What Does An Implementation Manager Do?

WHAT DOES AN IMPLEMENTATION MANAGER DO?

Published: Aug 19, 2025 - The Implementation Manager leads project teams to execute warehouse system implementations, ensuring alignment between business processes, system functionality, and customer requirements. This role involves coordinating with project managers and stakeholders, managing system configuration, testing, and training, while also driving operational readiness through KPI and SLA accountability. The manager also acts as a subject matter expert, guiding change management efforts, mitigating risks, and fostering continuous improvement across warehouse environments.

A Review of Professional Skills and Functions for Implementation Manager

1. Cloud Implementation Manager Roles

Client Onboarding: Responsible for new cloud service customers through the Go Live date.
Risk Identification: Quickly identifies risks to meeting project timelines and works to overcome project obstacles.
Service Setup: Ensure contractual service support requirements are understood and set up for delivery in a steady state.
Contract Support: Assist in the contract amendment process.
Problem Solving: Ensure effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
Process Support: Provide a point of contact for process-related questions or issues and facilitate process-related meetings.
Team Collaboration: Collaborate with other team members.
Service Consistency: Ensure consistency of delivery, adherence to standard practices, and continuous improvement.
Report Communication: Discuss operational and service level reports and explain service level support available to internal or external customers.
Tool Management: Administer and manage the configuration of process-related tools, reporting tools, and associated technologies.
Training & Mentoring: Provide training and mentoring for functional teams.
Process Compliance: Ensure that process guidelines are understood and followed.

2. Implementation Manager Tasks

Account Configuration: Work with new mid-market customers to configure their UpKeep account to meet their specific business needs.
Subject Expertise: Serve as an UpKeep and Implementation subject matter expert.
Training Development: Develop tailored training programs, including hosting remote training, creating training materials and standard operating procedures.
Customer Experience: Provide an excellent customer experience through high-quality communication and interactions.
Data Migration: Assist customers with the migration of data into UpKeep.
System Integration: Support system integrations between UpKeep and other software.
Cross-Department Collaboration: Work closely with multiple departments to ensure a successful deployment.
Project Management: Act as the key Project Manager, ensuring accurate completion of numerous onboarding tasks.
Process Improvement: Identify areas for improvement in the customer experience, both in product and processes.
Customer Advocacy: Advocate for customer needs and issues cross-departmentally.

3. Implementation Manager Duties and Roles

Implementation Management: Manage the platform Implementation process for new customers and special projects for existing customers.
Method Utilization: Leverage the Intellum Method to help customers adopt and extract value from Intellum products.
Platform Strategy: Provide a strategy on how best to utilize the platform.
Objective Support: Support customers’ business objectives, employee training and/or customer education.
Project Management: Simultaneously manage multiple implementation projects.
Scope Compliance: Ensure that each implementation/project stays within the scope of the executed customer contract.
Sales Partnership: Partner with Sales to facilitate a smooth process from sales to implementation.
Customer Success Collaboration: Partner with the Customer Success Manager.
Customer Transition: Help new customers transition from implementation and existing customers execute on larger post-implementation projects.
Training Collaboration: Partner with the Training and Documentation teams to monitor and improve assets.

4. Implementation Manager Roles and Responsibilities

Onboarding Management: Plan, direct, and coordinate all aspects of a new client’s set-up, including relationship building, overall assessment, and evaluation of client needs during the late sales and onboarding processes.
Client Advocacy: Serve as the Client advocate and champion.
Implementation Coordination: Ensure a hassle-free implementation of ExtensisHR, including coordination of internal teams to discuss client needs, expectations, and requirements.
Training Delivery: Provide new client contacts training and orientations on HRIS, payroll processing, products, services, and other key processes.
Relationship Management: Ensure assigned clients are comfortable doing business with ExtensisHR.
Pricing Oversight: Confirm client pricing (i.e., Client billing, workers' compensation set-up, benefit selections, etc.) to ensure post-sale Client Success.
Payroll Compliance: Maintain up-to-date and comprehensive working knowledge of rules and laws that govern payroll administration practices.
Relationship Building: Develop a value-based relationship with each new client, resulting in maximum utilization of service offerings.

5. Implementation Manager Key Accountabilities

Payroll Processing: Ensure 100% error-free new client payroll processing for assigned Clients.
System Utilization: Utilize internal systems to support the Implementation team members in processing mock payrolls.
Payroll Setup: Ensure proper setup of payroll earnings, deductions, and successor wages, as well as processing and auditing client payrolls accurately while meeting SLA’s.
Client Support: Proactively support to Implementation team members in answering Client inquiries regarding payroll reports, and running ideal reports for each client based on their business needs.
Payroll Maintenance: Accurately complete any ongoing employee payroll maintenance while ensuring all changes are completed prior to payroll processing (i.e., 401K deferrals and loans, garnishments, benefits, new hires, and terminations, etc.).
Compliance Verification: Verify I-9 information submitted by clients for accuracy and compliance - request additional documents.
Issue Escalation: Escalate matters to internal departments and the Director, Implementation Services.
Sales Knowledge: Develop a deep understanding of the Sales process, including but not limited to understanding each stage of the Late-Stage Sales process to conduct the initial Client engagement, etc.

6. Implementation Manager Responsibilities and Key Tasks

Team Collaboration: Maintain positive and professional working relationships between all internal teams.
Collaboration Building: Foster a collaborative environment.
Onboarding Success: Ensure a successful overall client onboarding experience.
Client Service: Provide passionate, dedicated service to clients via virtual meetings, as well as in-person.
Issue Management: Proactively assess, orchestrate, and manage the identification and resolution of any issues pertaining to clients’ onboarding.
Onboarding Monitoring: Closely monitor the client onboarding experience and report on breakdowns, system failures, or miscommunication on expectations between the Client and ExtensisHR.
Quality Assurance: Maintain client quality survey scores in support of key initiatives.
Resource Development: Participate in building a library of templates, forms, FAQs, standard email responses, and processes and procedures that increase efficiency and service quality for clients.
Case Documentation: Timely documentation of client interactions as “Cases” in ClientSpace.
Task Coordination: Coordinate onboarding tasks between the Client Onboarding Services Team and other internal teams.
System Utilization: Make effective use of company systems, including Microsoft Office and various Company tools and software.

7. Strategy Implementation Manager Functions

Project Support: Work under the direction of one or more Strategy Directors on 1-3 projects at a time.
Stakeholder Facilitation: Facilitate discussions with stakeholders to drive forward project objectives and overcome barriers.
Work Planning: Conceptual projects create and manage work plans.
Data Analysis: Conduct analyses (Excel) and communicate insights (PowerPoint).
Equity Initiatives: Design and execute priority initiatives to close Racial Health Equity gaps.
Performance Support: Support performance drivers for Medicaid ACO population health model (e.g., quality).
Special Projects: Support special projects such as the opening of a new program or facility.
Clinical Operations: Optimize inpatient clinical operations.
ER Readiness: Ensure can treat patients who show up in the ER.
Strategic Partnerships: Lead partnership with strategic partners (e.g., Healthcare for the Homeless) to better care for highly vulnerable patient populations.

8. Sea Logistics Transload Implementation Manager Job Description

Global Alignment: Align with Global and Regional teams to continue evolving and improving the approach, and control the Implementation Toolkit.
Implementation Consistency: Maintain a consistent implementation approach.
Stakeholder Alignment: Align with key stakeholders from business development, program management and business units.
Deliverable Oversight: Ensure deliverables and new requirements are captured and maintain an overview of all open projects, key issues and work with executive sponsors to clear roadblocks.
Business Development Support: Involve the Business Development process, assisting with review of RFQ regarding feasibility, presentations to customers on Implementation methodology and/or system demos, and providing content to Marketing for implementation-related sales material.
Project Leadership: Lead customer implementation projects using Kuehne+Nagel Global Customer Implementation Methodology (GCIM), review the scope of work with the owner, creation of the Implementation project charter, process analysis, mapping, and flow charting for As Is/To Be solution design.
Process Review: Review technology requirements vs business processes with the project team, create and manage against the project plan.
Risk Management: Meet deadlines and minimize risks, maintain a Risk/Issues Log, provide Weekly project updates to all project team members and update the team project log with current project status info and coordinate SOP and Technical Customer Profile.
Training Setup: Set-up of training for operation and customers/vendors and set-up of quality working procedures with Quality Management KPI tools.
Project Support: Provide follow-up and/or new project support to Program Managers and OKAMs after the project's initial go-live and develop, implement and monitor initial Supply Chain Value Roadmaps with the Account Mgmt Team.

9. Junior Implementation Manager Job Summary

Post-Sale Implementation: Post-sale implementation of software as a service for TransPerfect clients.
Requirement Analysis: Understand the client’s motivation and requirements.
Workflow Anticipation: Anticipate bottlenecks or potential issues in workflows.
Creative Solutions: Responsible for providing creative solutions.
Business Balance: Balance the business needs versus technical limitations.
Workflow Creation: Create a workflow with shared efficiencies, setting up the client as well as the internal TransPerfect localization management.
Pre-Sale Support: Support in the pre-sale process for TransPerfect products and solutions.
Product Demonstration: Demo applications with the intent to showcase premium features.
Discovery Management: Manage discovery conversations with sales or with clients directly.
Bespoke Solutions: Transform client-specific needs into bespoke solutions.
ROI Articulation: Articulate the return on investment to clients in licensing TransPerfect solutions as opposed to free versions.
Application Understanding: Understand complex client applications, with a focus on driving single sign-on implementations and web integrations.
Stakeholder Management: Manage all stakeholders on any given solution setup.

10. Junior Implementation Manager Responsibilities

Requirement Configuration: Ensure that every component is configured per the client’s requirements.
Process Implementation: Help identify and implement new processes and tools.
Resource Alignment: Ensure implementation is possible with available resources and technology, as well as partner with product management teams to add features to the roadmap.
Documentation Creation: Create clear and concise documentation in shared workspaces.
Training Support: Partner with global sales and production training departments to roll out consistent training to all applicable users.
User Support: Collect user feedback and troubleshoot accordingly.
Trend Analysis: Analyze trends and track improvements with transparent communication.
Process Collaboration: Collaborate with any other process simplification and optimization initiatives taken by the TechOps team.
Process Improvement: Initiate process improvement projects to drive the team and business forward.
Positive Attitude: Thrive and maintain a positive attitude in a high-energy, fast-paced environment.
Priority Management: Manage multiple, competing priorities simultaneously.

11. Implementation Manager Details

Project Planning: Develop a project plan, following comprehensive implementation processes and alignment of internal and client resources.
Onboarding Strategy: Define strategies for onboarding and product launches, the preparation of the related activities and alignment with agencies.
Scope Management: Manage the scope of the project and report on issues, risks, scope changes and the actual progress.
Product Alignment: Align with the Office App Product team in regards to client-specific integrations, product configurations and customisations.
Testing Coordination: Arrange testing and acceptance (internal and external).
Client Engagement: Ensure full buy-in and engagement of client ambassadors through training and education.
Aftercare Handover: Arrangement of aftercare and handover to relevant parties.
Team Collaboration: Work in a pod led by the Customer Success Manager, and report to the Head of Customer Success.

12. Implementation Manager Duties

Client Relationship: Work closely with Sales and BD team to develop long-term relationships with clients, through managing and interpreting their requirements.
Proposal Development: Write, compile, and oversee the development of proposals or other documents describing organizational products and services in response to requests from prospective clients.
Customer Training: Responsible for demos and training customers.
Implementation Support: Responsible for implementation and smooth integration.
Quotation Management: Calculate client quotations and administer client accounts.
Technical Assistance: Provide pre-sales technical assistance and product education.
Product Training: Implement product training to prospects, customers and the sales team.
Demo Delivery: Conduct demo sessions with customers.

13. Implementation Manager Roles and Responsibilities

Cost Analysis: Analyze costs and sales.
Report Preparation: Prepare reports for the head office and keep customer records.
Product Input: Provide inputs to the design of custom-made products.
Delivery Management: Own the delivery plan, push to execute it according to the plan, budget, quality and customer satisfaction.
Risk Mitigation: Identify and mitigate risks regarding delivery and customer satisfaction.
Cost Tracking: Track of project costs (P&L).
Project Success: Responsible for the Client's project success/results, quality and added value by project management and quality assurance of the project.
Resource Coordination: Plan and coordinate all resources.
Hotline Support: Manage direct local 2nd-level hotline support.

14. Implementation Manager Responsibilities and Key Tasks

Operations Support: Hedg operations in 2nd and 3rd level support.
Project Implementation: Lead project implementation.
Problem Management: Responsible for managing all problems.
Issue Resolution: Eliminate problems reported by 2nd-level support.
Client Requests: Address the Client's ongoing requests.
Stakeholder Partnership: Partner with the Client's stockholders and articulate future needs.
Status Reporting: Share a weekly project status report and the accounts' status.
Management Updates: Update management on a weekly basis regarding project status, risks, and outstanding issues.
Business Review: Perform quarterly Customer Business Review meetings, presenting the account status, service value and KPIs.

15. Implementation Manager Duties and Roles

Customer Configuration: Help customers configure and use Ally and OKRs to best fit their needs and help them reach their business performance goals.
Implementation Management: Manage the cross-functional implementation of Ally software, services for each new customer.
Team Collaboration: Work across teams to ensure each implementation is a success, both internally (Sales and Engineering teams) and externally (customer contacts for OKR program management, technical implementation, and employee training, to name just a few).
Product Training: Create and conduct product training to educate customers so they can engage, build and grow their OKR process.
Process Adaptation: Continuously drive and adapt the implementation process.
Experience Improvement: Improve the customer experience, make the process more consistent, and become more efficient.
Customer Support: Provide insights on customer interactions, improve their experience through product support, and handle customer inquiries and requests.
Status Reporting: Summarize and report on the implementation program status, highlighting any barriers to success and proposing mitigation strategies.

16. Implementation Manager Role Purpose

Meeting Leadership: Lead key project meetings with the customer and cross-functional project stakeholders.
Requirement Gathering: Gather requirements, design an appropriate solution, and present the complete project plan.
Implementation Ownership: Own the Implementation Phase of client relationships and act as the client's primary point of contact throughout the implementation.
Project Documentation: Generate and maintain documentation that supports the collection, management, and reporting of all project-related information.
Contingency Planning: Develop, document and distribute contingency plans for critical events.
Stakeholder Updates: Provide regular updates and keep project stakeholders informed throughout the project.
Process Improvement: Identify and provide recommendations for project management process improvements.
Priority Management: Help manage internal priorities by tracking, reviewing, and evaluating progress across multiple projects.

17. Implementation Manager Job Description

Project Facilitation: Facilitate the on-time completion of special projects dealing with food service technology and retail mobile applications, working with a wide range of internal and external stakeholders.
Implementation Liaison: Act as a liaison between vendors, the Project Manager, the Developer Lead, and other internal stakeholders during the implementation process, including facilitating meetings, documentation of requirements, and timely follow-up.
Project Planning: Manage and develop a comprehensive implementation project plan for each new client.
Goal Validation: Validate goals and timing with all internal and external constituents.
Stakeholder Collaboration: Ensure a collaborative and partnered relationship with all internal and external stakeholders.
Consulting Approach: Apply a consulting approach to build, define and implement new solutions and strategies.
Project Management: Manage multiple projects, act as a Business Analyst with an innovative mindset, and a Process Analyst.
Process Delivery: Project managing from business process definition right through to implementation and delivery.
Data Validation: Serve as a point of contact for data validation processes and fulfillment regarding configuration or conversion issues throughout the implementation life cycle.
Deliverable Communication: Effectively communicate project deliverables related to client implementations and work with all necessary cross-functional teams.

18. Implementation Manager Details and Accountabilities

Project Planning: Develop and execute an implementation project plan meeting all deliverables and deadlines.
Strategic Guidance: Provide proactive strategic implementation guidance to the customer’s steering board and management teams.
Client Configuration: Own and manage all client configuration activities, including but not limited to system configurations, business rules, and business processes.
Change Management: Lead change management and strategy.
Satisfaction Planning: Develop and execute plans to address customer satisfaction gaps.
Customer Relationship: Own the relationship with each of his/her assigned customers and ensure complete customer satisfaction and referenceability.
Team Management: Manage a multi-function internal implementation team (4-5 people) throughout the process.
Executive Interaction: Present to and interact with senior and middle-management executives.
Service Preparation: Prepare current customers for the presentation and sale of future DemandTec services.
Customer Support: Provide ongoing customer support on the use of DemandTec applications and services.
Data Transfer: Facilitate the required transfer of data and information between the customer and DemandTec.
Data Analysis: Conduct ad-hoc analyses leveraging Consumer Demand Models.
Primary Contact: Function as the primary point of contact between customer personnel and the DemandTec staff.

19. Implementation Manager Tasks

MSP Implementation: Direct MSP implementations with support from the Implementation Director and implementation tools.
Solution Design: Participate in solution design calls and the development of plans, methods and procedures.
Project Management: Manage project plans and program deliverables from the corporate support role.
Documentation Creation: Responsible for the creation of document storage, templates.
Report Development: Create reports, presentations, process flows, program manuals and training materials.
Program Support: Support an MSP program and its subcontracted vendors.
Compliance Oversight: Ensure compliance, understanding, and reporting of all activities associated with the project.
Knowledge Transfer: Support knowledge transfers of contract requirements and service delivery components in conjunction with the Implementation Director.
Vendor Management: Manage Associate Vendor subcontractor relationships, onboard vendors to MSP programs, facilitate contract distribution, and train them.
Meeting Participation: Participate in internal and customer meetings in person and virtually, creating meeting agendas and completing meeting minutes.
Training Facilitation: Facilitate internal, customer, and supplier training.
Issue Escalation: Escalate issues to the Implementation Director for possible solutions and partners with the local management team.
System Setup: Lead the setup, build, and testing of the VMS system.

20. Implementation Manager Additional Details

QA Management: Responsible for completion and QA.
Implementation Oversight: Manage implementation activity to ensure account setup, billing, service levels, and subcontractor invoices and billing are in compliance with Company policies and the MSP contract.
Contract Review: Contract review management amendments.
Transition Support: Participate in the transition from implementation to operations following the successful completion of the project.
Program Partnership: Work/Partner directly with Program and Account Management to ensure satisfaction, providing full support for the success of a project's Go Live through Transition to their full MSP Management.
Department Collaboration: Work with all corporate departments supporting MSP accounts, including contracts for terms, amendments and supporting subcontractors, payroll and reimbursement.
Billing Compliance: Ensure billing, collection, and reporting activities required by contracts are completed timely, finance and accounting for performance guarantee accruals, P&L issues, and allocation and expenses associated with the MSP account, and technology support to make program requests, obtain support for onsite space, customize reporting and interface requirements, and implementation of the web-based programs (or other designated technology platforms) at MSP accounts.
Policy Enforcement: Provide, implement, and enforce company policies and procedures as directed by executive management.
Additional Duties: Perform additional duties/responsibilities that might be directed by VP/Leadership that are not contained in the job description, however crucial to the success of the role/organization.

21. Implementation Manager Tasks

Cross-Team Collaboration: Work across teams (implementation, sales, finance, product, support) to understand and deliver on the needs and requirements for all implementations.
Process Redesign: Review existing processes and redesign them for greater efficiency and scalability.
Team Support: Ensure all team members are informed and motivated, have the needed tools and resources and tasks are understood and completed.
Project Oversight: Oversee the initiation, planning, design, execution and monitoring of all implementation processes and projects.
Program Management: Apply Program Management principles to training and implementation projects for customers.
Metric Tracking: Track and report on key relevant metrics related to project duration, customer satisfaction levels, appropriate caseloads for team members, etc.
Process Scalability: Ensure that scalable processes are designed, implemented, communicated, and documented to enable continued aggressive growth.
Customer Service: Provide excellent customer service.

22. Implementation Manager Key Accountabilities

Project Management: Manage implementation projects across a set of new and existing customers and third parties.
Stakeholder Communication: Lead communication across all stakeholder groups internally and externally.
Process Leadership: Set the pace for everyone involved to streamline the process and effectively manage resources.
Risk Visibility: Provide visibility into implementation risks, issues, and constraints.
Advisory Role: Build trust as an implementation advisor to reduce delays and prevent escalations.
Status Reporting: Report status to the appropriate level of detail for the various audiences.
Solution Delivery: Perform demos, advise as solutions architect with clients to implement new capabilities.
Sales Support: Support the sales team, including providing input to proposals.
Handoff Facilitation: Facilitate effective hand-offs to the customer success team.

23. Implementation Manager Responsibilities and Key Tasks

Deployment Management: Manage deployments of Hearsay products, with clear client communications along the way around deployment status, issues and risk management, etc.
Requirement Assessment: Understand and assess business and technical requirements for initial rollout.
Deployment Planning: Work with customer teams to jointly establish deployment plans.
System Integration: Partner with clients in solving integrations with other standard enterprise systems (Archival systems, SSO, etc.) as part of deploying the Hearsay platform.
Solution Delivery: Come up with solutions and workarounds to client-specific challenges.
Trusted Advisory: Develop a trusted advisor relationship with customer contacts, as the technical voice of authority.
Client Education: Educate client administrators on best practices.
Platform Improvement: Improve the usability and productivity of the platform.
Activity Alignment: Ensure alignment of deployment activities.
Value Realization: Ensure the customer realizes the full potential of Hearsay Social.
Priority Management: Ability to effectively prioritize and manage multiple clients and projects at any given time.
Technical Expertise: Maintain technical knowledge and product expertise in all aspects of the Hearsay Social solution.
Cross-Functional Collaboration: Work effectively across various go-to-market and product teams at Hearsay, including Sales, Customer Success, Engineering, Marketing, Product Management etc.
Product Influence: Influence the product roadmap by distilling customer feedback into specific feature requests along with estimated business value.

24. Implementation Manager Key Accountabilities

Contract Management: Manage individual contract adherence, system acceptance, and overall customer satisfaction.
Project Planning: Create and maintain detailed, customer-specific Implementation project plans.
Plan Monitoring: Monitor and adjust project plans and implementation activities to ensure timely task completion.
Customer Communication: Act as the customer focal point for project communications and escalation of project issues.
Issue Documentation: Document project and product issues as well as ideas for enhancement during the ongoing management of customer accounts.
Implementation Feedback: Provide constructive feedback on implementation considerations for the deployment of new products and software releases.
Training Support: Assist with Training and Documentation in the development and delivery of employee education on new products and software releases.
Merchant Experience: Responsible for merchant experience while they implement products and solutions, ensuring high-quality and efficient integrations.

25. Implementation Manager General Responsibilities

Work Definition: Work with the Sales and R&D teams to define and deliver a Statement of Work (Implementation Plan).
Process Management: Manage the implementation process with the client.
Client Meetings: Lead meetings with the client on a regular basis to understand the client's needs and current workflows.
Information Gathering: Facilitate all client-facing technical and business information gathering during the pre-launch period.
Product Demo: Present HiredScore and conduct demos of the HiredScore product in the initial phases of implementation.
Post-Launch Support: Communicate to the client any maintenance needs of the new implementation for a defined period post-launch, as well as facilitating bug resolution and feature upgrades.
Opportunity Identification: Identify opportunities for further business and product development or potential risks to the project implementation.
Account Transition: Work with Customer Success teams to successfully transition the account from the implementation period to the launch, training, post-launch and adoption period.

26. Implementation Manager Essential Functions

LMS Implementation: Implement new learning management sites, activate new content/products, and work with project managers regarding large-scale projects.
Project Methodology: Application of basic Project Management methodology, as well as a consultative approach toward the HLC design, will be utilized.
Customer Consultation: Assist customers with defining key personnel, best practices, training and deployment via thorough consultation of key system needs.
Artifact Maintenance: Maintain project artifacts throughout the customer implementation process.
Scope Management: Manage project scope and customer expectations throughout the implementation process.
Status Reporting: Maintain a weekly status report of all ongoing implementations to the manager of Implementation Services.
Department Support: Maintain department documentation, participate in quarterly team workshops, and assist with onboarding new products into the department.
Defect Documentation: Work with database administrators to clearly define and document any defects incurred during the implementation process.

27. Implementation Manager Roles

Subject Expertise: Perform as a Subject Matter Expert (SME) for a number of medium to highly complex product solutions.
Strategy Development: Access both product and customer requirements to determine a strategy for delivering a cost-effective and timely solution.
Contract Management: Accurately interpret and validate contractual commitments and take ownership for implementing the products and services described in the contract.
Requirement Translation: Understand how to interpret the client’s business needs and translate them into application and operational requirements.
Client Collaboration: Proactively communicate and collaborate with clients and business partners.
Requirement Analysis: Analyze information needs and functional requirements.
Issue Resolution: Responsible for resolving and coordinating complex issues across the organization and promoting adherence to both corporate and industry policies and procedures.
Resource Management: Manage project resources and deliverables.
Performance Assurance: Ensure both contractual requirements and the business’s key performance indicators are met.

28. Implementation Manager Functions

Liaison Role: Act as a liaison among middle management, project sponsors, and the project team.
Information Communication: Ensure information is communicated and both internal and external customers are supported in the most appropriate manner.
Requirement Conduit: Serve as the conduit between the clients, their business partners and the software development team through which requirements flow.
Team Leadership: Provide direction, leadership, and coaching to resources assigned to project-specific tasks.
Team Collaboration: Collaborate with developers and subject matter experts.
Technical Vision: Establish the technical vision and analyze tradeoffs between usability and performance needs.
Customer Relationship: Establish strong customer relationships and effectively utilize diplomatic skills for balancing customer requirements against corporate directives.
Change Leadership: Lead, change, and coach others in the acceptance and support of change.
Contract Review: Review contracts with Account Owners to help establish and clarify expectations.

29. Implementation Manager Details and Accountabilities

Expectation Management: Review all aspects of the implementation process with the customer to establish and clarify expectations.
Team Leadership: Lead the Syniverse implementation team to validate the scope.
Task Identification: Identify customer and Syniverse-specific tasks and deliverables.
Project Planning: Gather site and customer-specific information to produce a project plan specific to the implementation effort and maintain the project plan to accurately reflect project status.
Plan Execution: Lead the Syniverse Implementation team in the successful execution of the project plan by managing project milestones, schedules and dependencies with external customers.
Meeting Facilitation: Conduct recurring meetings to review major milestones and deliverables in the project plan and to manage ongoing customer expectations throughout the project.
Risk Assessment: Conduct periodic risk assessments and identify mitigation strategies to manage the risk and limit exposure.
Issue Tracking: Identify, track, and report on all issues during the implementation process.
Issue Resolution: Ensure timely resolution and minimize project risk.
Note Documentation: Capture and distribute meeting notes in a timely and professional manner.
Conflict Resolution: Identify and resolve conflicts, misinterpretations and/or misunderstandings with internal teams, vendors, and customers.
Quality Assurance: Ensure all internal and external quality measurements are met.

30. Implementation Manager Overview

Project Closure: Complete all project closure activities, including customer sign-off, turnover to support, and billing initiation.
Implementation Setup: Facilitate identification, procurement, receipt, installation and testing of the facility, network, hardware and software required for the implementation.
Escalation Management: Manage the escalation process through internal and external organizations.
Training Coordination: Coordinate knowledge engineering, and user and administrator training.
Implementation Representation: Participate on Product and Project Teams as an implementation representative to Sales, Marketing and Product Management for Syniverse's product offerings.
Documentation Management: Maintain project documentation and store it in a central repository.
Compliance Assurance: Ensure corporate compliance and provide an audit trail backup for support.
System Maintenance: Maintain online system information in a timely and accurate manner to correctly reflect project status, manage deliverables and minimize project risk.
Administrative Support: Responsible for administrative tasks such as time reporting, emails, etc.

31. Implementation Manager Essential Functions

Customer Training: Train and educate the customer on Revenue Management and how to use Beyond Pricing to achieve revenue goals.
CRM Integration: Integrate the Customer’s CRM system with Beyond Pricing.
Onboarding Management: Effectively manage a customer’s onboarding experience.
Task Coordination: Ensure that the customer and team complete each task in a timely manner.
Product Knowledge: Maintain a deep understanding of Beyond Pricing’s suite of products, integrations, and algorithms.
Feature Customization: Cater Beyond Pricing’s features to the specific needs of the customer.
Issue Troubleshooting: Troubleshoot integration-related support tickets.
Cross-Functional Collaboration: Work with cross-functional teams to drive better collaboration and customer experience.
Feedback Communication: Communicate trending customer feedback and ideas.

32. Implementation Manager Duties

Implementation Leadership: Lead implementations and 3rd-party integrations for AspireIQ's enterprise-level clients.
Requirement Documentation: Document technical requirements, schedules, goals/metrics, and customer interactions.
Stakeholder Collaboration: Effectively collaborate with other account stakeholders.
Strategic Support: Support Account Strategists and Success Managers by providing tactical responses and strategic solutions to use cases and translating these into actionable steps for customers, including delivering customer-facing training on solutions.
Resource Coordination: Coordinate internal resources, customer resources, and third parties/vendors for the smooth execution of each implementation project.
Customer Engagement: Engage with customer marketing, product, and engineering teams.
Goal Alignment: Understand their goals for using AspireIQ and how the platform will fit into their marketing environment.
Application Enhancement: Proactively identify changes that can be made to the application to make customers' lives easier.
Project Management: Successfully and effectively manage simultaneous, diverse implementation projects on schedule, within budget and with high customer satisfaction.
Methodology Definition: Define consistent implementation methodology and templates.
Discovery Consulting: Conduct discovery consulting sessions to understand business requirements for project planning, design, resourcing, logistics, and project execution.
Business Development: Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion.
Sales Partnership: Partner with the Sales team and assist in project pre-qualification and scoping.
Deal Quality Assurance: Ensure that high-quality deals are sold that will lead to customer success.

33. Implementation Manager Responsibilities

Change Management: Apply structured methodology and lead change activities, from planning through to adoption, by identifying risks and points of resistance and developing specific plans to mitigate or address the concerns.
Training Development: Partner with Learning and Development (L&D), District Network Managers and Service Center Managers to develop training materials, plans and schedules for frontline employees.
Process Improvement: Implement process improvements on an ongoing basis.
Training Facilitation: Facilitate in-person and virtual training for leaders and frontline employees.
Improvement Support: Support and sustain improvements implemented across multiple sites in different districts/regions.
Accountability Advocacy: Act as an accountability advocate within the operations organization in support of XPO’s No Debate practices and work standards.
Subject Expertise: Function as a subject matter expert and single point of contact between Engineering and Operations.
Transformation Planning: Plan and assist with the execution of transformation events and projects targeted toward improving dock and P&D performance.
Tool Development: Collaborate with Engineering and the PMO to design, develop and pilot tools aimed at reducing cost/CWT, damage frequency and empty miles.
Service Improvement: Improve on-time service, load average and overall safety.

34. Implementation Manager Details

Team Partnership: Responsible for partnering with internal and external business and technical teams.
Account Implementation: Ensure smooth implementation of new ZELIS accounts and/or new products with existing ZELIS accounts.
Activity Coordination: Coordinate and assist with the management of implementation activities, including but not limited to the management of schedules, resource allocation needs and deliverables for a specific account.
Contract Communication: Accountable for communication both internally and externally around the activity and the fulfillment of all requirements per the contract with partners and clients.
Scope Documentation: Document the scope of work in all stages of implementation, noting customizations, routing rules, technical requirements and other business needs identified during the implementation process.
Status Reporting: Provide status reports via the defined ZELIS application as well as customized reporting.
Operations Partnership: Partner with Operations to advise on new client set-up and other relevant matters surrounding implementation.
Sales Collaboration: Partner with Sales and Account Management with implementation activities from kick-off to post-production hand-off of the client.
Account Analysis: Assist with the analysis of new accounts and expansions.
Project Planning: Maintain project plans for any assigned implementation and project work.
PMO Collaboration: Work closely with the internal PMO and Operations teams.
Expertise Support: Ensure proper subject matter expertise is available to support the implementation process.
EDI Collaboration: Work closely with the EDI team during the implementation process.
EDI Workflow: Ensure the EDI workflow is defined and executable.
Partner Communication: Interact and communicate with Adjudication Partners related to the implementation of mutual clients.
Privacy Compliance: Maintain awareness of and ensure adherence to ZELIS standards regarding privacy.

35. Implementation Manager Tasks

Issue Escalation: Act as the key champion and escalation point for all customer issues during the implementation phase.
Requirement Management: Manage requirements and Sales transitions, establish timelines, monitor progress, conduct weekly meetings with internal and external stakeholders and lead launch-related efforts.
Solution Delivery: Collaborate with cross-functional teams to deliver customized solutions to meet customer needs.
Customer Satisfaction: Accountable and own customer satisfaction and successful project delivery.
Product Recommendation: Provide recommendations on products and solutions, e.g., email marketing campaigns.
Contract Management: Review, manage and process contracts/statements of work.
Success Recommendations: Proactively make recommendations to the Customer Success team.
Revenue Growth: Identify new potential revenue opportunities within the customer account throughout implementation and beyond by fostering growing relationships with key customer counterparts.
Strategic Planning: Drive strategic planning with customer stakeholders to share new product offerings and gather feedback for product improvement.
Sales Support: Collaborate with and support the Punchh Sales team during pre-sales phases.
Subject Expertise: Contribute internally as a Subject Matter Expert (SME) for specific products or technical areas, by sharing knowledge and best practices with Customer Success, Implementations, and Sales.
Technical Knowledge: Maintain high-level technical knowledge of the Punchh platform and solutions, along with future product direction.
PM Collaboration: Work closely with offshore PM resources.

36. Implementation Manager Role Purpose

Relationship Management: Manage the client/agency relationship, work as a team to deliver great results.
Expectation Management: Manage client project expectations through regular meetings, project status reports and maintaining great relationships.
Adaptability: Work and keep up with the pace in a fast-paced environment, valuing people who are attracted to this way of life.
Brief Translation: Understand client briefs and translate them into a brief for the project and the development team (the best projects start with the right brief).
Team Collaboration: Work closely with the portfolio team.
Revenue Growth: Identify and drive revenue opportunities within the assigned accounts.
Calm Under Pressure: Calm and focused under pressure, don’t let unplanned occurrences phase and can approach anything with a smile.
Opportunity Identification: Proactively identify and deliver on growth opportunities within assigned accounts.
Business Understanding: Work closely with clients to develop an in-depth understanding of their business, products and marketing objectives across brand and digital to make clients feel like a part of the team.
Marketing Consultancy: Provide marketing guidance and consultancy to clients to add value to their business by understanding their brand positioning.

37. Implementation Manager Essential Functions

Customer Strategy: Strategize with customers to develop employee recognition and incentive initiatives.
Solution Recommendation: Recommend solutions based on the customer’s goals, strategies, business requirements, and HALO/industry best practices.
Client Leadership: Assume a lead, customer-facing role to recommend, gather and document program initiatives and scope of work requirements.
Program Design: Oversee the customer-facing design process of recognition and incentive programs, including consulting with customers during the program design process.
Platform Knowledge: Develop and maintain a deep understanding of how the technology platform delivers the agreed-upon initiatives.
Concept Presentation: Present concepts/examples of customer-specific programs in presentations (WebEx or in person) by creating scenarios in a test environment and/or PowerPoint.
Expectation Communication: Communicate customer expectations and project requirements to project managers and the data team, including creative direction to marketing team members.
Contract Understanding: Understand the customer’s Master Service Agreement and SOWs.
Scope Management: Identify when work is out of scope and be diplomatic in addressing this.
Website Configuration: Configure websites to support documented and agreed-upon business requirements.

38. Implementation Manager Additional Details

Program Documentation: Create program documentation, including documenting requirements in Excel, building flow charts in PowerPoint or Visio, and preparing customer-facing program overview documents in PowerPoint, Snag-It, or other tools.
Visual Translation: Use creative, visual means to translate the functionality of the technology platform to the needs and nomenclature of the customer.
Test Planning: Create high-level test plans and execute test cases within an implementation.
Template Ownership: Own templates and tools used during the implementation process.
Team Collaboration: Work with the Project Manager and fellow Implementation Managers.
Document Accuracy: Ensure all implementation documents are current, accurate, and effective.
Customer Tools: Create customer-facing tools to effectively communicate with customers, and design tools to be repurposed as standard implementation tools.
Requirement Documentation: Document requirements in ways that are understandable and actionable by the customer and by fellow HALO Recognition implementation team members.
Adaptive Approach: Adjust approach, communication style and tools based on lessons learned.

39. Implementation Manager Overview

Transformation Leadership: Own and lead transformations to ensure smooth setup of people, process, technology, IT, HR, finance and legal.
Stakeholder Management: Manage client and internal stakeholders through the transformation process through plans and status calls.
Scoping Workshops: Deliver scoping workshops to ensure the solution matches the sales deal.
Commercial Alignment: Ensure commercials match the scoped solution and Deal Desk sign-off.
Due Diligence: Manage due diligence for global rollouts, ensuring entity compliance.
Finance Systems: Ensure that finance systems are in place, working with the relevant FDs.
Reporting Setup: Ensure OMG is set up in accordance with finance and reporting criteria.
Department Coordination: Coordinate all relevant departments to ensure a successful launch.
Transformation Planning: Build and maintain a transformation plan.
Risk Management: Maintain risk log and implementation status sheet for top-level review.

40. Implementation Manager Responsibilities

Project Leadership: Lead the project team to deliver a system implementation within a new or existing warehouse environment.
Stakeholder Coordination: Coordinate work with the Project Manager and other stakeholders in implementations.
Environment Evaluation: Evaluate current and/or intended warehouse environments.
Solution Assessment: Identify fit to standard solutions, understand change activities, and contribute to risk assessment and mitigation.
Operations Training: Act as an SME for the Operations Team and provide hands-on training.
Accountability Management: Drive accountability of the project execution and delivery of successful operations based on warehouse KPIs and customer SLAs.
System Execution: Execute system configuration, implementation, and testing activities within the scope of a project.
Change Management: Act as a change agent and assist operational teams with the transition from as-is/to-be processes and systems.
Process Alignment: Function as a subject matter expert and drive the alignment of system functionality to desired processes and outcomes with the project team.
Performance Evaluation: Evaluate system and operational performance.
Issue Resolution: Identify issues or opportunities for improvement, and collaborate on solution development or resolution.
Professional Communication: Interface with internal and external stakeholders with professionalism.
Process Connection: Connect system functionality to business processes.

41. Implementation Manager Job Summary

Implementation Delivery: Lead the successful delivery of high-quality implementations and ongoing production support of client projects.
Team Leadership: Provide day-to-day direction to a team of highly skilled implementation consultants and analysts.
Performance Management: Ensure a high level of organizational effectiveness through ongoing performance management, talent assessments, and personnel development.
Account Management: Responsible for relationship or account management of multiple clients.
Industry Knowledge: Understand opportunities and challenges of the benefits administration industry and how it impacts the implementation and management of technology.
Problem Troubleshooting: Troubleshoot basic processing problems.
Scope Understanding: Understand each client’s scope of services.
Change Control: Create Change Control Requests and inform the Service Delivery team on a timely basis of changes in scope.
Resource Allocation: Review project schedules, allocate team resources based on project demand, and measure/evaluate the activities of the team.
Status Reporting: Provide a weekly Internal Status Report.
Progress Communication: Report team progress and set clear expectations on deliverables.
Design Documentation: Update the Technical Design Document for any changes in Requirements and manage the delivery of those changes through the implementation team.

42. Implementation Manager Accountabilities

Request Management: Ensure timely submission of product enhancement requests and issues.
Documentation Handoff: Ensure receipt of up-to-date documentation at hand-off from implementation.
Success Criteria: Establish client-specific success criteria for maintaining a positive, long-term relationship.
Risk Mitigation: Identify risks to client satisfaction on a timely basis and devise a strategy for mitigating those risks.
Product Enhancement: Seek opportunities for enhancements to the product that will provide meaningful improvements to the client’s business.
Client Pushback: Understand the appropriate instances when client pushback occurs.
Message Delivery: Deliver the appropriate message in a manner that does not damage the relationship.
Feedback Reporting: Provide ongoing and timely feedback to the Implementation Director or Client Services Manager on any team-related issues.
Team Coaching: Provide coaching and training to the Implementation team members.
Code Troubleshooting: Troubleshoot basic code problems.

43. Implementation Manager Functions

Value Delivery: Provide a value-added service by achieving business objectives and providing a high level of customer service by applying product knowledge and strong communication and coordination skills.
Management Communication: Maintain excellent communications with upper management within and across the organization.
Issue Resolution: Use professional concepts, apply company policies and procedures to resolve a variety of issues.
Policy Promotion: Promote departmental and corporate policies and procedures.
Solution Delivery: Contribute to delivering small to medium complexity product solutions that meet customer objectives by effectively utilizing product knowledge and/or industry experience.
Requirement Assessment: Assess product and customer requirements.
Resource Planning: Determine resources needed for delivering a cost-effective and timely solution.
Conflict Resolution: Coordinate resolution of issues across the organization and promote adherence to corporate and industry policies and procedures.
Team Leadership: Lead the Implementation team to validate scope, and to validate customer and Syniverse-specific tasks and deliverables for existing product solutions that are categorized as small to medium in complexity.
Project Planning: Gather site and customer-specific information to validate and produce a project plan specific to the implementation effort, from departmental templates and maintain the project plan to accurately reflect project status.
Risk Management: Recognize project risks and escalate all issues to management in a timely and professional manner in order to manage the risk and limit exposure.
Issue Resolution: Work effectively to identify and resolve conflicts and misunderstandings with internal teams, vendors, and external customers.
Training Coordination: Coordinate user and administrator training.

44. Senior Implementation Manager Job Description

Team Management: Manage a team under him who will be responsible for running projects around client onboarding and implementation for GLCM products.
Revenue Responsibility: Responsible for the overall revenue realization target and will need to significantly contribute to the achievement of the same.
Deal Assessment: Understand each deal before he accepts the same from the salesperson.
Revenue Analysis: Understand the revenue component and the solution sold based on the industry and sector it pertains to before he accepts it for further assignment to his team.
Delivery Alignment: Responsible for ensuring that the project delivery and revenue realization are in synchronization.
Pipeline Monitoring: Monitor his pipeline of deals and manage them within the stipulated TAT based on their complexity.
TAT Governance: Effectively govern the overall TAT of the deals and step in to ensure they are delivered within the stipulated time frame.
Stakeholder Alignment: Align with internal stakeholders such as sales, product, or operations at a set frequency through regular meetings.
Team Support: Ensure his team is adequately supported in driving the projects and completing setups or agreed customizations within the stipulated TAT and as per client expectations.
Client Consulting: Understand the client's business and act as a consultant to the client during the implementation.

45. Senior Implementation Manager Details and Accountabilities

Stakeholder Engagement: Engage with stakeholders (internal and external) to provide opinions/alternatives on the documentation queries raised by customers for GBM/CMB clients.
Sales Consultation: Provide consultation to the Sales Team and participate in the deal team to secure mandates.
Compliance Adherence: Maintain HSBC internal control standards, implement and observe Group Compliance Policy.
Risk Awareness: Maintain awareness of operational risk and minimize the likelihood of it occurring.
Function Development: Contribute to the management and development of the Client Implementation function both in India and the Asia Pacific region.
Unit Building: Assist in building up GLCM Client Implementation as a cohesive functional unit.
Escalation Management: Manage escalations/senior management interventions.
Risk Management: Manage operational risk, including its identification, assessment, mitigation and control, loss identification and reporting.
Relationship Building: Build a relationship across all levels at the customer’s end.
Client Contact: Act as the bank’s contact for any GLCM-related requirements of the customer, rather than a plain transaction banking representative.
Client Recall: Ensure top-of-mind recall with the client.
Revenue Tracking: Responsible for revenue tracking for clients being onboarded onto HSBC’s platform.

46. Implementation Manager Additional Details

Project Oversight: Oversee the management and completion of special projects assigned to the team.
Process Efficiency: Leverage technology and processes to gain efficiencies.
KPI Adoption: Evaluate and adopt the use of KPIs that support the implementation process.
Audit Compliance: Ensure compliance with existing and communicated SOC1 audit control objectives.
Management Reporting: Ensure timely and accurate submission of management reporting (goals, dashboards).
Policy Enforcement: Promote and enforce adherence to personnel policies and procedures.
Fraud Prevention: Focus on prevention and immediate escalation of any suspicious or potentially fraudulent activity.
Vendor Management: Work with external vendors and suppliers.
Issue Escalation: Escalate and coordinate issues related to facilities or work area improvements.

47. Regional Implementation Manager General Responsibilities

Strategy Coordination: Report to the Head of Implementation and Execution, and coordinate with Regional field sales and Boost Operations teams on the implementation strategy for product and promotional launches to expedite speed to entry in achieving Boost Mobile OKRs and KPIs.
Process Development: Assist in building processes, procedures, and coaching tools for newly hired/promoted sales employees (internal and external) through their initial 90-day development period.
Sales Implementation: Coordinate with the Regional Director of Sales to implement, inspect, and enforce the company’s customer-facing sales strategy for product/promotional launches within the assigned territory.
Training Delivery: Deliver new hire and developmental trainings for all Boost Mobile retailers’ front-line employees within assigned territories.
Market Optimization: Responsible for market-level optimization relative to Boost Mobile brand standards, selling skills, and team development.
Training Execution: Responsible for field training implementation and execution for all new brand and channel launches across the assigned territory for the sales team.
Client Portfolio: Manage a portfolio of clients, match customer needs to system capabilities.
System Testing: Manage system configuration testing.
Technical Leadership: Lead technical projects, including API integrations using iPaaS tools.

48. Implementation Manager Roles and Details

Client Contact: Engage as the direct point of contact between clients and Lucid Green from contract signing through full implementation.
Relationship Building: Establish a deep and meaningful working relationship with the brands being managed.
Customer Onboarding: Collaborate with operations and engineering teams to onboard new customers.
System Replication: Replicate the brand’s current printing system using portal and integrations, and guide brands, distributors, and retailers on how to best implement the solution.
Deployment Support: Maintain and support existing deployments and development of documentation to support these deployments.
Process Improvement: Identify improvements within the cannabis supply chain ecosystem and recommend these improvements to key stakeholders.
Account Service: Provide exceptional account service to each client by ensuring they are maximizing the benefits of Lucid Green solutions.
Data Integration: Coordinate data integration requests, configurations, setup, and confirmation.
Timeline Management: Maintain a clear line of sight on implementation timelines and communicate status and potential issues to the team.
Team Liaison: Serve as a point of contact between clients and technical teams.
Requirement Documentation: Document process flows as well as business and technical requirements.
Reconciliation Support: Support reconciliation efforts and other later-stage tasks for implementations and upgrades.
Continuous Improvement: Contribute to the success of ELBU through involvement in continuous improvement initiatives, increasing efficiencies during implementations, and supporting team members.

49. Implementation Manager General Responsibilities

Release Planning: Plan the release of complex change deliverables and the release life cycle.
Task Management: Own, manage and communicate implementation tasks such as plans, timelines, requirements, etc. between different teams, including development, devops, projects, service and other relevant stakeholders.
Schedule Coordination: Coordinate the implementation schedule and resources required depending upon the third-party applications, defect backlogs, planned releases, and infrastructure updates.
Risk Management: Identify the risks that can delay the implementation and manage them, such that the scope is scheduled and the quality of the implementation.
Procedure Documentation: Maintain documentation related to procedures on build and release, various notification lists, and dependencies.
Methodology Improvement: Make improvements in the methodologies used for configuration management and the development of software.
Configuration Support: Help to find ways to use in configuration management.
Portfolio Monitoring: Monitor and manage investment portfolios.
Cash Flow Review: Review and consider cash flows on portfolios.
Exposure Management: Responsible for maintaining equity, FX, rates, and credit exposures via physical holdings and derivatives across the portfolios.
Team Collaboration: Build a close working relationship with the portfolio management teams.
Portfolio Efficiency: Ensure the efficient management of portfolios.

50. Implementation Manager Responsibilities and Key Tasks

Cross-Functional Collaboration: Work with a cross-functional team comprised of operations, engineers, data analysts, communications staff, and product leads.
Program Expansion: Help expand the existing Free Market Health programs under current contract structures with health plans.
Business Implementation: Support the implementation of new business.
Partner Integration: Conduct integrations with parallel partners to include PBMs and provider offices.
Project Execution: Build and execute internal technical and tactical projects as directed by senior leadership.
Executive Interface: Execute routine interface with both internal executive leaders and senior-level executives of health plan partners.
Customer Onboarding: Fully manage customer implementation and onboarding from designing an implementation that supports the customers’ use cases, creating supporting architecture documents and other artifacts, and serving as the project manager through their onboarding.
Data Integration: Collaborate with Customer Success Managers and Solutions Engineers on customer data integrations and uniquely technical implementations.
Market Expertise: Interact with some of the smartest folks in the marketing technology ecosystem and bring expertise, partnership, and empathy to those interactions.
Data Management: Responsible for all things customer data and BlueConic, including personalization and recommendations engine mobile SDKs, the fully integrated AI Workbench, and the dozens of integrations provided out-of-the-box.

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