Position Overview:

The Implementation Manager is responsible for leading client-facing implementation activities for the Trio platform across MSP and SaaS environments. This role owns the execution of implementations from configuration through go-live, working directly with clients to ensure successful deployment and adoption.

Operating within the Operations function, this role serves as a key bridge between clients, technical teams, and internal stakeholders. The Implementation Manager leads client onboarding, delivers training and demos, and ensures alignment between client needs and platform capabilities while driving a high-quality implementation experience.

Principal Responsibilities:

Client-Facing Implementation Ownership

• Lead implementation activities for the Trio platform across MSP and SaaS client environments
• Own execution of implementations from initial setup through go-live
• Manage implementation timelines, deliverables, and client expectations
• Ensure successful deployment of platform configurations aligned with client requirements

Client Onboarding, Training & Enablement

• Deliver client onboarding sessions, platform training, and implementation walkthroughs
• Conduct demos and knowledge transfer sessions to support client adoption
• Guide clients on platform functionality, workflows, and best practices
• Support clients during go-live and early-stage adoption

Solution Alignment & Discovery

• Conduct discovery sessions to understand client needs, workflows, and business requirements
• Translate client requirements into system configurations and implementation plans
• Align platform capabilities with client use cases and operational needs
• Identify gaps, risks, and opportunities during implementation

Cross-Functional Coordination

• Partner with Product and Engineering teams to communicate client requirements and feedback
• Collaborate with Sales, Account Management, and Program Management teams to ensure alignment
• Coordinate internal resources to support successful implementation delivery
• Serve as a liaison between clients and internal teams throughout the implementation lifecycle

Implementation Execution & Quality Assurance

• Configure workflows, system setups, and platform components based on client needs
• Validate system configurations and ensure accuracy prior to go-live
• Monitor implementation progress and resolve issues or blockers
• Ensure high-quality and consistent delivery across implementations

Process Improvement & Implementation Optimization

• Identify opportunities to improve implementation workflows, tools, and processes
• Contribute to development of standardized implementation practices and playbooks
• Support continuous improvement of implementation delivery and client experience

Platform Expertise & Enablement

• Develop advanced knowledge of the Trio platform across MSP and SaaS use cases
• Stay current on platform features, updates, and enhancements
• Support internal enablement by sharing knowledge and best practices

Client Experience & Relationship Support

• Deliver a professional, consultative, and consistent client experience
• Build strong working relationships with client stakeholders
• Support positive client outcomes during onboarding and adoption

Education and Certifications:

• Required: High School Diploma or GED
• Preferred: Bachelor’s degree in Business, Operations, Information Systems, or a related field
• Preferred: Certified PMP or willingness to obtain PMP within 12 months.

Required Experience:

• 5–7 years of experience in implementation, operations, or client onboarding
• Demonstrated experience leading client-facing software or platform implementations
• Experience delivering client training, demos, or onboarding sessions
• Strong ability to translate business requirements into system configurations
• Experience managing implementation timelines and deliverables
• Strong communication and client engagement skills
• Ability to work cross-functionally with Product, Engineering, Sales, and Operations teams
• Willingness to travel 10–25% for client implementations, go-live support, and training
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Demonstrated ability to utilize AI-enabled tools to support workflows, documentation, and efficiency

Preferred Experience:

• Experience in MSP, SaaS, or workforce solutions environments
• Experience managing complex or multi-stakeholder implementations
• Experience working with workflow configuration, system setup, or operational tools
• Experience supporting client adoption and change management
• Experience using AI tools to improve implementation efficiency and client enablement

Success Metrics:

• Successful and timely completion of client implementations
• Client satisfaction during onboarding and go-live
• Effectiveness of training, demos, and knowledge transfer
• Accuracy and quality of system configurations and implementation deliverables
• Contribution to process improvements and implementation efficiency

Location:

Central time zone preferred, Mountain time zone considered. Fully remote is approved for the right candidate, with airport access for occasional client travel (10-25%).

Compensation:

The expected base salary range for this position is $110,000 to $130,000 annually. The final compensation offered will be determined based on a number of factors, including but not limited to skills, qualifications, experience, and location.