Implementation Manager – Procurement

Role Overview

• 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.
• Carry out basic project management activities, notably that the work you are delivering falls within the scope of the implementation, that there are well planned & reliable communications, that you continuously evaluate points of risk and opportunity, and providing customer advice and assistance with their change management.
• Customize system settings, workflows, and integrations to align with client requirements while using out-of-the-box functionality to minimize customizations whenever possible.
• Depending on the product you may also: Work extensively in Excel to prepare data and carry out initial data load; 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 customer life-cycle 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 ensuring the customer’s complete adoption of their product.
• 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 contributes to the enhancement of implementation processes and methodologies.

Requirements

• 3-8 years of experience in one or more aspects of software application delivery (systems implementation, project management, analysis, QA, training, etc.)
• Strong Excel and data skills
• Confident communicator with excellent organization and time management
• Self-starter who thrives with minimal oversight
• Comfortable working in client-facing roles
• 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 be able to take the lead in a workshop environment.
• Technical aptitude the ability to quickly learn and navigate new software applications, and the ability to identify 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) a significant plus.
• Experience with CRM, ERP, or other enterprise software implementations, particularly GovTech, is a plus.
• Familiarity with Autotask, Asana, or similar software for project tracking and time management is a plus.

Tech Stack

• ERP

Benefits

• Competitive wages
• Wellness days
• Community Engagement Committee
• Flexible workday
• Culture committee