Manager, Implementation

About the Role

Key Responsibilities

• Lead the Central Region Professional Services team, including project managers, consultants, and technical experts.
• Oversee the full lifecycle of service engagements—from onboarding and implementation to optimization and expansion.
• Ensure delivery excellence across all engagements, maintaining high standards of quality, timeliness, and customer satisfaction.
• Manage a diverse portfolio of enterprise customer projects across the Central U.S. including implementations and managed services.
• Drive consistent project governance, risk management, and change control practices.
• Provide accurate forecasting, reporting, and insights to internal and external stakeholders.
• Act as a trusted advisor to senior client stakeholders, aligning services with business outcomes and KPIs.
• Serve as an escalation point for critical initiatives and ensure proactive resolution of issues.
• Collaborate with Customer Success, Sales, and Product teams to drive value realization and account growth.
• Design and implement scalable service delivery models tailored to regional needs.
• Introduce best practices, tools, and methodologies to improve efficiency and standardization.
• Lead initiatives to enhance team capabilities, knowledge sharing, and continuous improvement.
• Build, mentor, and inspire a high-performing regional services team.
• Foster a culture of accountability, collaboration, and innovation.
• Support career development and performance management for team members.

Requirements

• 7+ years in Professional Services, Consulting, or Enterprise Software Delivery roles.
• 3+ years in leadership roles managing cross-functional services teams.
• Proven experience in SaaS/CCaaS implementations and enterprise software deployments.
• Strong understanding of SaaS platforms, cloud architecture (AWS, Azure, GCP), and CRM ecosystems.
• Exceptional communication and stakeholder management skills.
• Willingness to travel up to 20% across the Central U.S. and Canada.

Nice to Have

• Experience with services operations, practice development, and P&L management.

Qualifications

• Educational background is not explicitly specified in the description.

Benefits & Perks

• Comprehensive health plans, well-being programs, and financial protection.
• Discretionary bonus plan, commission plan, and/or equity plan depending on role.
• Highly competitive benefits package including 401k with 100% vested company contributions, flexible paid time off, holidays, caregiver and parental leaves, life and disability insurance, and health coverage (medical, dental, vision, prescription).