Manager, Implementation
Title: Manager, Implementation
Function: Customer Experience
Reports to: Senior Director, Customer Experience
Reviewed Date: 2.2026
Position Summary:
As the Manager, Implementation you will have full ownership and accountability of customer satisfaction and on-time delivery throughout the Implementation phase, while maintaining responsibility for complete execution of the roll-out within the allotted implementation timeframe. You’ll own and manage complex implementations, facilitate strategic consultative customer conversations, and collaborate cross-functionally to set up customers for long-term success from Sales to Customer Success. You are responsible for the end-to-end implementation and deployment methodology, ensuring projects stay on track; customers realize value quickly, and delivery scales effectively as the business grows.
In this role, you coach and develop a team of Implementation Consultants, continuously improve delivery processes, and apply formal service management and project delivery frameworks (eg ITIL, PMP, structured deployment models) to drive operational excellence. You partner closely with Customer Experience, Product, and Sales leadership to translate service performance data into actionable insights that improve retention, revenue outcomes, and service scalability.
Key Responsibilities:
Team Leadership and Development
- Lead, coach, and develop a high-performing implementation team by emphasizing consultative problem-solving, strategic guidance, and customer advocacy.
- Provide clear direction, regular coaching, and constructive feedback to ensure implementation consultants consistently deliver high-quality customer experiences.
- Support the team during escalations and critical customer situations, modeling consultative leadership and sound decision-making at all times.
Implementation Strategy and Methodology
- Own and continually evolve the implementation strategy, delivery methodology, and project workflows, leveraging ITIL principles, PMP practices, and structured deployment frameworks to help customers achieve their goals.
- Design, document, and scale standardized implementation processes to ensure consistency, efficiency, and quality across every customer engagement.
- Create and maintain comprehensive project plans and standardized documentation for both internal and external processes, ensuring alignment with customer outcomes, accurate tracking of project timelines, risks, and dependencies.
Product and Industry Expertise
- Demonstrate deep proficiency in the eScribe product and government meeting-management best practices to effectively support implementation teams and, when necessary, directly manage customer accounts.
Continuous Improvement and Operational Excellence
- Drive ongoing improvements across implementation tools, templates, and processes to support enhanced service delivery and increased team scalability.
- Maintain consistent documentation and uphold operational hygiene to ensure clarity and repeatability in all implementation activities.
Metrics and Performance Tracking
- Establish, track, and report on key service and implementation metrics, including:
- Time-to-Value (TTV)
- Customer Satisfaction (CSAT)
- Workload volume, productivity, and quality measures
- Customer retention
- Profit/loss models
- Service scalability and efficiency
Tools, Training, and Data Standards
- Implement and optimize tools, training programs, and efficiency models to enhance service delivery and support team scalability.
- Ensure robust data standards, structured delivery models, and operational hygiene are maintained throughout all implementation activities.
- Maintain consistent internal and external documentation to support clarity, repeatability, and continuous improvement.
Cross-Functional Collaboration
- Partner closely with Sales, Product, and Customer Success teams to facilitate seamless handoffs, align expectations, and drive successful customer outcomes.
- Act as a consultative leader internally, supporting cross-functional teams to better understand customer needs, delivery constraints, and service opportunities.
Skills and Experience Needed:
- Bachelor’s Degree preferred.
- 8-10 years of experience in software implementation or project management.
- 3+ years of experience leading implementation or services teams in a SaaS environment
- Strong working knowledge of ITIL, PMP, and structured deployment/project management frameworks
- Demonstrated ability to design, scale, and optimize delivery methodologies and service operations
- Strong consultative mindset with the ability to guide customers through complex decisions and change management
- Excellent organizational skills with the ability to manage multiple projects while maintaining attention to detail
- Data-minded and analytically driven, with experience using metrics and trend analysis to improve performance and outcomes
- Experience working with cross-functional partners in a fast-paced Saas environment
- Experience using Microsoft Office, Salesforce, ChurnZero, Baton or similar systems.
Competencies:
Accountability
Adaptability
Building Partnerships
Business Acumen
Coaching & Developing Others
Delegation & Empowerment
Customer Focus
Dealing w/Ambiguity
Driving for Results
Initiating Action
Leading Change
Leading Teams
Managing Conflict
Operational Decision Making
Technical/Professional Skills and Knowledge
About the company:
More than just agendas or board management, eSCRIBE provides comprehensive meeting management solutions with powerful tools and efficient workflows that support staff, meeting participants, and the public at every step of the meeting lifecycle. Taking meeting automation to a higher level, we enable your organization to save time and money so your resources can be better spent on higher-value tasks and projects.
Founded in 2007 our solutions empower organizations across North America and as far away as Australia. In Canada, we have become a favorite of municipal governments, with over half of the top 25 Canadian municipalities choosing eSCRIBE.
OnBoard is the parent company of eSCRIBE. We’ve grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. With a recent $100 million investment from JMI Equity and our recent purchase of meeting management software company eSCRIBE, we’re poised to grow to even greater heights.
Benefits and Perks:
- Company provided equipment (laptop, software, etc.)
- Employment with a growing, casual, fun, philanthropic minded company
- US Based Employees
- Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
- An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
- Medical Flexible Spending Accounts available.
- Dependent Care Flexible Spending Accounts available.
- Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
- Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
- 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.
- Paid Time Off (PTO)/Holiday
- CAN Based Employees
- Employer paid Life and Accidental Death Insurance
- Contribution to Health Care Spending Account
- Dependent Life Insurance
- Optional Life Insurance
- LTD Insurance
- Drug and Paramedical Coverage
- Dental Insurance
- Vision Insurance
- EAP
- AUS Based employees
- Monthly stipend for insurance purchase
- UK Based Employees
- Employer contribution to pension
- EAP
Diversity Statement - Culture of Togetherness:
At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.
OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. Passageways does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email peopleops@passageways.com.