Implementation Manager

5 days ago

Pasig, National Capital Region, Philippines Connext Full time $900,000 - $1,200,000 per year

Job Summary:

The
Implementation Manager (Saas | ERP
) is responsible for leading and overseeing software implementation projects within the Customer Success team. The role leads a team of implementation specialists to ensure successful onboarding, system configuration, and adoption, while serving as the escalation point for complex projects, promoting best practices, and partnering with leadership to improve delivery and customer outcomes
.

Job Description:

  • Lead, mentor, and coach a team of implementation specialists/analysts, providing guidance on project execution, customer engagement, and technical problem-solving.
  • Monitor team performance, allocate resources effectively, and ensure professional development through regular feedback and training.
  • Oversee the end-to-end implementation lifecycle, from requirements gathering and solution design to configuration, training, and go-live support.
  • Ensure implementations are delivered on time, within scope, and aligned with customer goals. Act as the escalation point for complex projects, providing strategic guidance and solutions.
  • Partner with Customer Success Managers (CSMs) to align project deliverables with customer expectations.
  • Build strong customer relationships, ensuring smooth onboarding and a positive implementation experience.
  • Deliver executive-level updates and status reports for key stakeholders
  • Standardize implementation methodologies, templates, and best practices to drive efficiency and scalability.
  • Collaborate with Product, Development, and Support teams to provide feedback and influence product enhancements. Analyze project outcomes and customer feedback to identify opportunities for process improvements.
  • Oversee customer data validation, migration, and integration activities, ensuring accuracy and integrity.
  • Track team performance metrics, project timelines, and customer satisfaction scores, reporting progress to senior leadership

Qualifications:

  • Bachelor's degree in Business, Information Systems, Finance, or related field.
  • Minimum of six (6) years of experience in software implementation, customer success, or project management.
  • Minimum of two (2) years of experience managing or leading a team.
  • Must have stable employment history.
  • Experience in Microsoft Excel, PowerPoint, Word, and familiar with project management tools (e.g., GuideCx, Jira, Asana).
  • Demonstrated leadership and people management experience, with a track record of guiding high-performing teams.
  • Proven project management expertise, effectively managing multiple complex customer implementations simultaneously.
  • Adept at analytical thinking and problem-solving, with success in translating business requirements into technical solutions.
  • Thrives in fast-paced, customer-focused environments with competing priorities.
  • Skilled in communication and presentation, including executive-level reporting and stakeholder engagement.
  • Clear and coherent both in written and verbal communication skills in English, as to effectively report in an executive-level and stakeholders

Work Location:
Hybrid (WFH and onsite (either Angeles City or Ortigas)

Work Schedule:
Shifting / Rotational

Work Perks and Benefits:

  • Rice Allowance
  • Internet Allowance
  • 22 days Paid Time Off per year
  • HMO for Employee
  • HMO for Dependents
  • Group Life Insurance
  • Annual Merit Increase (terms apply)
  • 13th Month Pay
  • Mid-Year Bonus (terms apply)

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