Implementation Manager

2 weeks ago

Ontario Canada, Canada Sage Recruiting Full time

Sage Recruiting is looking for an Implementation Manager to join a SaaS company building software for nonprofits and associations. Our client offers a diverse range of solutions, including membership management, content management systems, communication tools, event solutions, and more. They are dedicated to using cutting-edge technology to deliver exceptional results while ensuring an unparalleled customer experience.


As an Implementation Manager, your primary role will involve overseeing the successful configuration and deployment of their CRM-based SaaS projects for their clients. You will act as the main point of contact for clients, ensuring clear communication and effective management of their expectations. You will also gather and analyze client requirements, manage multiple projects, and lead the implementation team while working closely with cross-functional teams to ensure seamless solution deployment. This role will allow you to take the lead on implementation projects while supporting and mentoring a team of implementation specialists. You’ll need strong organizational and communication skills to manage multiple projects and own the client relationship. If you are ready to thrive in a dynamic environment and make a significant impact, this role is a perfect fit for you


What you will be doing

  • Act as the primary point of contact for clients during the implementation process, ensuring a smooth and efficient project experience from onboarding to deployment.
  • Gather and assess client requirements through discovery sessions, participate in eliciting and analyzing business requirements, and translating them into clear, actionable tasks for the implementation team.
  • Lead 2+ implementation specialists in delivering projects, providing guidance, support, and mentorship throughout the project lifecycle.
  • Collaborate with cross-functional teams, including product, engineering, and customer success, to ensure timely and successful implementation.
  • Utilize Jira for project management, ensuring all tasks are tracked and completed on time.
  • Maintain thorough and organized documentation using Confluence, ensuring all processes and project updates are easily accessible.
  • Facilitate internal communication through Slack to ensure alignment across teams and to address any project blockers promptly.
  • Lead meetings with clients to manage expectations, troubleshoot issues, and ensure high levels of client satisfaction.
  • Maintain strong relationships with clients, acting as a trusted advisor and partner throughout the implementation process.


What we are looking for

  • 5+ years of experience leading B2B SaaS implementation projects
  • Bachelor’s in Computer Science or equivalent degree
  • Proven ability to gather and analyze Technical requirements and translate them into actionable project plans
  • Deep understanding of data migration and software configuration
  • Comfortable being the main point of contact for clients, managing expectations, and handling difficult conversations
  • Excellent organizational and communication skills, with a strong ability to prioritize and manage multiple projects simultaneously
  • Experience leading teams of implementation specialists through large projects
  • Strong collaboration skills and the ability to work cross-functionally with product, engineering, and customer success teams
  • Ability to thrive in a fast-paced, dynamic environment


Nice to have:

  • Experience working with SaaS products in a startup environment
  • Experience with CRM and/or ERP software configuration
  • Experience with change management and process improvement in client-facing projects
  • Proficient in using Jira for project management


What we offer

  • Competitive salary: CAD $80-95K and paid time off
  • Fully remote work options + flexible hours
  • Professional development and career growth opportunities
  • Comprehensive medical, dental, and vision benefits plan
  • Life, disability and critical illness insurance
  • Employee Assistance Program (EAP)

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