Implementation Manager - LAC

Symplicity•Arlington, VA

13d•Remote

About The Position

The Implementation Manager, LAC owns client onboarding from kickoff through go-live and adoption, serving as the main point of contact and trusted advisor for universities and higher education institutions. The role combines project management, client consulting, training, and solution delivery. The manager works with teams across functions and regions, managing multiple projects in a fast-paced international environment and advocating for clients within Symplicity. The position is remote and based within the LAC region, with working hours that overlap US Eastern Time. Occasional client-site visits within the region are required.

Requirements

Bachelor's degree.
At least 3 years of experience in implementation, onboarding, project management, or client success; SaaS experience is ideal.
Knowledge of higher education in Latin America, including university structures, career services, internships, graduate employability, and the student journey.
Professional fluency in written and spoken Spanish and English.
Ability to manage implementation or onboarding projects for multiple clients simultaneously.
Strong attention to detail and problem-solving skills.
Confidence coaching client teams on product functionality and leading workshops and training sessions.
Personal initiative, self-motivation, and comfort working remotely.
Cooperative and flexible team-player approach, with ethical business standards.
Outgoing, energetic, and friendly manner, with a strong interest in higher education.
Based within the LAC region and able to work hours that overlap US Eastern Time.

Nice To Haves

Portuguese language skills.
Experience with career services, student engagement, or CRM platforms and system integrations.
Project management certification such as PMP or PRINCE2.
Experience working in the Higher Education or EdTech sector in LAC.

Responsibilities

Own end-to-end client onboarding, including project planning, system configuration, data and integration coordination, and training.
Become a subject matter expert in Symplicity solutions and their use by institutions in the LAC region.
Lead client workshops in Spanish, English, or Portuguese as needed to map Symplicity solutions to client business requirements.
Manage multiple client projects simultaneously and ensure deliverables and timelines are met through clear communication.
Ensure configurations, content, and training materials reflect local languages, regulations, and higher education practices.
Build trusted-advisor relationships with clients and help them maximize value and return on investment from Symplicity solutions.
Assess client risks and work across Symplicity teams to address them and support high client satisfaction.
Identify upsell and cross-sell opportunities and work with regional Account Executives and Client Success Managers to advance them.
Develop and share client success stories, including Spanish and Portuguese case studies, in partnership with Marketing.
Encourage client feedback and participation through webinars, regional events, and feedback sessions.
Support the operations team with client issues, invoices, and new sales quotes.
Represent client needs to internal Symplicity teams across regions and time zones, including Client Support, Technical Specialists, Engineering, Marketing, and Sales.
Perform other duties as assigned.