Job Description

The Implementations Manager is a results driven individual that can independently lead the reporting, analysis and back-office support functions of the Strategic Implementation Team. He/she is responsible for managing a wide array of activities required to support the successful implementation of client programs, and to coordinate the activities of the Implementation Team with other departments and functions as needed.  A primary goal of this position is to allow the implementation managers to focus on critical client deliverables by assuming ownership for selected back-office activities and other items assigned to him/her by individual implementation managers.  The Implementations Manager is a professional who can anticipate and resolve problems, coordinate activities and initiatives across the team, and work effectively with other departments. He/she is a sound communicator who can collaborate effectively with others.


  • Oversees the coordination of reporting, analytics and back office activities for the Strategic Implementation Team, including:
    • Coordinate, with the active involvement and leadership of individual implementation managers, the design and development of the content of the "Implementation Framework," which will embody the operational models, processes and procedures for implementations
    • Design, develop and implement a structure and process, to support the "Implementation Framework," for the management of all documentation associated with both the overall implementation process and individual implementations, including client presentations, process flows, policies, procedures, project charters, project plans, project action registers, meeting minutes and related items
    • Work with Sales Finance on the design, deployment and ongoing administration of the Quip Platform, which will support the "Implementation Framework"
    • Coordinate and publish all non-project specific reporting, including:
      • Weekly Implementation report (a/k/a "War Room Report")
      • Weekly Implementation and Change Management Report
      • Quarterly Implementation Key Metrics Reports
      • Monthly Pre-sales High Probability Deal Forecast Report
  • Coordinates the interaction of the Implementation Team on specific activities with other departments, including:
    • Leading the Weekly Implementation and Change Management Review     
    • Representing, and presenting the input of, the Implementation Team in the revenue forecasting process, which is led by Sales Finance
    • Managing the repository of client contracts, including NDAs, MSAs, SOWs, Amendments and related documentation
    • Coordinating the assignment of resources from other departments on high probability, pre-sales deals
  • Supports internal and external client(s) in the implementation of new programs, including:
    • Receiving requests via the Contract Process of new sales and coordinating the assignment of Implementation Managers to specific sales
    • Establishing and implementing a process for advising all departments of key information on new sales, including the implementation manager assignment, and confirming the assignment of the resources of other departments that were assigned during the pre-sales process
    • Preparation and distribution of the "Fact Sheet" for individual implementations
  • Design and implement a set of reporting processes to track the key measures of success for the implementation process, initially:
    • Revenue:                     Time to revenue
    • Margin:                        Achieving deal targeted margin, post-implementation
    • Client Value:   Achieving client value drivers and key operational KPIs
    • Cost:                Managing within targeted implementation cost
    • Client:             Measuring client satisfaction with implementation


  • Ability to work alone and with minimal supervision, occasionally under time pressure and with multiple competing priorities at the same time
  • Ability and willingness to learn new processes/applications in a growing/changing business environment
  • Operate and actively lead in a team environment
  • Experience working with OnProcess clients in client facing roles; demonstrated track record of driving client satisfaction
  • Actively communicate with team members to keep them informed of activities
  • Strong organization skills, with emphasis on accuracy and timeliness
  • Strong analytical skills, which are required to conduct analysis and effective presentation of statistical information
  • Proficiency in Microsoft Outlook, Word, Excel and PowerPoint
  • Excellent problem-solving and decision-making skills
  • Ability to effectively develop new procedures and efficiently/effectively convey to other team members
  • Prior experience with reporting and metrics
  • Ability to be flexible in meeting deadlines
  • Excellent oral and written communication skills and strong interpersonal skills


  • Must be able to move intermittently throughout the work day.
  • Must be able to lift, bend, etc.
  • Must possess sight/hearing/speech senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.

Application Instructions

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