Manager, Implementation (SaaS/Fintech)

Lead and develop talent: Recruit, onboard, and coach Implementation Specialists and Consultants, holding regular one-on-ones and performance reviews to build product knowledge, client delivery skills, and accountability.

Manage capacity and assignments: Allocate project workloads based on team capacity, skill sets, and client readiness, escalating resource or training needs to the Director as needed.

Drive operational focus: Translate priorities into clear team commitments, clarifying ambiguous requests and balancing competing demands so the team stays focused on delivery.

Oversee end-to-end delivery: Monitor active projects, milestones, and risks across the implementation lifecycle (from discovery and configuration through testing, training, and go-live readiness) to resolve blockers early.

Protect utilization and margins: Track project effort, team utilization, and delivery margins against targets, addressing avoidable rework or scope creep and escalating major risks.

Standardize best practices: Reinforce implementation methodologies, templates, and guidance while fostering a culture of knowledge sharing and cross-training.

Champion process improvement and AI: Identify recurring delivery bottlenecks and drive practical efficiencies, including testing and adopting approved automation and AI tools to reduce repetitive work.

Manage client escalations: Serve as the initial point of contact for client and delivery escalations, partnering with the Director on major decisions and executing agreed recovery plans.

Coach for client value and seamless handovers: Guide consultants to align implementation decisions with client needs, manage scope expectations, and execute clean transitions to Customer Success and Support.

Collaborate cross-functionally: Partner with Sales, Product, Engineering, Customer Success, and Support—as well as technical specialists for complex integrations—to clarify handoffs and resolve delivery issues.

Maintain visibility and reporting: Deliver regular portfolio updates to the Director on progress, risks, and capacity while ensuring project records and client communications remain accurate

Bachelor’s degree, college diploma in a related field, or equivalent practical experience, paired with at least 5 years of customer-facing SaaS implementation, professional services, or consulting experience (discovery through go-live).

At least 3 years of direct people management experience, with a strong track record of hiring, coaching, cross-training, conducting performance reviews, and holding team members accountable.

Deep understanding of implementation methodologies, including requirements gathering, project planning, scope management, testing, and transitioning clients to ongoing support.

Proven ability to manage team capacity, balance competing stakeholder requests, and protect delivery margins by monitoring utilization, project effort, and avoidable rework.

Demonstrated success improving delivery efficiency and client outcomes—such as shortening time-to-value, reducing delays, or increasing team throughput.

Hands-on ability to use CRM, project tracking, and reporting tools for delivery decisions, alongside a practical aptitude for experimenting with approved AI tools while maintaining output quality and data security.

Clear, proactive client and internal communication, with the ability to clarify ambiguity and partner effectively with technical and product specialists to resolve dependencies.

Adaptability, curiosity, openness to feedback, and a commitment to collaboration, inclusion, and sustainable team performance.

Experience with Emburse (Spend, Professional, or Enterprise) or comparable expense, AP, procurement, or financial software, as well as familiarity with Salesforce, Certinia, or workflow automation tools is preferred.