Manager, Implementation Services

Manager, Implementation Services

Position Type: Full-time

Work Location: Remote (US-Based)

Reports To: Director, Implementation Services

Summary:

The Manager, Implementation Services, reporting to the Director, Implementation Services, is responsible for leading a team of Implementation Managers (IMs) in the successful onboarding and implementation of Grace Hill's software solutions. This role owns the day-to-day operations of the implementation team, driving efficiency, quality, and a consistent client experience across Grace Hill's suite of products.

The Manager is accountable for team performance, professional development, and operational excellence — ensuring Implementation Managers are equipped, aligned, and motivated to deliver implementations that meet client expectations and company standards.

Key Performance Outcomes: 
•       Achieve and maintain team KPIs related to implementation time-to-value, client satisfaction, and utilization.
•       Reduce implementation error rates and client escalations through proactive coaching and quality oversight.
•       Build a high-performing team through structured onboarding, ongoing development, and clear performance expectations.
•       Drive continuous process improvement to increase team efficiency and scalability.

Key Responsibilities: 

Team Leadership & Management

•       Oversee the daily operations of the Implementation Manager team, including workload  management, task delegation, and priority setting.
•       Ensure team members are aligned with project goals, client timelines, and company objectives.
•       Conduct regular 1:1s with each direct report to provide coaching, feedback, and career development support.
•       Lead team meetings to share updates, surface challenges, and maintain alignment and connection across the team.
•       Monitor team bandwidth and proactively reallocate work to maintain balance and meet delivery commitments.
•       Support the onboarding and ramp of new team members, ensuring early confidence and productivity in the role.

Performance Management
•       Define and establish clear team and individual KPIs aligned with departmental and company objectives.
•       Conduct regular performance evaluations, including annual reviews, providing constructive and actionable feedback.
•       Address performance issues promptly and fairly, taking appropriate action when warranted.
•       Partner with the Director of Implementation Services to identify high performers and create growth pathways.

Operational Excellence & Process Optimization

•       Continually evaluate and refine implementation workflows and procedures to improve efficiency, quality, and client outcomes.
•       Ensure implementation methodologies and documentation standards are consistently applied across the team.
•       Review client deliverables and implementation work product to ensure quality and consistency before delivery.
•       Identify and proactively address risks or gaps in the implementation process; develop mitigation strategies to ensure smooth delivery.

Team Development & Training

•       Develop and implement training programs that strengthen the technical proficiency, subject matter expertise, and client management skills of IMs.
•       Foster a culture of continuous learning, knowledge sharing, and professional growth.
•       Serve as an escalation point for complex client or technical challenges, guiding IMs toward resolution.

Cross-Functional Collaboration

•       Collaborate closely with Product, Customer Success, and other internal teams to gather client feedback, identify pain points, and drive improvements.
•       Partner with peer managers and department leadership to align on priorities, share best practices, and contribute to a unified client experience.
•       Represent the Implementation team in cross-functional planning and project discussions as needed.

Qualifications: 

•       Bachelor's degree preferred, or equivalent combination of relevant education and work experience.
•       3+ years of management or team leadership experience.
•       Experience leading Implementation or Professional Services teams in a SaaS environment.
•       Demonstrated ability to manage and develop remote teams effectively.
•       Strong project management skills with a track record of delivering on commitments in a fast-paced environment.
•       Excellent interpersonal, communication, and relationship-building skills, with the ability to engage at all levels — internally and externally.
•       Experience developing and implementing training or enablement programs for team members.
•       Ability to identify process gaps, manage risk, and drive operational improvements.
•       Proficiency with Salesforce, CRMs, or project management tools (e.g., Asana, Jira) is a plus.

Target Salary range:  $90,000-$100,000  Base + Bonus  

Grace Hill offers a robust suite of benefits, including health, dental and vision insurance, 401K, PTO, life insurance, disability insurance, and more.

We do not offer visa sponsorship or assistance. Applicants must be based in the US and authorized to work in the US at the time of hire.

About Us:

Grace Hill provides industry-leading SaaS technology solutions designed to make a positive impact in real estate and improve the lives of people where they work and live. Harnessing years of real estate experience and the understanding that people are better together, Grace Hill helps owners and operators increase property performance, reduce operating risk and grow top talent. More than 500,000 professionals from over 1,700 companies rely on Grace Hill’s talent performance solutions covering policy, training, assessment, survey, and data-driven insights.  Visit us at gracehill.com or on LinkedIn