Implementation Program Manager

Essential Functions

• Lead end-to-end implementation of SPHEREboard for enterprise clients from kickoff through go-live.
• Translate client business and technical requirements into actionable implementation plans.
• Conduct discovery sessions to align client goals with SPHEREboard features and capabilities.
• Set clear expectations around project scope, deliverables, and timelines with clients and internal teams.
• Serve as the primary point of escalation for implementation-related issues and ensure timely resolution.
• Drive standardization of processes and templates across projects for consistency and efficiency.
• Manage and support a team of engineers responsible for SPHEREboard implementations.
• Assign resources to projects based on skillsets, project requirements, and workload.
• Foster a collaborative and high-performance team culture, encouraging innovation and continuous improvement.
• Collaborate with Product, Engineering, Support, and Sales teams to support client-specific needs.
• Act as the internal voice of the customer, escalating feature gaps, risks, or blockers as needed.
• Ensure alignment across all teams on project objectives and timelines.
• Deliver training to end-users and admins to drive adoption of SPHEREboard features.
• Provide recommendations and best practices based on client use cases and industry knowledge.
• Support transition of the customer to Product Support post-implementation for ongoing engagement.
• Maintain accurate project documentation, including project plans, status reports, risk logs, and technical configurations.
• Monitor and report on time-to-value, implementation KPIs, and customer readiness milestones.
• Continuously improve onboarding frameworks, playbooks, and reusable assets for future deployments.
• Monitor and enforce adherence to time tracking policies in the resource management tool for all projects and team members.
• Regularly review and analyze time-tracking data to optimize resource allocation and project delivery efficiency.
• Provide feedback to team members on time tracking accuracy and compliance.

Requirements

• Average implementation timeline vs. target.
• Customer onboarding satisfaction (NPS/CSAT).
• Deployment success rate (defined by go-live and customer sign-off).
• Absorption of core SPHEREboard features within 30/60/90 days.
• Quality of handoff to Customer Success and support teams.

About Sphere

SPHERE is the global leader in Identity Hygiene. We are dedicated to reshaping modern identity programs by embedding this foundational fabric, enabling organizations to quickly reduce risks. We work through an identity lens that protects an organization's accounts, data, and infrastructure. Our solutions deliver immediate time-to-value by leveraging automation to discover, remediate and secure identities, now and forever.

Driven by our core values of passion, empathy, and authenticity, our vision drives us to continually innovate, helping our clients to sleep better knowing their attack surface is drastically reduced, thwarting the plans of bad actors every single day.

To find out more about SPHERE and our solutions, please visit www.sphereco.com.

SPHERE is an equal-opportunity employer. Applicants will be evaluated without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.