novara - Manager, Strategic Implementations

Remote2w ago

Remote Mid WW Software Implementation Manager Coaching Team Leadership Project Planning Program Management Salesforce

Requirements

• 3+ years in SaaS implementation, delivery management, onboarding, or professional services, including experience leading teams. • Proven success managing customer implementations or programs with multiple stakeholders. • Demonstrated strength in coaching, performance development, and culture building. • Strong customer-facing and executive-level communication skills, including the ability to navigate difficult conversations. • Proficiency with project plans, RAID logs, CRM/PSA systems (Salesforce preferred), and implementation frameworks. • Experience managing KPIs and turning performance trends into operational improvements. • Bachelor’s degree or equivalent experience; leadership or project management certification is a plus. • ## Success Criteria: • Strategic customers experience predictable, high-quality implementations, activate successfully, and make timely progress toward their desired outcomes and early value. • The team achieves strong customer satisfaction and on-time delivery while addressing risks early and minimizing avoidable escalations. • The manager builds an engaged, high-performing team through clear expectations, hands-on coaching, and development aligned with proficiency standards. • Delivery practices are consistent and repeatable, with KPI insights driving improvements in time to value, customer experience, and business outcomes. • Cross-functional partners work together effectively to resolve blockers and complete smooth customer handoffs.

Responsibilities

• Oversee day-to-day delivery across the team, ensuring strategic implementations progress on time, meet quality standards, and prepare customers to activate and use their solutions. • Keep project plans tied to each customer’s desired outcomes, with clear milestones that support time to value. • Step in quickly on customer escalations and blockers, guide decisions, and maintain clear, timely communication and a positive customer experience. • Coach and develop Implementation Managers through practical guidance, empathetic leadership, and ongoing feedback. • Monitor team KPIs, including time to value, activation readiness, on-time delivery, CSAT, utilization, and escalation trends; use findings to improve delivery. • Reinforce consistent use of project plans, RAID logs, documentation standards, and status reporting. • Balance assignments and proactively manage capacity constraints to meet customer needs and support the team. • Partner with Product, Support, Customer Success, Content, and Sales to remove blockers and complete effective handoffs. • Help the team adopt evolving tools, processes, and expectations through clear communication and practical support.