Senior Implementations Manager

Reeco•Miami, FL

About The Position

A successful implementation isn't simply about checking off tasks. It's about bringing together hotel teams, suppliers, accounting systems, integrations, training, and change management into one coordinated project that delivers value from day one. At Reeco, we're looking for an Implementation Manager to own that journey. You'll be responsible for leading customer onboarding projects from kickoff through successful handoff to Customer Success. You'll serve as the customer's primary project manager, ensuring implementations stay on schedule, stakeholders stay aligned, adoption stays on track, and every Statement of Work is delivered successfully. This role sits at the center of every implementation, partnering closely with Solution Architects, Implementation Specialists, Product, Engineering, Customer Success, and Sales to deliver an exceptional onboarding experience. We're not looking for someone who simply manages timelines. We're looking for someone who thrives on bringing order to complexity, building strong customer relationships, and keeping multiple moving pieces aligned toward a successful outcome. You'll become the trusted advisor customers rely on throughout onboarding, balancing project execution with customer experience while ensuring every implementation finishes with strong adoption—not just a completed checklist.

Requirements

5+ years of experience in SaaS implementation, professional services, customer onboarding, or project management.
Proven experience managing multiple customer implementations simultaneously.
Strong project management skills with exceptional organization and prioritization.
Experience leading executive customer meetings and managing cross-functional stakeholders.
Excellent written and verbal communication skills.
Comfortable coordinating technical and business teams throughout complex onboarding projects.
Experience using project management platforms such as Rocketlane, Asana, Monday.com, ClickUp, Jira, or similar.
A customer-first mindset with a proactive approach to identifying and resolving risks.

Nice To Haves

Experience driving software adoption and organizational change is highly preferred.
Hospitality technology
Hotel operations
Procure-to-Pay (P2P)
ERP or accounting systems
Supplier integrations
Change management initiatives
Customer onboarding at scale

Responsibilities

Owning customer implementations from kickoff through Customer Success handoff.
Leading project kickoff meetings and establishing implementation success criteria.
Building and maintaining project plans, milestones, risks, and timelines in Rocketlane.
Driving accountability across internal teams and customer stakeholders.
Coordinating Solution Architects, Implementation Specialists, Product, Engineering, and third-party partners throughout each project.
Tracking Statement of Work (SOW) completion and ensuring all contracted deliverables are successfully implemented.
Managing project scope, change requests, dependencies, and implementation risks.
Planning and coordinating customer training sessions to ensure teams are prepared for go-live.
Monitoring customer adoption throughout onboarding, including user activation, supplier connectivity, product configuration, and key implementation milestones.
Proactively identifying customers at risk of delayed implementation or low adoption and driving recovery plans.
Providing regular project updates to customer stakeholders and executive sponsors.
Coordinating successful go-live activities and validating implementation readiness.
Delivering comprehensive implementation handoffs to Customer Success, including project outcomes, adoption metrics, completed deliverables, and ongoing recommendations.
Identifying opportunities to improve implementation playbooks, project templates, documentation, and operational processes as Reeco continues to scale.