Senior Implementation Manager

EdSights•New York, NY

4d•Remote

About The Position

At EdSights, we're building the technology for higher education to understand what students are actually thinking and feeling, so they can act before small struggles become big problems. We call it Student Voice Intelligence: engaging students in real-time, AI-powered conversations, uncovering the real drivers of attrition, and delivering those insights to power student success and enrollment workflows. Today, we partner with 300+ colleges and universities across the country. We're backed by an $80M investment from JMI Equity and are in a phase of rapid execution and expansion. This is an opportunity to do meaningful, hands-on work at a high-growth startup tackling one of higher education's most urgent challenges: helping more students persist from enrollment through graduation. You’ll join a driven, thoughtful team that values ownership, moves quickly, and cares deeply about building products that make a measurable difference for students. “EdSights has perhaps the world’s most valuable data set on what college students need to navigate their academic lives.” - The Washington Post The Opportunity As a Sr. Implementation Manager, you play a vital role in our growing company. You are the primary point of contact for large, strategic partners during the onboarding process from start to finish, owning our most complex accounts — large, strategic, and multi-product/multi-campus implementations. Beyond your own implementation projects, you act as a mentor and multiplier for the team — coaching Implementation Managers and Associates, contributing to org-wide process and documentation standards, and helping define what great implementation looks like as our product footprint evolves. Success in this role means independently navigating ambiguity, bringing strategic depth to every engagement, and being viewed by partners as a trusted advisor rather than just an implementation contact. We're looking for someone with a customer-first mentality who brings prior CRM or complex systems implementation experience, operates with minimal oversight, and is energized by helping extend our thoughtful implementation process to the additional needs of more data-heavy, complex implementations.

Requirements

4-6+ years in implementation, onboarding, or customer-facing SaaS roles, including at least 1-2 years managing enterprise or strategic accounts.
3+ years of hands-on CRM implementation experience — configuration, data migration, workflow/automation setup, integrations.
Platform-agnostic, though experience with a higher-ed-specific CRM is a strong plus: EAB Navigate, Slate (Technolutions), Salesforce Education Cloud/EDA, Element451, Ellucian CRM Recruit/Advise, or similar.
Multi-threaded stakeholder management — building relationships across senior and cross-functional partner contacts, not just a single day-to-day contact.
Change management experience, ideally supporting partners through adoption of a new or unfamiliar system.
Ability to coach and mentor peers — sharing judgment, unblocking others, and contributing to team culture.
Exceptional communication and customer service skills; high EQ and the ability to build rapport across a variety of stakeholders.
Project management skills both internally and externally, utilizing project management tools and maintaining project plans.
Teaching and facilitation skills, with the ability to adapt training content and approach to different partner audiences.
Self-starter with a strong bias for action and sharp problem-solving instincts — takes initiative, drives outcomes, and moves ideas into execution without requiring significant oversight.
Change-oriented problem solver — comfortable adapting established process to new complexity, and viewed by partners and peers alike as a steady, trusted guide through that change.
Customer First mindset — builds trust with customer teams, communicates proactively, and treats the customer experience as an integral part of high-quality delivery.

Nice To Haves

Experience in higher education is a plus.

Responsibilities

Serves as the primary point of contact for partners during implementation, owning enterprise, strategic, and multi-product/multi-campus accounts.
Responsible for successful adoption, onboarding, and launches associated with the assigned accounts as well as a smooth transition to Partner Success.
Ensures EdSights Partners are following change management best practices, often providing change management coaching to ensure each Partner team and persona is involved and informed accordingly.
Proactively identifies and mitigates partner and delivery risk in collaboration with Partner Success counterparts.
Partners closely with Product and Technical Integrations to help define implementation methodology, configuration standards, and documentation for new and evolving account types — applying our existing implementation process and helping expand it to cover the additional needs of more data-heavy, complex implementations like CRM, and contributing more broadly to team-wide process and standards improvement.
Mentors Implementation Managers and Associates; serves as an escalation resource for peers on complex partner relationship or delivery challenges.
Maintains Project Plan for each account via PM tracking tools (Asana, Salesforce, etc).
Collaborate across internal teams to ensure tasks are completed for implementation.
Expert proficiency at time management, estimates to completion, and calendar management; sets and manages proper expectations with partners with minimal oversight.
Configure automated SFTP integrations for partners in a way that optimizes future, ongoing data syncs.
Assist EdSights partners with basic field mapping and data alignment conversations and decisions, at times serving as a liaison between the Partner and EdSights technical teams.