Implementation Manager

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25 Parkville, MO, US

4 days ago Requisition

Position Summary

The Implementation Manager leads the Implementations function within the Solutions team, overseeing the successful onboarding of new and enterprise-level customers while developing the people, processes, tools, and cross-functional routines needed to deliver a consistent launch experience. This role combines people leadership, hands-on project management, customer-facing communication, operational readiness, and continuous improvement to ensure implementations are delivered on time, within scope, and aligned to customer expectations.

This individual partners closely with Sales, Account Management, Operations, Technology, Finance, and Solutions leadership to translate sold solutions into clear launch plans, manage risks and dependencies, maintain project and contract visibility, and support a clean transition to ongoing account ownership. Success in this role is measured by implementation quality, customer satisfaction, team performance, milestone completion, documentation discipline, account readiness, and the ability to improve scalable onboarding practices as eShipping grows.

Essential Duties and Responsibilities

• People leadership and team development:
  Lead, coach, and supervise Implementation team members by setting clear expectations, directing workflow, providing feedback, supporting onboarding, and helping team members grow professionally.
• Implementation strategy and execution:
  Oversee new customer implementations from post-sale transition through launch, with direct involvement in larger, enterprise-level or strategically important accounts.
• Cross-functional coordination:
  Partner with Sales, Account Management, Operations, Technology, Finance, and Solutions leadership to define scope, align resources, clarify ownership, and remove barriers to timely execution.
• Project planning and visibility:
  Build and manage implementation plans, project trackers, and work spaces in approved tools such as Basecamp, Smartsheet, or other systems appropriate to the project scope.
• Customer and stakeholder communication:
  Maintain clear, professional communication with customers and internal stakeholders through meeting recaps, status updates, follow-ups, reminders, decision logs, and action-item tracking.
• Scope, timeline, and risk management:
  Monitor implementation milestones, dependencies, customer readiness, scope changes, timeline risks, and blockers;
  ** escalate
  * * issues with appropriate context and recommended next steps.
• Contract and documentation ownership:
  Manage the customer contract approval process, send contracts through Docu Sign, and maintain organized contract records, implementation notes, customer documentation, and supporting materials in SharePoint and other required systems.
• Account and system readiness:
  Oversee accurate customer account creation and maintenance across required platforms, coordinating with the appropriate teams to support operational, financial, system, and integration readiness.
• Performance tracking:
  Track implementation performance against short- and long-term goals, including milestone completion, on-time launch, open-item resolution, projected revenue and margin expectations, and customer satisfaction.
• Process improvement:
  Identify and lead continuous-improvement initiatives that increase implementation consistency, reduce rework, improve documentation quality, clarify handoffs, and strengthen scalability across the Implementations function.
• Prospect and customer support:
  Support Sales and Solutions in presenting the onboarding…