The Opportunity:
We are seeking a Team Lead, Professional Services, independently motivated and ready to make our high-functioning Implementation Team even better. As a Team Lead, you will serve as both a people leader and customer-facing Implementation Manager. Half of your time is dedicated to leading your team and half is dedicated to serving as an Implementation Manager for customers. As an Implementation Manager, you will be our new customers' primary contact, overseeing the onboarding process from end-to-end. This is a multi-faceted set of responsibilities including requirements gathering, configuration of our SaaS products to meet those requirements, carrying out basic project management activities, and ensuring a smooth transition from sales to adoption. You will collaborate closely with cross-functional teams, including sales, product management, customer success, and technical support, to deliver exceptional client experiences and drive customer satisfaction.

Key Responsibilities:

Client Onboarding: Serve as the primary point of contact for clients during the onboarding process. Conduct kickoff meetings, gather business processes and resulting requirements, and provide expert guidance on best practices for implementing and configuring our SaaS products to meet their unique needs.

Project Management: Carry out basic project management activities, notably that the work you are delivering falls within the scope of the implementation, that there are well-planned & reliable communications, that you continuously evaluate points of risk and opportunity, and provide customer advice and assistance with their change management.

Product Configuration: Customize system settings, workflows, and integrations to align with client requirements while using out-of-the-box functionality to minimize customizations whenever possible. Depending on the product you may also:

• Work extensively in Excel to prepare data and carry out initial data load;
• Write simple scripts;
• Author ad hoc reports on behalf of the customer.

Cross-functional collaboration: Work closely with sales, product management, customer success, and technical support teams to ensure a seamless transition from the sales cycle to adoption. Foster strong relationships with internal stakeholders, using effective communication to influence product design and customer life-cycle to deliver a coherent, high-quality, client experience.

Training and Documentation: Engage the project team to develop and deliver comprehensive training sessions to educate clients on the features and functionalities of our SaaS products. Create and maintain implementation documentation, user guides, and knowledge base articles to support clients throughout the onboarding process ensuring the customer's complete adoption of their product.

Issue Resolution: Identify and address implementation challenges, working closely with internal teams to troubleshoot and resolve issues promptly. Escalate complex problems to appropriate departments and provide timely updates to clients, ensuring their concerns are addressed effectively.

Continuous Improvement: Actively contributes to the enhancement of implementation processes and methodologies.

Leadership: Lead a team of Implementation Managers to ensure the successful onboarding of new customers and delivery of professional services. Act as the primary point of escalation, providing guidance, coaching, and development to enable the team's success. Foster a collaborative and supportive environment, empowering team members to excel in their roles and deliver exceptional service to our customers. In the absence of the direct manager, temporarily assume their responsibilities as needed.

Data Management: Assist in collecting, tracking, and reporting on various data sets and metrics. Continuously conduct data analysis to enhance support for business requirements, ensuring informed decision-making and optimization of processes.

Qualifications:

• Bachelor's degree in a relevant field (e.g., Business, Computer Science, Information Systems) or equivalent practical experience.
• 4+ years of experience in a client-facing implementation role, preferably in the SaaS industry.
• Advanced understanding of software implementation processes, methodologies, and best practices.
• Excellent communication and interpersonal skills, with the ability to build rapport, effectively collaborate with clients and internal teams, and be able to take the lead in a workshop environment.
• Technical aptitude- the ability to quickly learn and navigate new software applications, and the ability to identify and address implementation challenges effectively.
• Advanced problem-solving and analytical skills - high comfort level with Excel is a plus.
• Design and documentation of reports generated from relational databases - ability to author reports (SSRS or PowerBI) a significant plus.
• Experience with CRM, ERP, or other enterprise software implementations, particularly GovTech, is a plus.
• Familiarity with Professional Services Automation and Project Management tools such as Cloud Coach, Jira, Autotask, Asana, or similar software for project tracking and time management is a plus.

Location:

This position will be hybrid with 3 days/week in our Atlanta, GA office. (Tuesday, Wednesday & Thursday)

AI Mindset at Euna Solutions
We believe the future of work is human + AI. At Euna Solutions, we encourage our team members to leverage AI tools to enhance creativity, efficiency, and decision-making. We're looking for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment-not replace-their expertise.

If you enjoy exploring new ways to solve problems, learning continuously, and applying AI to make your work smarter and more impactful, you'll thrive here.

Here are some of the perks that Euna employees enjoy:

Competitive wages
We pay competitive wages and salaries, and we only expect an honest 40-hour week for it.

🧘 Wellness days
What's better than a long weekend? An extra-long weekend!Twice a year, Euna employees enjoy an extra day on top of the long weekend! An extra day to decompress and spend time doing the things you love.

🙌 Community Engagement Committee
At Euna, we know how important it is to give back. Our community engagement committee looks for ways to give back to our local communities through time, gifts and skills.

🕰 Flexible work day
We understand that what a workday looks like differs by employee and the role requirements. Through our interview process we'll work with you to ensure it's a fit for you and the specific role you're interested in.

Benefits
Ask us for a copy of our health and dental benefits!

Culture committee
Celebrate at every occasion with the culture team! They make sure that our team's culture is bustling with frequent fun events for holidays and special occasions, as well as for miscellaneous fun.

Please visit our website: https://eunasolutions.com/careers/ and check out our LinkedIn Page: https://www.linkedin.com/company/eunasolutions/

We believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferrable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and if you're excited about this role and know you can bring something great to the team, then we want to hear from you. Please know Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.