What you will Do
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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.
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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.
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Drive operational focus: Translate priorities into clear team commitments, clarifying ambiguous requests and balancing competing demands so the team stays focused on delivery.
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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.
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Protect utilization and margins: Track project effort, team utilization, and delivery margins against targets, addressing avoidable rework or scope creep and escalating major risks.
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Standardize best practices: Reinforce implementation methodologies, templates, and guidance while fostering a culture of knowledge sharing and cross-training.
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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.
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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.
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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.
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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.
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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
What you will Bring
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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).
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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.
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Deep understanding of implementation methodologies, including requirements gathering, project planning, scope management, testing, and transitioning clients to ongoing support.
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Proven ability to manage team capacity, balance competing stakeholder requests, and protect delivery margins by monitoring utilization, project effort, and avoidable rework.
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Demonstrated success improving delivery efficiency and client outcomes—such as shortening time-to-value, reducing delays, or increasing team throughput.
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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.
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Clear, proactive client and internal communication, with the ability to clarify ambiguity and partner effectively with technical and product specialists to resolve dependencies.
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Adaptability, curiosity, openness to feedback, and a commitment to collaboration, inclusion, and sustainable team performance.
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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.