Implementation Manager, Accela

• Background or strong interest in local government, community development, or municipal planning
• Bachelor’s degree in a relevant field (e.g., Business, Computer Science, Information Systems) or equivalent practical experience
• 3+ years in a client-facing implementation or project management role
• Deep understanding of software implementation processes and best practices
• Excellent communication and interpersonal skills, with the ability to lead client workshops and foster collaboration
• Strong technical aptitude with the ability to quickly learn new software applications and solve implementation challenges

Desirable

• We are searching for an independent and driven Implementation Manager to join our high-performing Implementation Team
• In this role, you will act as the primary point of contact for new customers, managing the onboarding process from start to finish
• This includes gathering requirements, configuring our SaaS solutions, overseeing project management tasks, and ensuring a smooth transition from sales to product adoption
• You will collaborate with cross-functional teams such as sales, product management, customer success, and technical support to deliver exceptional client experiences and foster customer satisfaction
• Client Onboarding: Lead the onboarding journey for new clients by conducting kickoff meetings, understanding their business processes and requirements, and guiding them on best practices for implementing and configuring our SaaS products
• Project Management: Manage project deliverables by ensuring work remains within scope, maintaining reliable and transparent communication, identifying potential risks and opportunities, and supporting clients with change management
• Product Configuration: Customize system settings, workflows, and integrations to meet client needs, focusing on out-of-the-box functionality to minimize customizations when possible
• OpenCounter Product-Specific Duties:
• Understand regulatory processes such as zoning and permitting regulations
• Translate municipal codes into a custom Excel-like language
• Set and maintain client expectations
• Clearly communicate the platform's value and goals
• Present complex issues in simple, relatable terms
• Cross-Functional Collaboration: Work closely with teams across sales, product management, and support to ensure seamless transitions from sales to client adoption
• Use strong communication skills to influence product improvements and deliver a cohesive client experience
• Training and Documentation: Develop and deliver training sessions to help clients fully adopt and utilize our SaaS products
• Maintain comprehensive documentation, including user guides and knowledge base resources
• Issue Resolution: Proactively identify and resolve implementation challenges. Escalate complex issues when necessary while keeping clients informed throughout the process
• Process Improvement: Continuously contribute to the improvement of implementation processes and methodologies