Senior Manager, Implementation Consulting

Senior Manager, Implementation Consulting

Business Unit
:
Client Operations

Department
:
Implementation and Training

Reports
to
:
Vice President, Implementation and Training

FLSA
Status
:
Exempt

Direct Reports (Yes/No):
Yes

CINC Systems’ HOA software is designed to simplify community management and elevate association living. We do this through an all-in-one solution that drives efficiency, mobility, and self-service. With CINC, management companies can focus on communities, and we’ll take care of the rest. Our mission is to make living in a professionally managed community a great experience.

CINC Systems is seeking an AI-first, client-focused Senior Manager of Implementation Consulting to lead a specialized team responsible for system configuration for onboarding clients to CINC’s integrated banking, payments, financial, management, and community solutions. This role is critical in ensuring seamless transitions for clients leveraging CINC’s end-to-end property management suite. The ideal candidate will have experience designing and deploying AI in SaaS implementation, team leadership, and a strong understanding of leveraging an implementation consulting function to set the stage for successful onboarding and adoption.

• Manage a team of Implementation Consultants and provide 1:1 mentoring and coaching i.e. convert consultants from ‘good’ to ‘great’
• Align with CINC’s broader strategy and ensure the team executes the strategy in partnership with other relevant cross-functional teams
• Leverage reporting dashboards (in Salesforce and other tools) to monitor the success of our customers, the performance of the team and generate actionable insights on improving underperformance
• Contribute to the strategy of the team - you will be expected to drive new processes/ideas. Where needed, be prepared to own and execute on these ideas
• Maintain a pulse on product release features and anticipate the need to adopt best practices and knowledge-share across the department to communicate the commercial impact
• Educate on the different ways the system can be utilized/configured to improve customer business processes and training implementation consultants on best practice. Be able to step in and run an implementation if needed
• Strategically engage with at-risk customers to proactively mitigate issues
• Support the team in escalation management i.e. a proven framework for ‘weather the storms’
• Apply an AI native approach to all aspects of the job function (from system configuration)
• Create a positive, encouraging culture that connects and engages the team and individuals
• Inspire and motivate your team to provide exceptional levels of quality to our customers
• Hold a high performance bar. Be prepared to hold individuals accountable if they do not consistently meet the expectations.
• Foster a bi-directional relationship with cross-functional leaders to align on strategies, incentives, feedback and improvement opportunities
• Use qualitative and quantitative data to perform post-implementation retrospectives with cross-functional counterparts to apply learnings in the future
• Hire, develop and retain the people on the team. Ensure the hiring strategy is aligned to CINC’s strategy and the needs of the team

• 5+ years of previous management experience at a b2b SaaS company or financial services company in an implementation or customer success role
• 7+ years of previous Global Implementation experience in SaaS space, preferably with Financial, Banking, Payments, or Property Management solutions
• Experience in project management and product configuration in software implementation services
• Proven record of converting direct reports from ‘good’ to ‘great’
• Experienced leader who can inspire teams to provide exceptional levels of quality
• Experience in capacity and resource management
• Proven experience in leveraging AI tools to power your management workflows
• Comfort leading customer engagements that may contain both technical and non-technical work streams
• A natural willingness to operate at all levels i.e. from strategic to tactical

Demonstrates integrity and ethics in day-to-day tasks and decision making, adheres to CINC Systems’ core values of humble, accountable, team-oriented, operates effectively in the CINC Systems environment and the environment of the work group, maintains a focus on self-development and seeks out continuous feedback and learning opportunities. Maintains confidentiality in communications and interactions as appropriate.