Manager, Customer Implementations

3E • Canton, OH

5d • Remote

About The Position

At 3E, customer implementation is where strategy becomes real for our customers. We’re looking for a Manager, Customer Implementation to lead and develop a U.S.-based team of approximately five to six professionals responsible for delivering successful SaaS implementations across our evolving portfolio of solutions. Reporting to the Senior Director of Customer Implementation, you’ll play a key role in strengthening team performance, driving delivery excellence, and creating a consistent, high-quality experience for our customers. This is a highly visible leadership role for someone who brings together strong people leadership, project management, and customer judgment. You’ll coach and develop your team, set clear expectations, strengthen performance, and remove roadblocks while ensuring customers receive a consistent, high-quality implementation experience. You’ll also stay close to the work by supporting select strategic, multi-product implementations and collaborating across teams to navigate risks, changing priorities, and complex customer needs. You’ll thrive in this role if you enjoy leading through change and bringing structure to complexity. You build trust with your team, address challenges directly, and help people take ownership of outcomes. You’re equally comfortable working across functions, engaging with customers, and helping your team move forward when every answer isn’t yet defined. As 3E continues to evolve its approach to onboarding and implementation, you’ll also help your team embrace new products, processes, and technology, including practical uses of AI and automation that can make delivery more efficient. This is an opportunity to have meaningful ownership, develop a strong team, and directly influence the experience and outcomes of 3E customers. This position supports remote work within the Eastern time zone.

Requirements

• 6+ years of experience in SaaS onboarding, implementation, or professional services, including experience leading complex, multi-product or multi-solution implementations.
• 2+ years of experience managing, coaching, and developing a delivery team.
• Strong project management fundamentals, including experience managing scope, milestones, dependencies, risks, escalations, and multiple concurrent priorities.
• Experience working directly with enterprise customers and communicating effectively with stakeholders at different levels of an organization.
• Ability to lead teams through changing priorities and evolving products, processes, and customer needs.
• Ability to balance people leadership with enough hands-on involvement in customer and project work to understand challenges and coach effectively.
• Excellent written and verbal communication skills with customers and internal stakeholders.
• Based in the US in one of the states where 3E is authorized to hire, and eligible to work without sponsorship.

Nice To Haves

• Experience using AI tools to improve implementation, project management, customer communication, or operational workflows.
• Familiarity with AI-enabled productivity and automation tools such as Microsoft 365 Copilot, Microsoft Copilot Studio, Power Automate, ChatGPT Enterprise, Claude, Gemini, or similar platforms.
• Experience identifying opportunities to automate or streamline manual processes using AI or workflow automation.
• Familiarity with responsible AI practices, including appropriate data handling, access controls, human review, and output validation.
• Experience with ERP integrations and complex data migration initiatives, such as SAP EHS.
• PMP or equivalent project management certification.
• Experience working across global or multicultural teams.
• Domain familiarity with EHS, Product Safety & Stewardship, Sustainable Supply Chain Management, or another regulated industry.

Responsibilities

• Lead, coach, and develop a team of onboarding and implementation professionals responsible for enterprise SaaS deployments.
• Set clear expectations, monitor performance, provide actionable feedback, and help team members consistently meet customer and delivery standards.
• Oversee a portfolio of active implementations, using project and performance data to identify risks, remove roadblocks, and keep work moving toward successful outcomes.
• Help the team manage project plans, milestones, scope, dependencies, risks, and customer communication with consistency and discipline.
• Serve as a project leader or sponsor for a limited number of strategic, complex, or multi-product customer implementations, coordinating contributors across teams and geographies.
• Support customer escalations and help the team navigate challenging conversations, including scope, priorities, risks, and changing customer needs.
• Partner with Product, Customer Success, Commercial, Support, Technical Operations, and other teams to create a coordinated customer experience.
• Work with implementation leaders across regions to strengthen methodologies, processes, documentation, and delivery standards.
• Help the team adapt as 3E introduces new products, capabilities, and ways of working.
• Support ERP integrations and data migration initiatives, ensuring the appropriate technical resources are engaged while maintaining strong project coordination.
• Encourage the practical use and adoption of AI and automation to improve efficiency across project planning, communications, follow-up, organization, and other implementation workflows, while maintaining appropriate human oversight and sound judgment.

Benefits

• Health, dental, and vision insurance
• Life insurance and disability coverage
• Open PTO and parental leave
• 401(k) plan with company matching
• Employee assistance program
• Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed