Manager, Implementation (SaaS/Fintech)

Emburse•Addison, TX

About The Position

The Manager, Implementation leads Implementation Specialists and Consultants responsible for implementing Emburse’s Spend, Professional, and Enterprise portfolios. Reporting to the Director, Professional Services, the manager develops team members, manages delivery commitments, and helps clients achieve value. The role follows established delivery practices, resolves day-to-day issues, and improves efficiency, quality, and time to value through practical improvements, automation, and AI. The manager recruits, onboards, and coaches staff; assigns work based on capacity and skills; oversees projects from discovery through go-live readiness; monitors utilization, effort, and margins; manages escalations; and maintains portfolio visibility. The role also reinforces implementation standards, improves delivery processes, guides consultants toward client value and clean handovers, and partners across the organization to resolve delivery issues.

Requirements

Bachelor’s degree, college diploma in a related field, or equivalent practical experience.
At least 5 years of customer-facing SaaS implementation, professional services, or consulting experience, covering discovery through go-live.
At least 3 years of direct people management experience, including hiring, coaching, cross-training, performance reviews, and accountability.
Deep understanding of implementation methodologies, including requirements gathering, project planning, scope management, testing, and transition to ongoing support.
Ability to manage team capacity, balance stakeholder requests, and protect delivery margins by monitoring utilization, project effort, and avoidable rework.
Demonstrated success improving delivery efficiency and client outcomes, such as shortening time to value, reducing delays, or increasing team throughput.
Ability to use CRM, project tracking, and reporting tools to make delivery decisions, and practical aptitude for experimenting with approved AI tools while maintaining output quality and data security.
Clear, proactive client and internal communication skills and ability to clarify ambiguity and partner with technical and product specialists to resolve dependencies.
Adaptability, curiosity, openness to feedback, and commitment to collaboration, inclusion, and sustainable team performance.

Nice To Haves

Experience with Emburse Spend, Professional, or Enterprise, or comparable expense, accounts payable, procurement, or financial software.
Familiarity with Salesforce, Certinia, or workflow automation tools.

Responsibilities

Recruit, onboard, and coach Implementation Specialists and Consultants through regular one-on-ones and performance reviews.
Allocate project workloads according to team capacity, skill sets, and client readiness, and escalate resource or training needs.
Translate priorities into clear team commitments, clarify ambiguous requests, and balance competing demands.
Monitor active projects, milestones, and risks across discovery, configuration, testing, training, and go-live readiness; resolve blockers early.
Track project effort, team utilization, and delivery margins against targets, addressing avoidable rework or scope creep and escalating major risks.
Reinforce implementation methodologies, templates, and guidance, and foster knowledge sharing and cross-training.
Identify recurring delivery bottlenecks and improve efficiency, including testing and adopting approved automation and AI tools.
Serve as the initial point of contact for client and delivery escalations, partner with the Director on major decisions, and execute recovery plans.
Coach consultants to align implementation decisions with client needs, manage scope expectations, and ensure clean transitions to Customer Success and Support.
Partner with Sales, Product, Engineering, Customer Success, Support, and technical specialists to clarify handoffs and resolve delivery issues.
Provide regular portfolio updates to the Director on progress, risks, and capacity, and maintain accurate project records and client communications.