Implementation Manager I

Grace Hill•,

17d•Remote

About The Position

The Implementation Manager I is responsible for managing the end-to-end onboarding and implementation process for Grace Hill’s suite of products. This includes gathering requirements, configuring the platform, training end users, enabling client testing, and ensuring a smooth launch and transition to the Customer Success team. The Implementation Manager serves as the primary client contact during onboarding, guiding them toward successful adoption and long-term satisfaction.

Requirements

Bachelor’s degree in business, technology, or related field; or equivalent work experience.
2–5 years of experience in SaaS implementation, project management, or client onboarding.
Strong understanding of project management methodologies and tools.
Excellent communication skills, with the ability to explain technical concepts to non-technical audiences.
Proven track record of meeting deadlines in a fast-paced environment.
Proficiency with CRM and project management software (e.g., Salesforce, Asana, Smartsheet) and G Suite.
Strong problem-solving skills and attention to detail.
Ability to build rapport and maintain strong client relationships.

Nice To Haves

Comfortable with occasional travel.

Responsibilities

Partner with clients to gather requirements, define success criteria, and create a tailored implementation plan.
Lead product setup, configuration, and customization to align with client goals and contracted packages.
Conduct client onboarding and training sessions focused on best practices and adoption.
Facilitate smooth handoff to Customer Success post-implementation.
Develop and manage detailed project timelines, ensuring milestones are met.
Monitor progress, identify risks, and implement mitigation strategies.
Maintain accurate project documentation for internal and client reference.
Track and report key implementation metrics to leadership.
Work with internal teams—such as Product, Sales, and Customer Success—to ensure seamless delivery.
Escalate technical issues, integration challenges, or process blockers for timely resolution.
Contribute to process improvements that enhance scalability and efficiency.
Serve as a trusted advisor, guiding clients on optimal platform use to achieve business outcomes.
Provide product demonstrations and admin training to drive adoption.
Respond promptly to client questions and concerns during onboarding.
Troubleshoot platform issues and coordinate solutions with internal teams.