Role SummaryWe are seeking a
Strategic Implementation Manager (SIM)/Senior Implementation Consultant to lead implementation projects for our enterprise clients' grant-funded programs. You'll serve as the client's primary point of contact from the moment they sign through go-live - owning onboarding end-to-end. That means requirements gathering, configuring our platform to match each program's real-world workflows, running the project management fundamentals that keep a multi-workstream rollout on track, and guiding a seamless handoff from sales into full adoption. You'll collaborate regularly with our internal teams, including sales, client success, product, configuration, and engineering to deliver high-quality implementations and client satisfaction.
Key ResponsibilitiesImplementation Delivery- Lead full-cycle SaaS implementations from kickoff through go-live and handoff, owning planning, coordination, execution, and delivery.
- Manage multi-workstream implementation plans, including timelines, risks, dependencies, and decision tracking.
- Drive project accountability across client and internal stakeholders to ensure clear ownership and on-time delivery.
- Collaborate with Project Managers or Configuration Specialists as needed when projects require additional structure or technical support.
Client Engagement - Serve as the primary strategic partner for client leadership, program teams, and technical stakeholders during implementation.
- Facilitate executive-level discussions, discovery workshops, and workflow alignment sessions.
- Provide expert guidance rooted in Neighborly Software capabilities, program requirements, and industry best practices.
- Communicate project status, risks, and next steps clearly and proactively to stakeholders across all levels.
Program Configuration - Configure Neighborly Software programs directly, including complex forms, workflows, eligibility rules, automation logic, and role-based permissions.
- Translate strategic program requirements into scalable, maintainable configuration designs that support client goals.
- Conduct detailed configuration validation through testing, scenario design, and peer review.
- Identify workflow gaps, system risks, or configuration inefficiencies early and refine solutions accordingly.
- Coordinate with Configuration Specialists for advanced or high-volume configuration needs, ensuring quality and consistency.
Training, Adoption & Change Enablement- Lead training for administrators, executives, and cross-functional program teams across multiple workstreams.
- Guide clients through systemic process changes, workflow redesign, and go-live readiness activities.
- Support phased rollouts, UAT cycles, and organizational adoption using structured enablement approaches.
- Provide documentation and knowledge transfer that empower clients to manage their systems post-launch.
Cross-Functional Collaboration- Partner with Configuration Specialists, Project Managers, Strategic Accounts, Client Success, Product, and Support teams to ensure cohesive delivery.
- Communicate client feedback, risks, and product needs to internal teams to support improvement and prioritization.
- Participate in internal initiatives that enhance delivery quality, implementation methodologies, and best practices.
- Contribute to shared documentation, frameworks, and resources that support scalability across the Implementation organization.
Issue Management, Problem Solving & Escalation- Identify and address project risks, blockers, and cross-workstream dependencies with urgency and clarity.
- Troubleshoot workflow, logic, or configuration issues and coordinate resolution with Product or Support when needed.
- Escalate critical concerns appropriately while maintaining strong client confidence and credibility.
- Maintain structured logs and documentation for issues, decisions, and risk mitigation strategies.
Documentation, Communication & Reporting- Produce clear, concise project documentation including executive-level summaries, meeting recaps, decisions, and timelines.
- Deliver high-quality internal and external status reports that support transparency and alignment.
- Document client requirements, workflow diagrams, and implementation assets for both internal and client use.
- Support the development and maintenance of knowledge bases and standard delivery materials.
Required Skills & Competencies- Exceptional communication skills with the ability to engage executives, program leadership, and technical teams.
- Strong project management skills, including managing multi-workstream implementations and phased timelines.
- Ability to configure complex software workflows and understand intricate program requirements.
- High professionalism, executive presence, and confidence in high-stakes or ambiguous situations.
- Strong organization, prioritization, and attention to detail.
- Advanced problem-solving skills across multiple stakeholder groups.
- Ownership mentality, proactive leadership, and a track record of delivering high-quality outcomes.
Preferred Qualifications- 5+ years of experience implementing SaaS or workflow-based systems, ideally in complex or enterprise environments.
- PMP certification preferred.
- Experience working with government agencies, large housing authorities, or statewide programs.
- Familiarity with HUD program types is helpful but not required.
- Bachelor's degree preferred.
LocationCandidates located in Atlanta, GA are preferred and will be expected to work a hybrid schedule with at least one day per week in the office. Remote candidates outside Atlanta are also eligible.
Why You'll Love Working Here:- Comprehensive Benefits - Medical, Dental, Vision plan options and Company-Paid Short-Term Disability and Life Insurance
- 401K Contributions - Generous employer match with immediate vesting
- Generous Time Off - 5 weeks of PTO, 9 paid holidays, and 3 days of volunteer time off each year
