Manager, Implementation Services

Grace Hill•,

2d•$90,000 - $100,000•Remote

About The Position

The Manager, Implementation Services, reporting to the Director, Implementation Services, is responsible for leading a team of Implementation Managers (IMs) in the successful onboarding and implementation of Grace Hill's software solutions. This role owns the day-to-day operations of the implementation team, driving efficiency, quality, and a consistent client experience across Grace Hill's suite of products. The Manager is accountable for team performance, professional development, and operational excellence — ensuring Implementation Managers are equipped, aligned, and motivated to deliver implementations that meet client expectations and company standards.

Requirements

Bachelor's degree preferred, or equivalent combination of relevant education and work experience.
3+ years of management or team leadership experience.
Experience leading Implementation or Professional Services teams in a SaaS environment.
Demonstrated ability to manage and develop remote teams effectively.
Strong project management skills with a track record of delivering on commitments in a fast-paced environment.
Excellent interpersonal, communication, and relationship-building skills, with the ability to engage at all levels — internally and externally.
Experience developing and implementing training or enablement programs for team members.
Ability to identify process gaps, manage risk, and drive operational improvements.

Nice To Haves

Proficiency with Salesforce, CRMs, or project management tools (e.g., Asana, Jira) is a plus.

Responsibilities

Oversee the daily operations of the Implementation Manager team, including workload management, task delegation, and priority setting.
Ensure team members are aligned with project goals, client timelines, and company objectives.
Conduct regular 1:1s with each direct report to provide coaching, feedback, and career development support.
Lead team meetings to share updates, surface challenges, and maintain alignment and connection across the team.
Monitor team bandwidth and proactively reallocate work to maintain balance and meet delivery commitments.
Support the onboarding and ramp of new team members, ensuring early confidence and productivity in the role.
Define and establish clear team and individual KPIs aligned with departmental and company objectives.
Conduct regular performance evaluations, including annual reviews, providing constructive and actionable feedback.
Address performance issues promptly and fairly, taking appropriate action when warranted.
Partner with the Director of Implementation Services to identify high performers and create growth pathways.
Continually evaluate and refine implementation workflows and procedures to improve efficiency, quality, and client outcomes.
Ensure implementation methodologies and documentation standards are consistently applied across the team.
Review client deliverables and implementation work product to ensure quality and consistency before delivery.
Identify and proactively address risks or gaps in the implementation process; develop mitigation strategies to ensure smooth delivery.
Develop and implement training programs that strengthen the technical proficiency, subject matter expertise, and client management skills of IMs.
Foster a culture of continuous learning, knowledge sharing, and professional growth.
Serve as an escalation point for complex client or technical challenges, guiding IMs toward resolution.
Collaborate closely with Product, Customer Success, and other internal teams to gather client feedback, identify pain points, and drive improvements.
Partner with peer managers and department leadership to align on priorities, share best practices, and contribute to a unified client experience.
Represent the Implementation team in cross-functional planning and project discussions as needed.