Implementation Manager

3 weeks ago

Ottawa, Canada i-Sight Full time

Free to be remarkable._

With the feel and soul of a startup, i-Sight offers an alternative to case management enterprise software that blows the competition away.

You don’t get a dream team this awesome without knowing how to let loose. While our team prides itself on surpassing customer expectations, executing as part of a high-performance team, and supporting the career growth of champions, we never forget the importance of a healthy work life balance that gives personal priorities as much weight as the job. When you take care of your own, they come back and crush deliverables with care and mastery.

**What You’ll Get by Joining our Team**:

- You will be embraced by a massive community of like-minded individuals
- You will level up your skills and experience what true mastery feels like
- You will get your fingerprints on really cool stuff

**Perks and Benefits**:

- Casual and flexible work environment, including the ability to work fully remote
- Competitive company-paid benefits plan
- Generous professional development budget
- Half day Fridays in the summer

**What You’ll Do**

As an Implementation Manager, you will perform a pivotal role of leading a team of implementation resources focused on a value proposition centric approach to implementing and configuring our investigative case management SaaS offerings. You will be responsible for enabling team members to drive end-to-end implementations and empowering strong adoption of the solution while setting the base for long-term retention. You will become an implementation process, product, and investigative process expert and leverage that knowledge to support talent development and internal and external execution on high quality customer implementations. Internally, you will work cross-functionally as facilitator to ensure your customer and team needs are met throughout the implementation lifecycle.

**Main Responsibilities**:

- Lead a team of direct reports who are responsible for executing the entire implementation process from late-stage sales cycle through go-live and adoption for all new and existing customer product onboardings
- Cultivate talent and enable team members to develop by facilitating ongoing support, coaching, motivation, and career development while helping to effectively address the resource requirements dictated by current and future implementation projects
- Develop a deep understanding of the customer implementation process to support reduction of friction, drive speed to value, and facilitate adoption by customers as well as provide a point of escalation, overarching project support, and customer relationship management
- Become a product and industry expert as well as support design, implementation, and refinement of processes with best practices throughout the lifecycle of implementation that elevates the customer experience while ensuring a purpose-built implementation of the product
- Exercise analytic capabilities by helping team members and customers determine work-around solutions to their business needs while acting as a liaison to our product team to communicate future considerations for the product roadmap
- Drive accountability for implementation execution and consistently review OKRs and key metrics as well as support refining OKRs as the team and business grows
- Collaborate with cross-functional stakeholders including sales, product, development, and IT to facilitate implementations, improve the customer experience, and serve as a conduit for feedback

**Qualifications**:

- Multiple years of customer facing experience implementing, supporting, and training on SaaS products or within the technology space
- Prior leadership experience preferred
- Proven ability to communicate, present, and influence credibility at all levels of the organization, including executive and C-level
- Experience leading the design, implementation, and refinement of processes throughout the implementation life cycle
- Creative problem-solving skills under pressure while working through customer issues

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