Manager, Implementation

New

JobgetherSaaS technology

Based in CanadaFull-TimeManager

Salary92,500 CAD per year

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Job Details

Experience: 6–8+ years of experience in onboarding, implementation, customer success, or project management within a technology-driven environment; at least 2 years of direct people-management experience
Required Skills: Project ManagementPeople ManagementProcess improvement

Have 6–8+ years of experience in onboarding, implementation, customer success, or project management within a technology-driven environment.
Have at least 2 years of direct people-management experience, including coaching, performance management, and team development.
Understand implementation methodologies and customer onboarding processes, and be able to learn and apply relevant software products and industry workflows.
Have experience building, improving, and scaling repeatable delivery processes, playbooks, and operational tools in a SaaS or high-growth technology environment.
Demonstrate project and program management skills, including managing competing priorities, allocating resources, and coordinating complex workflows.
Use dashboards, CRM systems, and analytics tools to measure team performance and customer outcomes.
Communicate effectively with stakeholders and represent team needs and recommendations to senior leadership.
Build productive relationships across Sales, Professional Services, Support, Product, and other teams.
Adapt to changing priorities and processes in a fast-paced environment, using sound judgment.
Preferred: experience managing teams with a range of seniority levels, including individual contributors and player-coach roles.

Lead, coach, and develop a team of 3–8 implementation professionals through one-on-ones, performance reviews, and career planning.
Monitor dashboards, KPIs, customer satisfaction scores, and quality metrics to identify trends, coaching opportunities, and process gaps.
Improve implementation playbooks, methodologies, tools, and training programs to increase consistency, service quality, and time-to-value.
Oversee team capacity planning, workload allocation, account assignments, recruitment, and onboarding in collaboration with the Team Lead.
Partner with Sales, Customer Success, Support, Professional Services, and Product to improve the customer journey and resolve recurring operational challenges.
Support the Director of Implementation with team meetings, strategic priorities, and alignment with departmental objectives.
Track and report team- and portfolio-level implementation performance, including time-to-go-live, adoption, customer satisfaction, and escalation trends.
Recommend improvements to team structure, process design, implementation strategy, and customer experience using performance data and operational insights.
Promote continuous learning, accountability, collaboration, and data-informed decision-making.

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