Implementation Manager

Role Overview

• Own the performance and results of the Implementations function, including delivery quality, timeline adherence, customer satisfaction, and operational efficiency metrics.
• Lead, mentor, and develop Implementations Specialists and Project Managers, establishing clear performance expectations and fostering leadership capability within the team.
• Handle implementations of varying scales (medium to large scale).
• Carry out implementation projects from beginning to end stages for mid-market customers.
• Leverage Fountain software in the most efficient of ways in order to best teach and support customers, serving as a product expert.
• Complete virtual consultations and optimization strategies and support roll-outs.
• Perform complex data migrations and advanced CSV imports/exports (ATS, CRM, HRIS, background, and assessment).
• Understanding the fundamentals, processes, and terminology of corporate and high-volume recruiting and workforce management environments, as well as a basic conceptual understanding of ATS, CRM, Payroll, and HRIS platforms.
• Design and execute the implementation strategy, ensuring scalable processes, standardized methodologies, and documentation that support business growth.
• Collaborate cross-functionally with teams to resolve escalations, share insights, and continuously enhance the implementation experience.
• Support strategic planning by contributing to resource forecasting, team capacity planning, and prioritization of high-impact projects.
• Establish and monitor functional KPIs, identifying performance gaps and implementing corrective action plans where necessary.
• Champion operational excellence by optimizing workflows, improving utilization, and enhancing margin efficiency within the function.
• Build a high-performance culture through structured coaching, talent development, succession planning, and organizational design improvements.

Requirements

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE…

• Bachelor's degree in Business Administration, Project Management, or a related field.
• At least 5 years of experience in a similar role; e.g., implementation, project management, professional services, consulting, etc.
• Proven people management experience with the ability to coach, mentor, and develop your team members.
• High-level understanding of the HR space, including hiring and workforce management concepts.
• Proven track record with mid-market level engagements; able to lead autonomously to successfully deliver customers’ desired business outcomes.
• Proficiency with Google Suite and ticketing system (e.g. Intercom, Linear).
• Ability to manage time and work effectively within a fast-paced, changing environment that is going through high growth.
• Comfortable working with customers to research business processes, diagnose and resolve software issues. Must understand driving factors for customer requirements.
• Advanced understanding of and ability to explain system-to-system integrations.
• Demonstrated ability to influence cross-functional partners and upper management to impact decision-making.
• Ability to travel onsite for customer kickoff meetings (typically a few times per quarter).
• Familiarity with project management tools (i.e. Asana).