Position Overview
The Implementation Manager is responsible for leading a team of Implementation Consultants and Project Managers focused on delivering successful client implementations, accelerating time-to-value, driving solution adoption, and ensuring long-term customer success. This role combines people leadership, operational management, project oversight, and process improvement to ensure implementations are executed consistently, efficiently, and in alignment with client expectations.
As a leader within Professional Services, the Implementation Manager serves as a coach, mentor, and escalation point while partnering closely with Customer Success, Product, Sales, and Support teams to continuously improve implementation outcomes, operational excellence, and customer satisfaction.
Responsibilities
Team Leadership & Development
- Lead, mentor, and develop a team of Implementation Consultants and Project Managers, driving accountability, collaboration, and high performance.
- Provide ongoing coaching, performance feedback, and development opportunities focused on consulting, project management, customer engagement, and solution expertise.
- Coach team members on the effective and responsible use of AI-powered tools to improve productivity, knowledge sharing, problem-solving, and service delivery.
Implementation Delivery & Customer Success
- Ensure successful deployment of Blackbaud Corporate Impact solutions through consistent execution of implementation methodologies and best practices.
- Drive timely project completion, customer readiness, solution adoption, and successful go-live outcomes.
- Monitor project health, implementation quality, customer satisfaction, resource utilization, and delivery metrics.
- Act as an escalation point for complex projects, customer concerns, and implementation challenges.
- Partner with Customer Success Managers to ensure a seamless transition from implementation to ongoing adoption and account management.
- Support strategic initiatives that improve implementation quality, accelerate time-to-value, and increase customer outcomes.
Operational Excellence & Innovation
- Develop and refine implementation processes, standards, tools, and methodologies to improve scalability, consistency, and efficiency.
- Leverage AI-powered tools, automation, and emerging technologies to enhance implementation delivery, reduce administrative overhead, improve reporting, and optimize team productivity.
- Analyze key performance indicators including implementation timelines, customer satisfaction, adoption, utilization, and project quality to drive continuous improvement.
- Champion a culture of innovation by encouraging experimentation and adoption of new technologies that improve customer and team outcomes.
Cross-Functional Collaboration
- Partner with Sales, Solution Engineering, and Customer Success teams to support project scoping, implementation planning, and customer onboarding.
- Collaborate with Product and Engineering teams to provide implementation feedback, client insights, and recommendations for product enhancements.
Qualifications
Required
- 5-7 years of experience in software implementation, professional services, project management, customer success, or related SaaS delivery roles.
- 2-4 years of people leadership or team management experience.
- Experience managing complex SaaS, CSR, grantmaking, employee engagement, or enterprise software implementations.
- Strong project management, organizational, and problem-solving skills.
- Excellent communication, presentation, and stakeholder management abilities.
- Experience utilizing AI, automation, or productivity technologies to increase operational efficiency, improve delivery processes, or enhance customer outcomes.
- Demonstrated ability to identify opportunities for innovation, process improvement, and operational transformation.
Preferred
- Experience with CSRconnect®, GrantsConnect®, corporate social responsibility programs, employee engagement platforms, grantmaking solutions, or similar technology platforms.
- Experience with Salesforce, Certinia (FinancialForce), Microsoft 365, SharePoint, Smartsheet, Power BI, or similar business systems. Familiarity with generative AI tools.
- Familiarity with implementation methodologies, change management, and process improvement practices.
- Experience working with enterprise or mid-market clients.
- Knowledge of corporate social impact, philanthropy, workplace giving, volunteering, or nonprofit operations.
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
The starting base pay is $101,900.00 to $132,800.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.
Benefits Include:
Medical, dental, and vision insurance
Remote-flexible workforce
Wellness Programs
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Donations for Doers
Pet insurance, legal and identity protection
Tuition reimbursement program
