Implementation Manager, Rotageek

• 2+ years in managing SaaS client onboarding projects, ideally within Customer Success or Professional Services
• Experience managing multiple client projects simultaneously and delivering on time
• Proven track record of managing executive-level client relationships
• Strong project management skills with experience in methodologies like Agile or PMW
• Comfortable discussing technical topics and demonstrating the value of SaaS solutions
• Understanding of API integrations and technical workflows
• Excellent communication skills, with the ability to explain complex concepts to non-technical audiences
• Strong organizational and time management skills
• Basic experience with SQL and SQL Server Management Studio for troubleshooting

Desirable

• The Implementation Manager will lead end-to-end delivery of Rotageek and ELMO solutions for new and expanding customers
• You’ll own the full deployment lifecycle from discovery and solution design through configuration, testing, rollout, and transition to BAU
• You will work closely with Customer Success, Product, Support, and Partner teams to ensure customers adopt the platform quickly, smoothly, and sustainably
• You’ll be expected to challenge outdated processes, remove inefficiencies, and actively use automation and AI to deliver projects faster, more accurately, and with less manual overhead
• You’ll set the pace, drive clarity, and ensure every project lands cleanly and delivers measurable value
• As a customer-facing role, you will prepare and deliver clear project plans, timelines, and status updates to stakeholders at all levels, including executives
• You will own project performance, risks, and delivery outcomes across your customer portfolio
• Project Delivery & Ownership:
• Run end-to-end implementations across multiple customers, keeping scope, timeline, and quality tightly controlled
• Lead discovery sessions to understand business structure, labour model, workflows, and technical requirements
• Translate customer needs into a clean, scalable configuration plan for Rotageek and ELMO products
• Build, manage, and optimise detailed project plans, RAID logs, and documentation
• Coordinate technical integrations with customer IT teams and partners, ensuring clear specs and predictable delivery
• Drive UAT cycles, training, go-live planning, hypercare, and structured handover to Customer Success
• Efficiency, Automation & AI-Driven Delivery:
• Identify delivery bottlenecks, repetitive tasks, and inconsistent processes, then eliminate or automate them
• Introduce AI-supported workflows for data manipulation, requirements analysis, reporting, configuration validation, and documentation generation
• Build and maintain playbooks and accelerators that shorten implementation cycles and reduce rework
• Champion a “build once, use repeatedly” mindset (templates, scripts, checklists, macros, and automated QA)
• Work with Product and Engineering to surface recurring issues, gaps, or manual tasks that should be automated in-product
• Customer Management:
• Act as the primary delivery contact for your customers throughout implementation
• Build strong working relationships with operational stakeholders, project managers, and technical leads
• Facilitate project ceremonies including kickoffs, weekly stand-ups, risk reviews, and steering groups
• Ensure customers understand the platform, configuration decisions, and project trade-offs
• Escalate and resolve issues early, ensuring project risks are controlled, not surprised
• Cross-Functional Collaboration:
• Work with Customer Success to ensure a smooth handover and early adoption success
• Partner with Sales and Solution Consulting to shape accurate scoping, resourcing, and implementation design during pre-sales
• Provide structured feedback to Product teams based on customer requirements, blockers, and patterns seen during projects
• Support Marketing and Enablement with insights, best practices, and customer success stories
• Operational Discipline & Performance:
• Maintain a tight view of project portfolio health: timelines, risks, RAG status, and resourcing
• Report regularly to leadership on implementation performance, blockers, and improvement opportunities
• Contribute to forecasting, capacity planning, and implementation process evolution
• Constantly evaluate new tools, AI capabilities, and delivery methods to keep Rotageek and ELMO ahead of the industry