Implementation Manager

Job description

The Implementations Manager is a critical leadership role responsible for driving regional implementation and training delivery, ensuring customers realise value quickly, adopt RMS solutions deeply, and transition seamlessly into long-term Customer Success.

Reporting to the Head of Implementations, this role owns day-to-day team delivery, training quality, and operational outcomes across the region while contributing to global process standardisation, playbook development, and continuous improvement. It serves all customer tiers (SMB, mid-market, and enterprise), managing the full journey from contract signature through go-live and handover to Customer Success.

What you'll be doing:

• Own end-to-end implementation and training delivery from post-sale handover through go-live and transition to Customer Success and Support
• Execute the global onboarding model, tailoring it to local needs while maintaining alignment with global standards, and contribute to the development of tiered implementation models
• Manage the implementation backlog, ensuring clear visibility into demand, capacity, and onboarding commitments; assign workflow across the team to balance utilisation and maintain delivery momentum
• Identify, coach on, and escalate implementation risks proactively, supporting the team in resolving bottlenecks and blockers to keep training and delivery on track
• Drive comprehensive training delivery for new and existing customers, ensuring clients gain confidence, proficiency, and maximum value from the RMS platform; keep materials current with product updates and evolving best practices
• Coach and develop team members across Implementation, Training, and Data Migration Specialist roles, holding the team to a high-performance, client-focused standard built on accountability and ownership
• Manage capacity across the team, execute workforce planning, hiring, capability development, and succession planning in partnership with the Head of Implementations
• Deliver against defined KPIs including time-to-value, on-time delivery, CSAT/CES, effort vs. plan, and early-life customer health, and maintain transparent workload, utilisation, and backlog reporting
• Use data and customer feedback to recommend and implement improvements in implementation quality, training effectiveness, and onboarding processes; provide input into global delivery methodologies, playbooks, and QA frameworks
• Partner with Sales to ensure smooth post-sale handovers, and work closely with Customer Success and Support to ensure clean handoffs at go-live and alignment on customer health
• Collaborate with Sales to ensure commercial agreements accurately reflect scope, effort, and cost-to-deliver; contribute to rate card evolution and flag commercial risks early where delivery effort trends above agreed scope
• Ensure new tooling and technology including automation, AI, and digital/self-serve delivery approaches is embedded into workflows and adopted by the team to a high degree of satisfaction

What you'll bring:

• Proven experience in SaaS or platform-based onboarding, implementation, or professional services delivery
• Demonstrated experience leading and developing implementation, training, or delivery teams in a customer-facing environment
• Track record of owning and improving delivery performance, including time-to-value, CSAT/CES, on-time delivery, and adoption outcomes
• Strong project management capability, including managing multiple concurrent implementations across varying complexity levels
• Experience designing and delivering training programs across diverse customer segments and technical proficiency levels
• Strong communication skills with the ability to present and explain technical information clearly to varied audiences
• Commercially aware, with an understanding of how onboarding quality impacts revenue activation, retention, and unit economics
• Experience with or appetite for embedding automation, digital delivery, or AI-enabled workflows into onboarding or delivery functions
• Experience with backlog management, capacity planning, and workload reporting highly regarded
• Ability to work effectively in a fast-paced, scaling environment and adapt processes as the business evolves

Why RMS?

Deliver Real Customer Impact Lead the regional function that determines how quickly and effectively customers activate value from RMS Cloud across every tier of the business.

Own Meaningful Outcomes Drive measurable results across time-to-value, CSAT/CES, early-life customer health, and reduced churn with full visibility into your impact.

Build and Develop a High-Performing Team Grow and coach a team of Implementation, Training, and Data Migration specialists, building a culture of accountability, ownership, and continuous improvement.

Influence Across the Business Partner with Sales, Product, Customer Success, and Support to remove friction, improve handoffs, and ensure the customer experience is exceptional end-to-end.

Flexible, Empowering Environment Operate in a hybrid setup that balances focus with collaboration, in a company that values direct communication, action, and results.

If you're a delivery-focused leader who thrives on building scalable systems and driving customer outcomes, this is your opportunity to make a global impact.