Implementation Manager; Grants

Overview

The Opportunity

We are seeking an Implementation Manager, independently motivated and ready to make our high-functioning Implementation Team even better. As an Implementation Manager, you will be our new customers’ primary contact, overseeing the onboarding process from end-to-end. This role involves requirements gathering, configuring our SaaS products to meet those requirements, basic project management activities, and ensuring a smooth transition from sales to adoption.

You will collaborate closely with cross-functional teams, including sales, product management, customer success, and technical support, to deliver exceptional client experiences and drive customer satisfaction.

• Client Onboarding:
  Serve as the primary point of contact for clients during the onboarding process. Conduct kickoff meetings, gather business processes and resulting requirements, and provide expert guidance on best practices for implementing and configuring our SaaS products to meet their unique needs.
• Project Management:
  Carry out basic project management activities, ensuring work falls within the scope of the implementation, maintaining well-planned and reliable communications, evaluating risks and opportunities, and advising customers on change management.
• Product Configuration:
  Customize system settings, workflows, and integrations to align with client requirements while using out-of-the-box functionality to minimize customizations. Depending on the product, you may also:
• Work extensively in Excel to prepare data and carry out initial data loads
• Write simple scripts
• Author ad hoc reports on behalf of the customer

Work closely with sales, product management, customer success, and technical support teams to ensure a seamless transition from the sales cycle to adoption. Foster strong relationships with internal stakeholders, using effective communication to influence product design and the customer lifecycle to deliver a coherent, high-quality client experience.

Engage the project team to develop and deliver comprehensive training sessions to educate clients on the features and functionalities of our SaaS products. Create and maintain implementation documentation, user guides, and knowledge base articles to support clients throughout the onboarding process and ensure customer adoption.

Identify and address implementation challenges, working closely with internal teams to troubleshoot and resolve issues promptly. Escalate complex problems to appropriate departments and provide timely updates to clients, ensuring their concerns are addressed effectively.

Actively contribute to the enhancement of implementation processes and methodologies.

• Bachelor's degree in a relevant field (e.g., Business, Computer Science, Information Systems) or equivalent practical experience.
• 3+ years of experience in a client-facing implementation role, preferably in the SaaS industry.
• Strong understanding of software implementation processes, methodologies, and best practices.
• Excellent communication and interpersonal skills, with the ability to build rapport, effectively collaborate with clients and internal teams, and take the lead in a workshop environment.
• Technical aptitude with the ability to quickly learn and navigate new software applications and address implementation challenges effectively.
• Strong problem-solving and analytical skills; high comfort level with Excel is a plus.
• Design and documentation of reports generated from relational databases; ability to author reports (SSRS or PowerBI) is a significant plus.
• Experience with CRM, ERP, or other enterprise software implementations, particularly Gov Tech, is a plus.
• Familiarity with Jira, Cloud Coach, Autotask, Asana, or similar software for project tracking and time management is a plus.

This position will be hybrid with 3 days/week in our Oakville, ON office.

Compensation Range: $67,000 - $84,000. We publish our range from the start; final offer depends on background, strengths, and expected contributions.

Euna…