Job Description

Position Summary
We are seeking a strategic and experienced Manager, Implementation Services to lead our growing team of Implementation Managers and Specialists. This role is critical in driving successful client onboarding, ensuring high-quality delivery of software solutions, and fostering a culture of excellence and collaboration. The ideal candidate will bring leadership, technical insight, and operational rigor to scale our implementation capabilities.
Key Responsibilities

• Lead and manage an Implementation Services team, including hiring, mentoring, and performance management.
• Define and execute the strategic roadmap for implementation excellence, aligning with company goals.
• Oversee multiple concurrent software implementation projects, ensuring timely and high-quality delivery.
• Serve as an escalation point for complex client engagements and project risks.
• Collaborate cross-functionally with Sales, Product, Engineering, and Support to ensure alignment and smooth handoffs.
• Develop and refine implementation methodologies, templates, and best practices.
• Monitor KPIs and metrics to assess team performance and client satisfaction.
• Drive continuous improvement initiatives across tools, processes, and team capabilities.
• Represent the implementation function in leadership meetings and contribute to strategic planning.
• Ensure compliance with internal standards and client-specific requirements.
• Promote a client-centric culture focused on value delivery and long-term success.

Qualifications and Skills

• Experience:
• Minimum 5+ years of experience in a client-facing role within professional services, consulting, or customer success.
• At least 2+ years of experience in a leadership or managerial position.
• Proven track record in managing and delivering complex client projects, with a focus on software solutions and services.
• Strong experience in consulting, solution implementation, and client relationship management.

Technical Skills:

• Experience with software solution implementations, including system integration, customization, and deployment.
• Understanding of cloud technologies, SaaS, and enterprise software solutions.
• Proficiency in project management tools and methodologies (e.g., Agile, PMP, or Prince2).
• Familiarity with CLM (Contract Lifecycle Management) systems or similar (legal) tech platforms
• Strong communication and stakeholder management skills, with the ability to explain technical concepts to non-technical audiences

Leadership & Communication:

• Excellent leadership, communication, and interpersonal skills, with the ability to motivate, mentor, and manage cross-functional teams.
• Strong client-facing skills with the ability to build relationships and drive client success.
• Exceptional problem-solving and analytical skills with a solution-oriented approach.

Education:

• Bachelor's or Master's degree in Law, or a related field, or equivalent practical experience.

Skills Required