Job Summary

We're looking for a Senior Manager – Customer Success Implementation to lead the onboarding and implementation of newly acquired clients and new lines of business. In this role, you'll partner with cross-functional teams to ensure seamless transitions, operational readiness, and long-term customer success while driving client satisfaction and retention.

What You'll Do:

Lead end-to-end client onboarding and implementation for new accounts and business expansions.
Drive implementation planning, governance, and execution while ensuring operational readiness across people, technology, and service delivery.
Partner with Operations, Sales, Business Development, and Corporate Support teams to align implementation strategies with client expectations.
Conduct capability assessments and monitor implementation milestones, risks, and dependencies.
Build and maintain strong client relationships throughout the onboarding journey, ensuring a seamless customer experience.
Develop implementation documentation, project updates, status reports, and executive presentations.
Identify opportunities for process optimization and continuous improvement to enhance implementation efficiency.
Analyze client insights, operational metrics, and business performance to support strategic decision-making.
Ensure successful transition from implementation to steady-state operations while maintaining governance and quality standards.
Lead cross-functional collaboration and influence stakeholders to deliver projects on time and within scope.

Qualifications:

Bachelor's degree in business administration, Marketing, Sales, or a related field.
At least 7 years of experience in Client Success, Customer Success, Implementation, Project Management, or a related function.
BPO, Shared Services, or Customer Experience industry experience is highly preferred.
Proven experience leading enterprise client onboarding, implementation, or transition programs.
Strong understanding of contact center operations, service delivery, and operational performance metrics.
Experience managing multiple client implementations and executive-level stakeholders.
Strong business acumen with excellent analytical, problem-solving, and strategic planning skills.
Proficiency in Microsoft Office, CRM platforms (Salesforce, HubSpot, Zoho), and reporting tools such as Power BI.
Excellent communication, stakeholder management, and presentation skills.
Ability to thrive in a fast-paced, dynamic environment.

Preferred Certifications (Nice to Have):

PMP, CAPM, or other Project Management certifications
Lean Six Sigma Yellow/Green Belt

If you're passionate about driving successful client implementations and delivering exceptional customer experiences, we'd love to hear from you.

Senior Implementation Manager