Senior Implementation Manager

Case Status • Charleston, SC

4h • Onsite

About The Position

This role serves as the primary post-sales point of contact for customers and leads the implementation process across internal and external teams. The Implementation Manager guides new customers through a structured, consultative onboarding experience, managing the handoff from Sales and ensuring firms are fully educated on Case Status products and services.
The Senior Implementation Manager owns the end-to-end implementation process, including system setup, configuration, and activation for newly launching firms, and manages the project through a successful transition to Client Success. The role works closely with Sales and Customer Success Managers to support a seamless customer lifecycle, advocating for customer needs and solutions that drive adoption and retention. As the liaison from post-sale through onboarding, this role ensures alignment, accountability, and a strong foundation for long-term customer success.

Requirements

• 4+ years’ experience in a project management or implementation type role, preferably in the technology world
• Detailed product functionality knowledge
• Outstanding verbal and written communication skills, with demonstrated executive presence
• Strong organizational skills, including ability to follow processes and needs for consulting sessions
• Strong analytical approach to determine advantageous solutions for our business and the customer
• Strong attention to detail and process

Responsibilities

• Lead implementations, including oversight of the project plan, stakeholder management and timeline
• Serves as expert consultant regarding product set-up/configuration, functionality, and best practices
• Conducts discovery sessions with new customers, in particular engaging the firms’ Case Status key users and decision makers.
• Demonstrates strong consultative and advisory skills to drive confident buyers and product stickiness
• Develops implementation project plans and maintains documentation and timeline of implementation projects and customer sentiment along the way
• Utilizes rolling implementation metrics to improve processes and tweak touch points to drive results
• Delivers prescriptive and consultative product sessions for internal firm project owners, setting the scene for a smooth transition for all users to receive full functionality training once transferred to the Software Trainer
• Serves as liaison to Sales, Software Trainers, and Account Managers, cascading information regarding implementation projects as applicable including scoping and planning for enterprise customers
• Develops and maintains systematic communication of product feedback and requests with the Product team
• Maintains consistent and competent usage of our internal tools to run the business effectively (CRM, Data tools, project management tools, etc.)

Benefits

• Unlimited Paid Time Off (with manager approval and after a short period of employment)
• Leading Medical, Dental and Vision Plans with HSA options and 24/7 EAP
• Monthly reimbursement allowance for health and wellness purchases
• Matching 401(k) contribution program after 3 months of employment
• Incentives for ownership in Case Status through its stock option plan (subject to board approval)
• Quarterly recharge days, 11 company-paid holidays, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees