Implementation Manager

About the role

Ottimate operates in the AI-powered automation space, focusing on streamlining financial operations and spend management for businesses. The organization addresses challenges related to integrating financial workflows by providing a platform that connects with ERP, accounting, and procurement systems, enabling improved operational efficiency and scalability.

The MANAGER, IMPLEMENTATION & ENABLEMENT leads the team responsible for transitioning customers from contract signing to realizing measurable value from the platform. This role emphasizes managing outcomes over timelines by defining successful implementation standards, developing consistent methodologies, and ensuring the team delivers customer value at scale. It serves as a key liaison across multiple functions to align customer expectations with delivered results and evolves in scope alongside organizational growth.

Responsibilities

• Lead and develop a team of Implementation Managers and Enablement Consultants with a focus on accountability and customer outcomes
• Coach team members through feedback and skill development to enhance performance and growth
• Establish clear expectations and performance standards for the team
• Develop and maintain implementation methodology focused on outcome-driven delivery
• Create and update playbooks, frameworks, and escalation guides to improve quality and efficiency
• Address delivery risks and complex client issues as an escalation point
• Ensure comprehensive documentation of implementation knowledge
• Consult with customers to support organizational change during adoption
• Engage leadership-level customers to build confidence in the implementation process
• Adapt to ambiguity and maintain alignment among customers and internal teams
• Identify and resolve root causes of implementation delays
• Collaborate with Solution Architects, Customer Success, Product & Engineering, and Sales to ensure smooth transitions and alignment
• Represent implementation in leadership discussions on processes and roadmaps
• Manage team capacity, resource allocation, and workload
• Define and monitor key metrics related to implementation success
• Contribute to strategic planning for the Services organization as it scales

Requirements

• 7+ years in SaaS implementation, professional services, or customer onboarding with 3-4 years in leadership
• Proven experience building or improving implementation practices
• Preferred experience with accounts payable, procurement, or financial operations workflows
• Experience with ERP or accounting systems such as Sage Intacct, NetSuite, Acumatica, or Microsoft BC is a plus
• Expertise in change management for customers and internal teams

Pay

The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.