Position Summary
We are seeking a strategic and experienced Manager, Implementation Services to lead our growing team of Implementation Managers and Specialists. This role is critical in driving successful client onboarding, ensuring high-quality delivery of software solutions, and fostering a culture of excellence and collaboration. The ideal candidate will bring leadership, technical insight, and operational rigor to scale our implementation capabilities.
Key Responsibilities
- Lead and manage an Implementation Services team, including hiring, mentoring, and performance management.
- Define and execute the strategic roadmap for implementation excellence, aligning with company goals.
- Oversee multiple concurrent software implementation projects, ensuring timely and high-quality delivery.
- Serve as an escalation point for complex client engagements and project risks.
- Collaborate cross-functionally with Sales, Product, Engineering, and Support to ensure alignment and smooth handoffs.
- Develop and refine implementation methodologies, templates, and best practices.
- Monitor KPIs and metrics to assess team performance and client satisfaction.
- Drive continuous improvement initiatives across tools, processes, and team capabilities.
- Represent the implementation function in leadership meetings and contribute to strategic planning.
- Ensure compliance with internal standards and client-specific requirements.
- Promote a client-centric culture focused on value delivery and long-term success.
Qualifications And Skills
- Experience:
- Minimum 5+ years of experience in a client-facing role within professional services, consulting, or customer success.
- At least 2+ years of experience in a leadership or managerial position.
- Proven track record in managing and delivering complex client projects, with a focus on software solutions and services.
- Strong experience in consulting, solution implementation, and client relationship management.
Technical Skills
- Experience with software solution implementations, including system integration, customization, and deployment.
- Understanding of cloud technologies, SaaS, and enterprise software solutions.
- Proficiency in project management tools and methodologies (e.g., Agile, PMP, or Prince2).
- Familiarity with CLM (Contract Lifecycle Management) systems or similar (legal) tech platforms
- Strong communication and stakeholder management skills, with the ability to explain technical concepts to non-technical audiences
Leadership & Communication
- Excellent leadership, communication, and interpersonal skills, with the ability to motivate, mentor, and manage cross-functional teams.
- Strong client-facing skills with the ability to build relationships and drive client success.
- Exceptional problem-solving and analytical skills with a solution-oriented approach.
Education
- Bachelor's or Master's degree in Law, or a related field, or equivalent practical experience.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
