Implementation Manager - ECP, Grants

Euna Solutions•Oakville, ON

2d•CA$70,000 - CA$110,000•Hybrid

About The Position

The Enterprise Customer Programs (ECP) organization at Euna Solutions focuses on delivering solutions for large, complex clients, primarily state governments and agencies managing extensive grant programs. ECP oversees the entire implementation lifecycle, from initial discovery and configuration to training, go-live, and ongoing support, collaborating with Product and technical teams to ensure client success and measurable outcomes. The Implementation Manager / Senior Implementation Manager is a key role responsible for guiding clients through the Euna Grants onboarding process. This position requires deep grants knowledge, a strong technical background, and an interest in leveraging AI and emerging tools to enhance work processes. The role acts as the product expert, leading discovery, configuring systems, delivering training, managing cross-functional relationships, and aligning client grant management goals with Euna Grants capabilities. A strong understanding of the public sector grants landscape, ideally from direct experience, is essential for translating knowledge into effective implementation work. The level of the role (Implementation Manager or Senior Implementation Manager) is determined by experience, with senior candidates managing more complex portfolios, demonstrating greater independence, and exhibiting leadership within the team. Both levels report to the Manager of Professional Services and collaborate with Customer Support and Product teams. ECP is in a growth phase, focusing on scaling successful operations. Individuals who thrive in this environment are proactive, adaptable, collaborative, and willing to contribute beyond their defined roles to meet client and team needs. The company values momentum and impact, making it a good fit for those energized by progress.

Requirements

BA/BS degree or equivalent work experience.
4+ years of Customer Success, implementation, or account management experience (Implementation Manager); 8+ years (Senior Implementation Manager).
Working knowledge of grants management — including grant types, funding compliance requirements, and reporting obligations. Public sector experience is strongly preferred.
Demonstrated technical acumen: comfort configuring software, understanding data relationships, and navigating system architecture concepts. Experience with SaaS platforms required.
Enthusiasm for AI tools and a track record of embedding technology into daily workflows to improve output quality or efficiency. We are not looking for a passive user — we want someone who seeks out opportunities.
Extensive experience training or teaching clients in a virtual environment.
Strong communication skills across written, verbal, and visual formats, adaptable to audiences from end users to agency executives.
Ability to manage multiple complex projects and competing deadlines simultaneously.
Strong analytical and documentation skills, particularly in requirements gathering and configuration work.
Ability to work independently while remaining a reliable, collaborative member of a broader team.
Comfortable in a fast-paced, evolving environment; adaptable and professionally resilient.
Strong attention to detail; organized and consistent in follow-through.

Nice To Haves

Direct experience working in or with state, county, or municipal government in a grants capacity.
Familiarity with federal grant programs (CDBG, ARPA, HUD, EPA, or similar).
Experience with grants management systems (GMS), financial management platforms, or public sector ERP systems.
Exposure to AI productivity tools (e.g., Copilot, Claude, ChatGPT) with demonstrated application in a professional context.
Knowledge of data migration concepts or experience supporting SaaS implementation projects with integration components.

Responsibilities

Lead client discovery sessions to understand current-state business processes, grant program structure, stakeholder roles, and system requirements.
Facilitate working sessions with agency staff, program managers, and technical contacts to surface configuration requirements and identify gaps.
Produce and maintain discovery documentation, requirements matrices, and process maps that serve as the foundation for configuration and training.
Translate discovery findings into a clear, agreed-upon implementation scope and configuration plan.
Deliver implementations in full alignment with Euna's Implementation Methodology, adapting approach to client complexity and maturity.
Configure client instances of Euna Grants based on documented business requirements; develop and maintain comprehensive configuration documentation.
Demonstrate deep knowledge of the grant lifecycle — from pre-award through close-out — and articulate the specific role Euna Grants plays at each stage.
Understand Euna Grants functionality at depth and translate that knowledge into clear value for each client.
Conduct UAT, document issues, create support tickets, and monitor resolution to closure.
Lead client trainings across a range of audiences — from end users to agency leadership — in virtual and written formats.
Support requests for client training, troubleshooting, and project-related work as needed.
Proactively identify and escalate project risks to Project Management.
Ensure client feedback requests contain sufficient detail for successful execution before routing for action.
Identify and document system functionality gaps; partner with Product and Development on enhancement opportunities.
Participate in cross-functional activities including requirements gathering and business process modeling.
Play a meaningful role in onboarding new hires and contributing to team knowledge-sharing. Senior IM: lead this function.
Actively adopt and embed AI tools into your daily work — whether drafting documentation, accelerating configuration analysis, preparing for client meetings, or identifying workflow improvements.
Perform other job-related duties as assigned.