Senior Implementation Manager

VTS•New York, NY

7d•$138,000 - $152,000•Hybrid

About The Position

The Senior Implementation Manager owns onboarding and outcome realization for VTS’s largest and most sophisticated enterprise clients. The role leads enterprise rollouts of VTS AI, from portfolio-scale document abstraction through persona-based activation, and is responsible for helping clients achieve measurable value early and supporting long-term retention. This is a fully client-facing role that combines onboarding with adoption and outcomes. The manager leads end-to-end implementations, including scoping, data readiness, configuration, enablement, risk management, and handoff to Client Success. They build trusted relationships with executive sponsors and operational stakeholders, align rollouts with client business outcomes, and use adoption signals and delivery data to guide decisions. The role also coordinates internal teams and third-party delivery partners, communicates customer feedback to Product and Engineering, and helps improve implementation playbooks and processes. The position is based in New York, NY, and requires working from the office four days a week.

Requirements

At least 4 years of experience leading client-facing implementations, onboarding, or professional services engagements for enterprise SaaS clients.
Comfort steering conversations with C-suite and senior stakeholders and presenting to large groups.
Structured, precise written and verbal communication, including clear updates on status, risks, and recommendations.
Curiosity, coachability, technology fluency, and readiness to use AI tools and systems.
Proactively identify and raise risks, and provide recommendations alongside problems.
Strong operational rigor, including project plans, status hygiene, and on-track/off-track reporting.
Ability to use adoption metrics and dashboards to support recommendations and action.

Nice To Haves

Experience managing vendors or outsourced delivery teams.
Fluency in commercial real estate, lease administration or abstraction, or property management systems such as Yardi or MRI.

Responsibilities

Own end-to-end onboarding for enterprise accounts, including scope, data readiness, configuration, enablement, and handoff.
Build trusted-advisor relationships with executive sponsors, asset managers, lease administrators, and senior decision-makers.
Align implementations with the business outcomes clients expect to achieve with VTS.
Lead persona-based rollouts and adoption playbooks, using adoption signals rather than task completion to determine readiness for transition to Client Success.
Act as a change leader by identifying workflow gaps and helping clients embed VTS in their teams’ work.
Manage strategic relationships with third-party delivery partners, holding them accountable for volume, quality, and timelines.
Use delivery data, adoption metrics, and modern tooling to identify implementation risks and coordinate solutions.
Coordinate Sales, Client Success, Support, Product, and Engineering during implementation and deliver an evidence-based handoff to the client’s CSM.
Communicate product feedback, defects, and strategic client needs to Product and Engineering.
Contribute to implementation playbooks, runbooks, and processes, and mentor fellow Implementation Managers.
Use technology to solve implementation problems.