Manager, Implementation

Title:Manager Implementation

Function: Customer Experience

Reports to: Senior Director Customer Experience

Reviewed Date:1.2026

Position Summary:

As the Manager Implementation you will have full ownership and accountability of customer satisfaction and on-time delivery throughout the Implementation phase whilemaintainingresponsibility for complete execution of the roll-out within the allotted and manage complex implementationsfacilitatestrategicconsultativecustomer conversations and collaborate cross-functionally to set up customers forlong-termsuccess from Sales to Customer Success.Youare responsible fortheend-to-endimplementationand deploymentmethodologyensuring projects stay ontrack;customers realize value quickly and delivery scales effectively as the business grows.

In this role you coach and develop a team of Implementation Consultants continuously improve delivery processes and apply formal service management and project delivery frameworks (egITIL PMP structured deployment models) to drive operational excellence. You partner closely with Customer Experience Product and Sales leadership to translate service performance data into actionable insights that improve retention revenue outcomes and service scalability.

Key Responsibilities:

Team Leadership and Development

• Lead coach and develop a high-performing implementation team by emphasizing consultative problem-solving strategic guidance and customer advocacy.

• Provide clear direction regular coaching and constructive feedback to ensureimplementationconsultants consistently deliver high-quality customer experiences.

• Support the team during escalations and critical customer situations modeling consultativeleadershipand sound decision-making at all times.

Implementation Strategy and Methodology

• Own and continually evolve the implementation strategy deliverymethodology and project workflows leveraging ITIL principles PMP practices and structured deployment frameworks to help customers achieve their goals.

• Design document and scale standardized implementation processes to ensure consistency efficiency and quality across every customer engagement.

• Create andmaintaincomprehensive project plans and standardized documentation for both internal and external processes ensuring alignment with customer outcomesaccuratetracking of project timelines risks and dependencies.

Product and Industry Expertise

• Demonstrate deepproficiencyin theeScribeproduct and government meeting-management best practices to effectively support implementation teams and when necessary directly manage customer accounts.

Continuous Improvement and Operational Excellence

• Drive ongoing improvements across implementation tools templates and processes to support enhanced service delivery and increased team scalability.

• Maintain consistent documentation and uphold operational hygiene to ensure clarity and repeatability in all implementation activities.

Metrics and Performance Tracking

• Establish track and report on key service and implementation metrics including:

• Time-to-Value (TTV)

• Customer Satisfaction(CSAT)

• Workload volume productivity and quality measures

• Customer retention

• Profit/loss models

• Service scalability and efficiency

Tools Training and Data Standards

• Implement andoptimizetools training programs and efficiency models to enhance service delivery and support team scalability.

• Ensure robust data standards structured delivery models and operational hygiene aremaintainedthroughout all implementation activities.

• Maintain consistent internal and external documentation to support clarity repeatability and continuous improvement.

Cross-Functional Collaboration

• Partner closely with Sales Product and Customer Success teams tofacilitateseamless handoffs align expectations and drive successful customer outcomes.

• Act as a consultative leader internally supporting cross-functional teams to better understand customer needs delivery constraints and service opportunities.

Skills and Experience Needed:

• Bachelors Degree preferred.

• 8-10years of experience in software implementationor project management.

• 3 years of experience leading implementation or services teams in a SaaS environment

• Strong working knowledge of ITIL PMP and structured deployment/project management frameworks

• Demonstrated ability to design scale andoptimizedelivery methodologies and service operations

• Strong consultative mindset with the ability to guide customers through complex decisions and changemanagement

• Excellent organizational skills with the ability to manage multiple projects whilemaintainingattention to detail

• Data-minded and analytically driven with experience using metrics and trend analysis to improve performance and outcomes

• Experience working with cross-functional partnersin a fast-pacedSaasenvironment

• Experience using Microsoft Office SalesforceChurnZeroBatonor similar systems.

Competencies:

Accountability

Adaptability

Building Partnerships

Business Acumen

Coaching & Developing Others

Delegation & Empowerment

Customer Focus

Dealing w/Ambiguity

Driving for Results

Initiating Action

Leading Change

Leading Teams

Managing Conflict

Operational Decision Making

Technical/Professional Skills and Knowledge

About the company:

More than just agendas or board managementeSCRIBEprovides comprehensive meeting management solutions with powerful tools and efficient workflows that support staff meeting participants and the public at every step of the meeting lifecycle. Taking meeting automation to a higher level we enable your organization to save time and money so your resources can be better spent on higher-value tasks and projects.

Founded in 2007 our solutions empower organizations across North America and as far away as Canada we have become a favorite of municipal governments with over half of the top 25 Canadian municipalities choosing eSCRIBE.

OnBoard is the parent company of eSCRIBE. Weve grown from a class project at Purdue University in West Lafayette Indiana in 2003 into the worlds leading board management software platform today. With a recent $100 million investment from JMI Equity and our recent purchase of meeting management software company eSCRIBE were poised to grow to even greater heights.

Benefits and Perks:

• Company provided equipment (laptop software etc.)
• Employment with a growing casual fun philanthropic minded company
• Employer paid extended health benefits including health spending account (CAN based employees)
• US Based Employees
  • Comprehensive high-quality medical/prescription drug plan options as well as dental and vision plan offerings.
  • An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
  • Medical Flexible Spending Accounts available.
  • Dependent Care Flexible Spending Accounts available.
  • Basic life insurance in the amount of $50000 or 1 Xs your salary (whichever is higher).
  • Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
  • 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2% for a total match of 4%.
  • Paid Time Off (PTO)/Holiday

Diversity Statement - Culture of Togetherness:

AtOnBoard our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful and we welcome foster and appreciate all. Diversity Equity and Inclusiveness fuelthe Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.

OnBoardis an equal opportunity employer and committed to a diverse and inclusive working not discriminate based on race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. For individuals with disabilities who would like to request an accommodation please email