Implementation Manager I

Location: Remote

JOB SUMMARY

The Implementation Manager I is responsible for managing the end-to-end onboarding and implementation process for Grace Hill’s suite of products. This includes gathering requirements, configuring the platform, training end users, enabling client testing, and ensuring a smooth launch and transition to the Customer Success team. The Implementation Manager serves as the primary client contact during onboarding, guiding them toward successful adoption and long-term satisfaction.

KEY RESPONSIBILITIES

• Partner with clients to gather requirements, define success criteria, and create a tailored implementation plan.
• Lead product setup, configuration, and customization to align with client goals and contracted packages.
• Conduct client onboarding and training sessions focused on best practices and adoption.
• Facilitate smooth handoff to Customer Success post-implementation.
• Develop and manage detailed project timelines, ensuring milestones are met.
• Monitor progress, identify risks, and implement mitigation strategies.
• Maintain accurate project documentation for internal and client reference.
• Track and report key implementation metrics to leadership.
• Work with internal teams—such as Product, Sales, and Customer Success—to ensure seamless delivery.
• Escalate technical issues, integration challenges, or process blockers for timely resolution.
• Contribute to process improvements that enhance scalability and efficiency.
• Serve as a trusted advisor, guiding clients on optimal platform use to achieve business outcomes.
• Provide product demonstrations and admin training to drive adoption.
• Respond promptly to client questions and concerns during onboarding.
• Troubleshoot platform issues and coordinate solutions with internal teams.

REQUIREMENTS

• Bachelor’s degree in business, technology, or related field; or equivalent work experience.
• 2–5 years of experience in SaaS implementation, project management, or client onboarding.
• Strong understanding of project management methodologies and tools.
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences.
• Proven track record of meeting deadlines in a fast-paced environment.
• Proficiency with CRM and project management software (e.g., Salesforce, Asana, Smartsheet) and G Suite.
• Strong problem-solving skills and attention to detail.
• Ability to build rapport and maintain strong client relationships.
• Comfortable with occasional travel.

About Grace Hill

Grace Hill provides industry-leading SaaS solutions to improve property performance, reduce operating risk, and grow top talent in real estate. Our products span policy, training, assessment, survey, and data-driven insights serving over 1,700 companies and 500,000 professionals nationwide.