Senior Manager, Implementation Services

Job Summary

The Senior Manager, Implementation Services is responsible for leading the customer onboarding team and ensuring successful deployment of AI solutions for customers. This role oversees implementation operations, manages team performance, and drives continuous improvement in delivery methodologies and customer outcomes. The Manager, Implementation Services supervises, coaches, and mentors implementation resources while maintaining high standards of customer satisfaction, on-time delivery, and time-to-value metrics.

Essential Duties and Responsibilities 

Implementation Delivery Management:

Manage day-to-day operations of the implementation team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. Oversee customer onboarding projects from kickoff through go-live, including solution scoping, technical configuration, data integration, user training, and adoption activities. Monitor project pipelines and resource allocation to optimize delivery timelines and team utilization. Ensure proper escalation procedures are followed for complex implementations requiring product engineering or executive support. Maintain high standards of customer satisfaction through quality delivery and proactive communication. Coordinate seamless handoffs between Sales, Implementation, Support and Customer Success teams.

Team Leadership & Development:

Supervise, coach, and mentor project managers and technical specialists and coordinate closely with clinical consultant leadership and resources. Conduct regular performance evaluations, providing constructive feedback and development plans. Lead recruitment efforts and onboarding of new team members. Foster a culture of customer obsession, technical excellence, and continuous learning. Provide ongoing training to ensure team proficiency in AI solution deployment, integration methodologies, and customer engagement skills. Manage capacity planning and workload distribution across concurrent customer implementations.

Process & Quality Management:

Implement and maintain standardized methodologies for customer onboarding, from sales handoff through successful go-live and transition to Customer Success. Develop and enforce implementation playbooks, templates, and best practices. Monitor quality of customer implementations through project reviews, customer feedback analysis, and adoption metrics tracking. Identify opportunities for process improvements, automation, and self-service capabilities to enhance efficiency and reduce time-to-value. Ensure accurate documentation of implementation patterns, customer configurations, and lessons learned in the knowledge base.

Operational Excellence:

Analyze implementation metrics and dashboards to identify performance gaps and improvement opportunities. Drive root cause analysis for delayed or challenged implementations and implement preventive measures. Collaborate with Product, Engineering, Support, and Customer Success teams to improve overall solution supportability and implementation efficiency. Partner with Sales to ensure accurate scoping, realistic timelines, and smooth transitions from pre-sales to delivery. Provide product feedback to influence roadmap priorities based on implementation insights and customer needs. Ensure compliance with organizational policies, security standards, data privacy requirements, and customer contractual obligations.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above.  Other functions may be assigned and management retains the right to add or change duties at any time.

Requirements

Minimum Qualifications, Education and Experience

• Bachelor's degree in Computer Science, Engineering, Business, or related field; or equivalent professional experience (minimum 5-7 years in customer-facing technical roles)

• 5+ years of progressive experience in customer implementations, professional services, or technical consulting

• 2+ years of experience supervising or managing implementation, consulting, or technical services teams

• Experience managing complex B2B software implementations in enterprise environments

• Strong understanding of AI/ML concepts and enterprise software deployment methodologies

• Experience with project management tools and methodologies (Rocketlane, Jira, or similar)

• Familiarity with APIs, data integration, and cloud platforms (AWS, Azure, GCP)

• Proficient in Microsoft Office Suite and collaboration tools (Slack, Confluence, etc.)

• Experience in SaaS or technolo