Senior Manager, Training and Implementation-Accounting

M3•Lawrenceville, GA

About The Position

The Senior Manager, Implementation & Training - Accounting leads the Accounting customer implementation lifecycle, from implementation ownership and configuration through training, launch readiness, stabilization, and transition to ongoing Support. The role is accountable for team performance, delivery quality, customer experience, capacity, and continuous improvement across Accounting product implementations. The Senior Manager leads the Strategic Implementation Manager and the Accounting Implementation and Training team, with supervisors or team leads reporting to the role as business needs require. This position independently manages day-to-day department operations, translates business priorities into actionable plans, and makes decisions within established authority. It is expected to proactively resolve issues, drive accountability, and deliver results with limited direction from the Director.

Requirements

Seven or more years of progressive experience in SaaS implementation, customer onboarding, software configuration, customer training, accounting software, professional services, or a comparable customer-delivery function; equivalent experience will be considered.
Five or more years of formal people-management experience in SaaS implementation, customer onboarding, customer training, professional services, or a comparable delivery function.
Experience independently managing team performance, resource planning, operational decisions, performance management, and employee development.
Demonstrated success leading a team and delivering measurable results with limited oversight.
Ability to independently lead a team or operational function, exercise sound judgment, manage competing priorities, and achieve measurable results with limited oversight.
Experience managing customer implementation portfolios, milestones, configuration work, training delivery, risk, and cross-functional dependencies.
Working knowledge of accounting processes.
Strong customer communication, facilitation, organization, analytical, and escalation-management skills.

Nice To Haves

Experience leading managers, supervisors, team leads, or senior individual contributors.
Hospitality-accounting experience.
Experience leading or materially improving SaaS customer-training programs, curriculum, delivery standards, trainer effectiveness, launch readiness, and implementation-to-support handoff practices.
Bachelor's degree.

Responsibilities

Lead, coach, and develop the Strategic Implementation Manager, Accounting Implementation and Training employees, and any assigned supervisors or team leads through clear expectations, regular feedback, performance management, cross-training, and succession planning.
Translate department goals into team and individual expectations, monitor progress, address performance gaps, and follow through on corrective actions.
Lead the Accounting implementation lifecycle from sales handoff through discovery, configuration, customer training, go-live readiness, stabilization, and transition to Support.
Manage customer assignments, capacity, schedules, KPIs, milestones, dependencies, aging work, and delivery risk across Accounting product implementations.
Establish team priorities, allocate resources, and adjust assignments and schedules to meet delivery commitments, service standards, and business objectives within approved staffing and budget parameters.
Evaluate team structure, skills, workload, and staffing needs; make employee assignments and staffing decisions within delegated authority; and recommend hiring, promotions, or organizational changes requiring additional approval.
Ensure the team understands and documents each customer's accounting processes, system setup, data and access requirements, training needs, and implementation success criteria.
Establish and maintain standards for implementation ownership, Accounting configuration, quality review, customer communication, documentation, and launch readiness.
Own Accounting customer-training strategy, curriculum needs, delivery standards, scheduling, completion expectations, and team readiness for product and process changes.
Ensure training reflects each customer's configured workflows and explains product use and the purpose of key hospitality-accounting processes.
Identify stalled, high-risk, or complex implementations early and establish recovery plans with clear ownership, dates, and customer communication.
Resolve routine operational issues and customer escalations within established authority; promptly escalate matters requiring Director involvement with an assessment, recommended action, and anticipated impact.
Coordinate multi-product customer work with Insight and Labor Management, Integrations, Support, Sales, Customer Success, Product, Engineering, QA, and other partners.
Maintain a consistent, measurable handoff to ongoing Support, including complete customer, configuration, training, open-item, risk, and ownership information.
Use implementation results, training feedback, handoff defects, early-life support cases, and customer escalations to improve processes, documentation, configuration quality, and customer readiness.
Establish, monitor, and communicate implementation, configuration, training, customer-experience, capacity, and handoff performance measures.
Keep the Director informed through concise reporting on results, risks, capacity, and decisions requiring leadership involvement.
Ensure appropriate team ownership and coverage for customer delivery, configuration, training, support, and documentation, and provide direct management involvement when severity, complexity, or business risk warrants it.
Protect confidential customer, employee, and company information and ensure compliance with established security, quality, and operating standards.
Perform other duties reasonably related to Client Operations and evolving business needs as assigned.