Implementation Manager

Who We Are Looking For

The Implementation Manager is responsible for managing the end-to-end process of onboarding new customers and ensuring the successful deployment and adoption of our software solutions. This role will focus on building and maintaining strong client relationships, providing guidance throughout the implementation lifecycle, and ensuring that client expectations are met or exceeded. The Implementation Manager will also work closely with cross-functional teams to ensure the software solution aligns with client needs, business goals, and success criteria.

Location: Annapolis, MD | Hybrid

What You Will Work On

Client Relationship Management:

• Build and maintain strong, long-term relationships with clients, ensuring their ongoing satisfaction and success with our SaaS products.
• Serve as the primary point of contact for clients during the implementation phase, providing clear communication and managing expectations
• Understand the client's business use cases, goals, and success criteria to tailor the implementation process to their needs.

Product Knowledge

• Ability to provide a detailed-level overview and configuration of all features & functionalities on all product offerings.

Implementation Process Management:

• Manage and oversee the entire software implementation process, ensuring a smooth transition from onboarding to full deployment.
• Coordinate with cross-functional teams (e.g., product, technical support, engineering) to ensure successful and timely delivery of the solution
• Define and manage project timelines, milestones, and deliverables.
• Set proper expectations with clients regarding timelines, deliverables, and project milestones.
• Work closely with clients to gather requirements, define success criteria, and ensure the implementation is aligned with their business objectives.

Best Practices & Guidance:

• Provide clients with best practices and guidance on how to optimize the use of the software to meet their business needs.
• Proactively identify areas for optimization and improvement in the client's implementation and usage.

Customer Satisfaction & Retention:

• Proactively monitor the progress of the implementation and address any roadblocks or concerns that may impact client satisfaction.
• Focus on customer success and ensure that clients are realizing the full value of the software.
• Provide ongoing support and ensure a smooth transition to the post-implementation phase.

Communication & Reporting:

• Maintain clear and consistent communication with clients, keeping them informed of project progress, changes, milestones and deliverables.
• Leverage CRM tools to track client interactions, manage accounts, and document key information.
• Utilize JIRA to manage project tasks, track issues, and ensure clear communication between internal teams and clients.

Collaboration & Cross-functional Support:

• Work closely with sales, product, and customer support teams to ensure seamless handoffs and continuous client success.
• Provide feedback fro clients to internal teams to contribute to product improvements and feature requests.
• Serve as a liaison between the client and technical teams to ensure that client needs are understood and met.

What You Will Bring

Experience:

• 3+ years of experience in SaaS software implementation or customer success roles.
• Proven track record of managing client relationships and successfully delivering software implementations.
• Familiarity with SaaS applications, onboarding, and best practices for deployment and adoption.

Technical Proficiency:

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams).
• Experience using Client Relationship Management (CRM) tools (e.g., Salesforce, Certinia) to track client interactions and manage projects.
• Familiarity with project management tools like JIRA for tracking tasks, issues, and communication.

Client-Centric Skills:

• Strong client-facing communication skills, with the ability to set proper expectations and manage client needs.
• Exceptional communication skills (both written and verbal), with an ability to clearly explain technical concepts to non-technical stakeholders.
• Excellent project management skills, including the ability to manage multiple implementations simultaneously.

Problem-Solving & Critical Thinking:

• Strong analytical skills with the ability to assess complex client needs and provide tailored solutions.
• Strong problem-solving skills and the ability to proactively resolve issues.
• Ability to work under pressure and manage competing demands in a fast-paced, dynamic environment.

Preferred Qualifications:

• Experience working in a client-facing role in the SaaS industry.
• Project management certification (e.g., PMP, ScrumMaster) is a plus.
• Familiarity with Agile methodologies and working within Agile environments.

Education: Bachelor's degree in Business, Information Technology, or a related field (or equivalent experience).

Salary: $80,000 - $85,000 based on qualifications and experience