Implementation Manager

Polaris Software•Beverly, MA

4d•Hybrid

About The Position

The Implementation Manager leads the technical onboarding and deployment of Sitestream’s solutions for new customers, serving as the primary delivery partner from contract execution through implementation and ongoing operations. This role works directly with customer stakeholders to translate contractual, technical, and operational requirements into scalable, resilient managed service programs. Acting as the bridge between customers, construction support, internal engineering, product, and Civil Infrastructure teams, the Implementation Manager drives solution design, configuration, and rollout within a Continuous Delivery environment. The Implementation Manager is accountable for end-to-end delivery, including implementation planning, technical coordination, risk management, and customer communication. Success in this role requires strong technical fluency, customer engagement skills, and the ability to align complex systems with client expectations, timelines, and performance requirements.

Requirements

Bachelor’s degree preferred in engineering, Computer Science, Information Systems, Criminal Justice or a related field, or equivalent practical experience
4+ years of experience in implementation management, technical project management, or customer-facing delivery roles
Strong technical aptitude with experience supporting software, infrastructure, or managed service implementations
Experience working in Agile or Continuous Delivery Environment
Proven ability to manage complex, cross-functional projects with external customers
Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
Experience translating contractual or business requirements into technical and operational solutions
Strong organizational, problem-solving, and risk management skills

Nice To Haves

Familiarity with civil infrastructure, industrial systems, or data-driven platforms is a plus
Prior experience or familiarity with law enforcement, military, or government environments, including knowledge of or experience within the photo enforcement field, is a plus

Responsibilities

Lead client onboarding from contract execution through project kick-off, serving as the primary point of contact
Translate contractual and technical requirements into clear implementation plans, timelines, and deliverables
Facilitate kick-off meetings to align stakeholders on scope, objectives, roles, and success criteria
Work closely with construction support to review contractor-related activities, to ensure requirement are aligned with customer requirements.
Coordinate cross-functional teams to ensure readiness across systems, data, and infrastructure
Establish communication cadence, governance, and risk mitigation to support successful project initiation
Work directly with internal construction support to ensure civil infrastructure requirements are in line with contracted requirements associated with implementations
Lead discovery sessions with clients to thoroughly understand business rules, workflows, and operational requirements.
Compile business rules and data discovery outputs into structured documentation (e.g., spreadsheets, citations…etc) for internal and client review.
Share preliminary business rules with clients to validate accuracy and completeness.
Collaborate with internal stakeholders to ensure business rules are translated effectively into system process maps.
Collect detailed requirements from clients, document business rules, and identify dependencies or gaps.
Provide validated business rules and supporting documentation to the Process Design Lead.
Partner with Product Management and technical team to coordinate process maps and workflows based on collected rules.
Support the product and the technical team as they implement the rules and processes within software platform, ensuring clarity and alignment on requirements.
Act as the central liaison between client stakeholders and internal teams throughout the implementation lifecycle.