software implementation, professional services, project management, or a related client-facing function.
• 3+ years of people management or team leadership experience, including coaching, performance management, and employee development.
• Demonstrated experience managing multiple concurrent software implementation projects with varying levels of complexity.
• Strong understanding of the software implementation lifecycle, including discovery, configuration, testing, training, go-live, and transition to support.
• Experience managing resource capacity, workload prioritization, and project assignments.
• Strong project management skills with the ability to manage scope, timelines, dependencies, risks, and escalations.
• Proven ability to establish and manage client expectations and navigate challenging client situations.
• Strong written and verbal communication skills with the ability to communicate effectively with clients, team members, and senior leadership.
• Demonstrated ability to collaborate across Sales, Product, Support, Customer Success, and other internal teams.
• Strong analytical and problem-solving skills with the ability to identify trends, root causes, and opportunities for operational improvement.
• Ability to establish accountability while fostering a positive, collaborative, and high-performing team environment.
• Comfortable working in a fast-paced environment with changing priorities and competing demands.
• Ability to travel.

Preferred Qualifications

• Experience managing a Professional Services or Implementation team within a SaaS or enterprise software organization.
• Experience with implementation methodologies, project management tools, CRM systems, and resource planning tools.
• Experience developing or improving standardized implementation processes, playbooks, templates, and delivery methodologies.
• Demonstrated success improving operational metrics such as time to go-live, utilization, implementation capacity, forecast accuracy, project quality, and client satisfaction.
• Experience leading organizational or operational change.
• Project management certification such as PMP, CAPM, or similar.
• Prior experience implementing software solutions within the K-12 education market, including experience working with school districts, administrators, and other education stakeholders.