Manager, Implementations

ClassWallet

17h

About The Position

ClassWallet, a leading financial technology company in the United States serving agencies delegated responsibility to manage public funds, is seeking to hire a Manager, Implementations to join our team. Agencies use ClassWallet to get public funds to the right people, and ensure the funds are used for the right purpose. ClassWallet's suite of products and services empowers agency administrators to dramatically increase efficiency of funds distribution and spend compliance, reduce programmatic costs, maximize the full potential impact of the program, and satisfy the needs and expectations of policymakers, constituents and public reporting. ClassWallet has processed over $6.7 billion to date and serves public agencies across 39 states. In its 11+ years in operation, ClassWallet has completed over 12M transactions, funded 1.1M recipients, processed over 5M applications, and now serves 300+ state and local agency clients, supported by a team of 280+ full-time staff. The Company has developed an industry-defining digital wallet solution which has gained rapid traction among state and local agencies and school districts across America. ClassWallet ranks as the 61st fastest growing software company on the prestigious Inc. 5000 list of fastest-growing private companies and the 21st fastest growing financial technology company on the Deloitte Technology Fast 500 in 2023. While the Company delivers immense business value, the social impact of ClassWallet is a fabric that runs through its mission and corporate culture. As a result of ClassWallet’s innovation, public programs run with exponentially more efficiency and the impact and breadth of the programs for the individuals they serve is dramatically higher. This mission complements the Company's mission-based culture with focus on gratitude and work-life balance. We are seeking an experienced, high-impact Manager of Implementation to lead and scale our Implementation team, reporting directly to the Sr. Director, Client Success. In this role, you will manage, mentor, and empower a team of Implementation Specialists and Senior Implementation Specialists who serve as trusted advisors to school districts, state agencies, and foundations. You will be responsible for driving overall implementation strategy, optimizing our deployment playbook, and ensuring that our highest-stakes rollouts achieve fast Time-to-Value (TTV). You are a strategic people leader who thrives on building scalable onboarding processes, handling escalations, and linking customer success directly to revenue growth.

Requirements

5+ years in client-facing SaaS implementation, consulting, or account management, with 2+ years of direct people management experience leading technical or onboarding teams.
BA/BS degree required; PMP or Agile/Scrum certification highly preferred.
High proficiency with CRM and tracking systems (e.g., HubSpot), Microsoft Excel (data analysis), and Google Suite.
Experience managing complex implementations for public sector, state agencies, or educational institutions (K-12) is strongly preferred.
Executive Presence: Ability to command senior-level discussions, diffuse tension, and navigate politically sensitive client environments.
Systemic & Consultative Leadership: Focuses on scalable solutions rather than one-off fixes, coaching specialists to ask "why" and offer consultative guidance.
Revenue Mindset: Understands that a frictionless onboarding experience is the primary engine for lifetime account growth, retention, and expansion.

Nice To Haves

PMP or Agile/Scrum certification highly preferred.
Experience managing complex implementations for public sector, state agencies, or educational institutions (K-12) is strongly preferred.

Responsibilities

Team Leadership & Development: Direct, mentor, and coach Implementation Specialists and Senior Implementation Specialists. Foster a high-performance culture, manage workload capacity, and support professional growth.
Playbook & Process Optimization: Own and refine scalable deployment playbooks, out-of-the-box workflows, and configuration templates to improve team efficiency and reduce customer Time-to-Value (TTV).
Portfolio & Risk Oversight: Monitor the implementation lifecycle for all new and existing client implementations. Identify systemic risks, ensure deliverable quality, and maintain high standards across all deployments.
Executive Escalations: Act as the second line of defense for complex account hurdles, helping team members resolve high-stakes project blockers, diagnose root causes, and retain client confidence.
Cross-Functional Alignment: Work closely with the Sr. Director, Client Success, while partnering across Sales, Product, and Engineering to synthesize customer feedback into product enhancements and ensure seamless transitions throughout the account lifecycle.
Operations & Reporting: Oversee data integrity in HubSpot and internal tools, tracking core KPIs like account throughput, resource utilization, and implementation backlogs to report status directly to Client Success leadership.