Manager of Implementation & Onboarding

This is a Fully Remote Job About Our Client: The organization operates in the leave management software space, addressing challenges companies face in managing employee leave workflows. It offers a platform designed to streamline leave processes, improve compliance, and enhance the overall employee experience. The organization collaborates across various teams to ensure effective customer support and product delivery. About the Opportunity: The MANAGER OF IMPLEMENTATION & ONBOARDING leads the customer implementation and onboarding processes to ensure successful launches and smooth transitions to ongoing support. This role manages the implementation team, coordinates cross-functional efforts, and drives improvements to training and processes. The position is critical in translating customer policies into accurate platform configurations, resolving barriers, and maintaining quality and timeliness throughout the customer onboarding journey. Responsibilities: Manage, coach, and develop the implementation team through feedback and performance evaluations. Set and maintain standards for implementation quality and customer communication. Assign and balance workloads based on customer needs and team capacity. Oversee implementations from sales handoff through go-live and transition. Ensure clear documentation of scope, timelines, customer policies, and workflows. Monitor progress, address delays, and communicate with stakeholders. Participate in complex customer calls and resolve escalations. Collaborate with sales to ensure accurate handoffs and realistic timelines. Identify and resolve gaps between sales commitments and implementation capabilities. Maintain and improve implementation processes, documentation, and tools. Partner with operations to implement automation and AI to enhance efficiency. Coordinate with cross-functional teams to resolve dependencies and ensure smooth handoffs. Track and report on team performance and implementation metrics. Use data and feedback to guide coaching and process improvements. Requirements: Experience managing and developing teams involved in customer implementations. Strong understanding of customer onboarding and implementation processes. Ability to translate customer policies into technical requirements. Excellent communication and stakeholder management skills. Experience collaborating across sales, product, operations, and support teams. Problem-solving skills and proactive approach to managing risks and escalations. Familiarity with process improvement and use of automation or AI tools. Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.