Job Summary: The Manager, Implementation leads a team of Implementation Consultants responsible for designing, configuring, and delivering high-quality software solutions for clients. This role ensures that implementations are technically sound, scalable, and aligned with customer requirements. Working in close partnership with the Manager, Project Management Office (PMO), this role plays a critical part in driving successful project delivery, driving project outcomes and proactively monitoring project and solution health. The Manager, Implementations focuses more on solution quality, configuration execution, and technical delivery outcomes. Both roles are responsible for driving successful outcomes.

Supervisory Responsibilities:

• Cohesive team builder that leads by example.
• Manages the daily workflow and performance of Implementation Consultants.
• Recruits, interviews, hires, and trains new staff.
• Provides ongoing coaching, feedback, and performance management.
• Oversees hiring, performance management, and career development across the team
• Ensures adherence to implementation standards, methodologies, and best practices.
• Promotes a culture of accountability, ownership, and continuous improvement.
• AI fluency and promoting a transformational mindset with regard to AI.

Essential Functions:

• Owns the technical quality of client implementations, including solution design, configuration, and deployment.
• Leads a team of Implementation Specialists to deliver high-quality, scalable, and maintainable solutions.
• Partners closely with the PMO to ensure projects are delivered successfully, aligning technical execution and resources with project timelines and milestones.
• Translates business and functional requirements into effective system configurations and workflows.
• Reviews and validates configurations, and deliverables to ensure quality and consistency.
• Acts as an escalation point for complex technical challenges and implementation issues.
• Drives a motion of sharing technical knowledge across the team and building knowledge bases.
• Ensures consistency in how solutions are designed and implemented across customers and teams.
• Collaborates with Solutions Design, Product, and Engineering to align on requirements, constraints, and best practices.
• Identifies risks related to solution design or implementation and works with PMO to mitigate them proactively.
• Drives healthy capacity planning in partnership with the broader services teams.
• Acts as a project sponsor for key projects, ensuring proactive project risk management in partnership with the PMO.
• Drives continuous improvement in implementation methodologies, tools, and processes.
• Contributes to the development and standardization of reusable solution patterns and best practices.
• Ensures proper documentation of configurations, workflows, and customizations.
• Supports enablement and knowledge transfer to Support and Customer Success teams post-implementation in partnership with the PMO.
• Participates in retrospectives and incorporates lessons learned to improve future delivery.

The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Qualifications:‍

• Bachelor’s Degree or equivalent experience.
• 4+ years of experience implementing enterprise software solutions in a SaaS environment.
• 1–3 years of people management experience is preferred.
• Strong technical understanding of software configuration, workflows, and system integrations.
• Experience with Digital Asset Management (DAM) systems or similar platforms preferred.
• Proven ability to translate business requirements into scalable technical solutions.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and collaboration skills across technical and non-technical teams.
• Ability to manage multiple implementations and priorities in a fast-paced environment.
• Detail-oriented with a focus on quality, consistency, and. maintainability.
• Customer-focused mindset with a commitment to delivering high-quality solutions

Physical Demands & Working Conditions: Prolonged periods of sitting and/or standing at a desk and working on a computer.

Department: Implementation

Reports to: VP, Professional Services.

‍Working time: 3:00 pm - 12:00 am Vietnam time.