Implementation Manager
Are you a detail-oriented, results-driven leader who thrives on building long-lasting client relationships and delivering exceptional experiences? Do you take pride in solving technical problems with professionalism—while also guiding a team to do the same? If so, you might be the perfect fit for our Implementation Manager role.
This role works closely with the Sales team after a deal is closed, ensuring a seamless handoff and a strong start to the client relationship. You’ll also provide regular updates to the CEO on implementation progress, client feedback, and team performance.
As the Implementation Manager, your primary responsibility is to lead the client onboarding process for the HR4 platform and its add-on solutions. Once a deal is finalized, you and your team step in as the primary points of contact, guiding clients through every stage—from Discovery through to full platform launch.
You’ll leverage your technical know-how and leadership skills to ensure each implementation is delivered on time, on spec, and with an exceptional customer experience. Acting as both a strategic partner and trusted advisor, you’ll help clients navigate setup, address any concerns, and ensure they’re set up for long-term success on the platform.
To thrive in this role, you must be passionate about building meaningful client relationships while also coaching and supporting your team to deliver consistently great results.
Specific Responsibilities:
Own and Oversee Client Onboarding
- Lead the onboarding process for larger, high-impact clients while also managing and supporting a team of Implementation Specialists responsible for day-to-day onboarding activities. Ensure a smooth transition from Sales and a high-quality implementation experience for all clients.
Client Discovery & Planning
- Lead the development and delivery of client training strategies, ensuring the team is equipped to educate clients effectively on platform features and functionality. Personally deliver training for key accounts and provide guidance to the team on best practices for client enablement and support.
Client Engagement & Retention
- Foster strong relationships with key client stakeholders, particularly for complex or high-value accounts. Support the team in building rapport, identifying client needs, and driving long-term engagement and retention across all accounts.
Platform Configuration & Quality Control
- Oversee the configuration and setup of client platforms, ensuring all data, documents, and workflows meet client specifications. Conduct quality reviews for larger or complex clients, while coaching the implementation team to maintain accuracy and consistency across all implementations.
Training & Support
- Lead the development and delivery of client training strategies, ensuring the team is equipped to educate clients effectively on platform features and functionality. Personally deliver training for key accounts and provide guidance to the team on best practices for client enablement and support.
Internal Collaboration
- Act as the bridge between Sales, Product, and Support teams, ensuring a smooth transition from sales to onboarding. Provide regular updates to the CEO on team performance, client health, and implementation timelines, while identifying opportunities for cross-functional improvements.
Platform Advocacy
- Promote client adoption of new features and encourage feedback and reviews. Guide the implementation team in identifying upsell opportunities and sharing relevant platform updates with clients to drive long-term value.
Other Duties as Assigned
- Support process improvement initiatives, help resolve escalated client issues, and assist with chat inquiries as needed. Continuously coach the team to ensure efficient workflows and a high standard of client care.
Skills and Competencies:
- Confident and professional in your approach with clients and co-workers
- Software Savy with a willing to learn new platforms quickly
- Ability to troubleshoot and problem solve in case of any system glitches
- Excellent verbal and written communication skills
- Able to communicate and deliver as per deadlines set
- Able to multitask and manage time effectively
- Able to take initiative and find areas of opportunity
- Organized and with an eagle eye for the details
- Ability to apply discretion and maintain a high level of confidentiality when handling sensitive information
- Ability to develop and manage interpersonal relationships at all levels of the company
- Proficiency in Microsoft Office Suite or related software
Education and Experience:
- Degree in Human Resources and or Business Administration, or equal experience
- Bilingual with fluency in English and French would be an asset
- Experience in a client-facing role is required, within HR is a bonus
- Experience managing a team
- Experience with past software implementations
An Implementation Specialist thinks creatively and strategically, striving for personal, team, and client growth. Working hours may not always fall into the regular nine to five pattern, so a willingness to be flexible and go above and beyond to meet client expectations will be required.
This role will be in person 2-3 days per week.
HR4 Ltd. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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