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 planLead product setup, configuration, and customization to align with client goals and contracted packagesConduct client onboarding and training sessions focused on best practices and adoptionFacilitate smooth handoff to Customer Success post-implementationDevelop and manage detailed project timelines, ensuring milestones are metMonitor progress, identify risks, and implement mitigation strategiesMaintain accurate project documentation for internal and client referenceTrack and report key implementation metrics to leadershipWork with internal teams—such as Product, Sales, and Customer Success—to ensure seamless deliveryEscalate technical issues, integration challenges, or process blockers for timely resolutionContribute to process improvements that enhance scalability and efficiencyServe as a trusted advisor, guiding clients on optimal platform use to achieve business outcomesProvide product demonstrations and admin training to drive adoptionRespond promptly to client questions and concerns during onboardingTroubleshoot platform issues and coordinate solutions with internal teams Requirements Bachelor’s degree in business, technology, or related field; or equivalent work experience2–5 years of experience in SaaS implementation, project management, or client onboardingStrong understanding of project management methodologies and toolsExcellent communication skills, with the ability to explain technical concepts to non-technical audiencesProven track record of meeting deadlines in a fast-paced environmentProficiency with CRM and project management software (e.g., Salesforce, Asana, Smartsheet) and G SuiteStrong problem-solving skills and attention to detailAbility to build rapport and maintain strong client relationshipsComfortable 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. Powered by JazzHR dP1FNsPSEs