Manager, Implementation

Title: Manager, Implementation

Function: Customer Experience

Reports to: Senior Director, Customer Experience

Reviewed Date: 1.2026

Position Summary:

As the Manager, Implementation you will have full ownership and accountability of customer satisfaction and on-time delivery throughout the Implementation phase for our eSCRIBE product, 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:

Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world.

Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider.

OnBoard has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities. 

Benefits and Perks: 

• Fully remote work with 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
  • Superannuation rate of 12% 
  • Monthly stipend of $400 AUD to purchase private medical insurance 
• UK Based Employees (via EPG)
  • Pension - Aegon
    • Passageways/OnBoard contributes 8% of the employee's basic salary
    • Employees can contribute up to 100% of salary subject to max limits
    • Enrolled from Day 1 of employment
  • Private Medical Insurance
  • Life Assurance
  • Income Protection
  • Critical Illness
  • Employee Assistance Programme
  • Serious Illness Benefit
  • Help@Hand
  • Cashplan

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.

AI Use:
To ensure a fair and authentic assessment, the use of generative AI tools, real-time AI interview assistants, or third-party assistance is strictly prohibited during all stages of the interview process. Please note that all interviews will be recorded and securely stored for evaluation and training purposes. By applying for this position, you consent to these terms. If you require a reasonable accommodation due to a disability, please contact peopleops@passageways.com.