System Implementations Manager (SIM)

This is a remote position.

As a System Implementations Manager , you will lead the onboarding and implementation process for new clients—guiding them from kickoff to go-live. This role is both strategic and hands-on: you’ll coordinate implementation plans, conduct virtual trainings, troubleshoot issues, and ensure clients are fully equipped to use the system successfully. You'll also collaborate with Sales during pre-sale conversations and continue to build the relationship with clients post-sale, ensuring a seamless handoff and consistent client satisfaction.

This is a key client-facing role that requires excellent communication, project management, and problem-solving skills. If you're a natural relationship builder who enjoys making an impact through process and technology, this role is for you.

Requirements

Key Responsibilities

Implementation & Onboarding

• Prepare for and lead new customer kickoff calls.
  

• Manage onboarding projects using Asana, including timelines, tasks, and weekly status updates.
  

• Conduct virtual training and walkthroughs to ensure system understanding.
  

• Create and manage JIRA tickets for data imports and customer requests.
  

• Engage Product Owners for handling new feature requests and configurations.
  

Customer Engagement

• Serve as the main point of contact for customers during the onboarding phase.
  

• Troubleshoot technical and implementation issues via email or phone.
  

• Build strong, empathetic, and professional relationships with clients.
  

• Notify customers of completed enhancements or requested configurations.
  

• Conduct monthly webinars and knowledge-sharing sessions with the user community.
  

Cross-functional Collaboration

• Work closely with Customer Success, Sales, and Product teams.
  

• Identify and communicate new opportunities for customer value delivery.
  

• Provide backup support to System Implementation and Customer Success teams.
  

Support & Enablement

• Partner with the Customer Success Team to develop and enhance onboarding resources like guides and videos.
  

• Assist with trade shows, marketing presentations, and product demos.
  

• Support business development initiatives through networking and relationship-building.
  

Key Competencies

• Project Management: Plan, execute, and manage the entire implementation lifecycle.
  

• Customer-Centric Mindset: Strong problem-solving skills and commitment to delivering exceptional service.