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Salary: USD 90,000 - 100,000 / annual
Grace Hill, a SaaS provider of talent performance and real estate management solutions, seeks a Manager of Implementation Services to lead a team of Implementation Managers in the successful onboarding and deployment of its software platform. Reporting to the Director of Implementation Services, you will own day-to-day team operations, drive efficiency and quality, and ensure a consistent client experience across Grace Hill's product suite.
You will be accountable for team performance, professional development, and operational excellence. Key responsibilities include overseeing daily operations and workload management for the IM team; conducting regular 1:1s and team meetings to provide coaching, feedback, and career development; defining and monitoring team KPIs around implementation time-to-value, client satisfaction, and utilization; and reducing implementation error rates through proactive quality oversight.
You will drive continuous process improvement to increase team efficiency and scalability, evaluate and refine implementation workflows, ensure consistent application of methodologies and documentation standards, and review client deliverables for quality before delivery. You will develop and implement training programs to strengthen technical proficiency, subject matter expertise, and client management skills; foster a culture of continuous learning and knowledge sharing; and serve as an escalation point for complex client or technical challenges.
Cross-functional collaboration is essential: you will work closely with Product, Customer Success, and other internal teams to gather client feedback and drive improvements, partner with peer managers to align on priorities and share best practices, and represent the Implementation team in cross-functional planning discussions.
Required qualifications include 3+ years of management or team leadership experience, preferably leading Implementation or Professional Services teams in a SaaS environment. You must demonstrate strong ability to manage and develop remote teams, excellent project management skills with a track record of delivering on commitments in fast-paced environments, and strong interpersonal and communication skills at all levels. Experience developing training or enablement programs, identifying process gaps, managing risk, and driving operational improvements is expected. Proficiency with Salesforce, CRMs, or project management tools (Asana, Jira) is a plus. Bachelor's degree preferred or equivalent relevant experience.
