Implementation Manager
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Job Description
Implementation Manager for TOOLBX leading customer onboarding projects in digital experience platform solutions. Ensuring successful deployment and customer satisfaction through strategic planning and execution.
Responsibilities:
- Lead and manage multiple customer onboarding projects from initiation through completion, ensuring all deliverables, timelines, and success criteria are met.
- Develop project plans, define scope, coordinate cross-functional resources, and proactively manage risks, dependencies, and issues throughout the onboarding process.
- Conduct strategic onboarding and training sessions, enabling customers to effectively adopt the TOOLBX platform and maximize value.
- Serve as the primary project liaison for customers, providing clear communication, guidance, and escalation management throughout the implementation lifecycle.
- Oversee the creation and continuous improvement of training materials, documentation, and onboarding resources to enhance the customer experience.
- Monitor and report on project progress, key milestones, and customer readiness, delivering regular updates to internal stakeholders and leadership.
- Gather, analyze, and synthesize customer feedback to identify process improvements and partner with Product, Engineering, and Customer Success to drive enhancements.
- Ensure accurate project documentation and maintain detailed records within CRM and internal systems to support transparency and alignment.
Requirements:
- 5+ years of experience managing customer-facing projects, implementations, or onboarding programs within a SaaS or technology-driven environment.
- Demonstrated ability to lead projects, manage timelines, and coordinate cross-functional teams to deliver successful customer outcomes.
- Exceptional communication and presentation skills; able to translate complex technical concepts for diverse audiences.
- Strong organizational and project management capabilities, with a proven ability to manage multiple concurrent projects in a fast-paced environment.
- Customer-centric mindset with strong analytical, troubleshooting, and problem-resolution skills.
- Experience with CRM, project management, or onboarding platforms, such as Asana and HubSpot, is an asset.
- Ability to thrive in remote or distributed work environments and adapt to shifting priorities.
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