Senior Implementation Manager

The Senior Implementation Manager serves as a senior member of the Implementation Team and is responsible for leading the organization's most complex, strategic, and high-visibility client implementations. This role serves as the primary client-facing partner throughout implementation and provides leadership through execution, risk management, stakeholder alignment, and operational readiness. The Senior Implementation Manager partners closely with Product, Implementation Consultants, Implementation Analysts, Operations, Training, Quality Assurance, Release Management, Account Management, and Executive Leadership to ensure successful implementation outcomes. While this role does not have direct people management responsibilities, it is expected to mentor team members, drive implementation best practices, and serve as an escalation point for complex delivery challenges. The Senior Implementation Manager facilitates implementation planning, monitors progress against agreed-upon milestones, identifies risks and dependencies, and drives cross-functional coordination to support successful client launches.

• Serve as the primary implementation lead for the organization's largest, most complex, and highest-profile client programs.
• Build and maintain trusted relationships with client stakeholders, executive sponsors, and internal leadership teams.
• Coordinate implementation activities across Product, Operations, Training, Quality Assurance, Release Management, and other cross-functional teams.
• Partner with Product, Portfolio Management, and delivery teams to establish implementation schedules, milestone plans, and dependency tracking.
• Maintain visibility into implementation progress and proactively identify, communicate, and escalate risks, blockers, and dependencies.
• Facilitate executive-level client meetings, steering committees, status reviews, and implementation governance sessions.
• Support launch readiness activities by coordinating operational, technical, and client readiness workstreams.
• Drive resolution of complex implementation issues through collaboration, escalation management, and stakeholder alignment.
• Maintain implementation documentation, decisions, action items, risks, and approvals throughout the implementation lifecycle.
• Partner with Account Management to support client satisfaction, organizational transitions, and long-term customer success.
• Provide implementation leadership during post-launch stabilization and transition to ongoing operational support.
• Mentor and support Implementation Managers by sharing best practices, providing guidance on complex situations, and promoting consistency across the implementation organization.
• Contribute to process improvement initiatives, implementation standards, templates, governance practices, and operational efficiencies.
• Provide implementation status updates, portfolio insights, and risk assessments to senior leadership as required.
• Perform other duties as assigned.
• SUCCESS MEASURESSuccessful delivery of strategic and complex client implementations.
• Early identification and mitigation of implementation risks and dependencies.
• Strong client satisfaction and stakeholder engagement.
• Consistent implementation practices across teams.
• Effective cross-functional collaboration and escalation management.
• Successful mentorship and development of implementation team members.
• High-quality launch readiness and post-launch stabilization outcomes.

• Not provided in source content, add required education, experience, certifications, etc.
• (Preferred) Not provided in source content, add preferred education, experience, certifications, etc.