Implementation manager

Symplicity & Orbis Communications develops innovative technology solutions for post-secondary institutions. Our platforms help universities and higher education institutions enhance the student experience and strengthen connections between students, employers, community members, and educational institutions.

We are committed to building a collaborative and supportive workplace where employees can grow professionally while contributing to meaningful work. Our culture emphasizes professional development, employee wellbeing, community involvement, and strong team engagement.

Position Overview

The Implementation Manager is responsible for leading the successful onboarding and implementation of new clients, ensuring they are confident, prepared, and positioned to maximize the value of their Symplicity solution.

In this role, you will serve as the primary point of contact for clients throughout the implementation journey, from initial kickoff through launch and transition to ongoing client management. You will partner closely with clients to understand their goals and requirements, recommend best practices, configure solutions, coordinate training, manage project timelines, and ensure a smooth transition to the Client Success team.

The ideal candidate is a client-focused, organized, proactive, and adaptable professional who enjoys solving problems, managing multiple priorities, and learning new technology. Experience working with higher education institutions, SaaS platforms, or implementation and project management is highly valued.

Key Responsibilities

Client Implementation & Onboarding

• Lead the end-to-end onboarding and implementation of assigned clients, from kickoff through successful launch and adoption.
• Serve as the primary client contact throughout the implementation process, building strong relationships and maintaining clear, consistent communication.
• Conduct discovery sessions to understand client goals, business processes, requirements, and system needs.
• Advise clients on best practices for system configuration and implementation based on their specific institutional requirements.
• Analyze client requirements and translate them into effective configuration, training, scheduling, and implementation strategies.
• Identify opportunities for creative solutions when standard product functionality does not fully align with client requirements.
• Review system configurations prior to launch and identify outstanding tasks, potential issues, and areas requiring attention.
• Communicate with clients post-launch to confirm that training, support, and implementation requirements have been successfully addressed.

Training & Product Expertise

• Conduct engaging train-the-trainer sessions covering core product functionality, system navigation, tools, and advanced modules.
• Develop training approaches tailored to each client's needs and level of technical knowledge.
• Maintain a strong understanding of Symplicity products and continuously build knowledge of new features, enhancements, and product releases.
• Help clients understand how to effectively leverage the platform to achieve their institutional goals.

Project Management

• Create, manage, and execute implementation project plans, including milestones, deliverables, dependencies, and timelines.
• Monitor project progress and proactively identify risks, roadblocks, and opportunities to keep implementations on schedule.
• Clearly communicate project expectations, required client actions, deliverables, and timelines.
• Manage the day-to-day operational aspects of multiple implementation projects simultaneously.
• Adapt project plans and priorities as client needs and requirements evolve.
• Coordinate with internal teams, including Professional Services, Product, and Client Success teams, to deliver successful implementations.
• Partner with Professional Services to coordinate and implement technical integrations and custom solutions when required.

Client Success & Handoff

• Provide a high level of customer service and professionalism throughout every client interaction.
• Identify and communicate relationship concerns, configuration requests, or potential risks to the appropriate internal stakeholders.
• Ensure all implementation activities are completed successfully before transitioning the client to the Client Manager.
• Facilitate a smooth and comprehensive handoff, ensuring the ongoing client team has the information and context needed to support the account effectively.
• Travel to client locations to conduct training sessions or support implementation activities when required.

Compliance & Team Collaboration

• Follow company policies, procedures, and applicable local, state, and federal laws and regulations.
• Maintain a high level of professionalism, integrity, confidentiality, and accountability in all client and internal interactions.
• Contribute to a collaborative team environment and support other projects and initiatives as needed.
• Perform other related duties and responsibilities as assigned.

Qualifications

• Bachelor's degree in a related field required; Master's degree preferred.
• 2+ years of relevant professional experience, preferably in SaaS implementation, project management, consulting, customer success, client services, or higher education technology.
• Experience working directly with clients in a consultative or customer-facing role.
• Strong project management, organizational, and time-management skills.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities, with the ability to understand complex client requirements and translate them into practical solutions.
• Strong business acumen and sound judgment.
• Ability to manage multiple projects, priorities, and deadlines in a fast-paced environment.
• Demonstrated ability to learn new software and technology quickly.
• High level of attention to detail and a proactive approach to identifying and resolving issues.
• Strong commitment to integrity, compliance, collaboration, and continuous improvement.
• Ability and willingness to travel to client sites when required.

Preferred Qualifications

• Experience with SaaS implementations or enterprise software.
• Experience working with higher education institutions, universities, career services, student services, or related organizations.
• Experience with project management methodologies and tools.
• Experience delivering software training or train-the-trainer programs.
• Experience working with system configurations, integrations, data migration, or custom solutions.

Opportunity for Growth

In this role, a successful individual will grow to work with additional international business groups (e.g.; UK, Brazil, Australia), and also have exposure to top-level executives in the company, assisting them with decision making. Opportunity abounds at Symplicity, and through our parent companies Volaris and CSI (Constellation Software Inc.: CSU.TO on the Toronto Stock Exchange) we have a wealth of professional development programs to offer.

EEO / IWD / Veterans / Diverse / Inclusive Employer