The Manager, Strategic Implementations leads a team to deliver efficient, customer-focused onboarding experiences for strategic clients. They are responsible for coaching the team, managing project delivery, monitoring KPIs, and removing blockers to ensure timely value realization.
Position Description:
The Manager, Strategic Implementations leads a team of Implementation Managers responsible for delivering smooth, efficient, and customer-focused onboarding experiences for Novara’s strategic customers. This leader helps customers reach value quickly by keeping projects focused on their intended outcomes, preparing teams for activation, and ensuring a high-quality experience throughout implementation. The manager provides hands-on direction, resolves roadblocks, coaches the team, manages workload, and tracks performance against KPIs.
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Responsibilities:
Oversee day-to-day delivery across the team, ensuring strategic implementations progress on time, meet quality standards, and prepare customers to activate and use their solutions.
Keep project plans tied to each customer’s desired outcomes, with clear milestones that support time to value.
Step in quickly on customer escalations and blockers, guide decisions, and maintain clear, timely communication and a positive customer experience.
Coach and develop Implementation Managers through practical guidance, empathetic leadership, and ongoing feedback.
Monitor team KPIs, including time to value, activation readiness, on-time delivery, CSAT, utilization, and escalation trends; use findings to improve delivery.
Reinforce consistent use of project plans, RAID logs, documentation standards, and status reporting.
Balance assignments and proactively manage capacity constraints to meet customer needs and support the team.
Partner with Product, Support, Customer Success, Content, and Sales to remove blockers and complete effective handoffs.
Help the team adopt evolving tools, processes, and expectations through clear communication and practical support.
Knowledge, Experience, Requirements:
3+ years in SaaS implementation, delivery management, onboarding, or professional services, including experience leading teams.
Proven success managing customer implementations or programs with multiple stakeholders.
Demonstrated strength in coaching, performance development, and culture building.
Strong customer-facing and executive-level communication skills, including the ability to navigate difficult conversations.
Proficiency with project plans, RAID logs, CRM/PSA systems (Salesforce preferred), and implementation frameworks.
Experience managing KPIs and turning performance trends into operational improvements.
Bachelor’s degree or equivalent experience; leadership or project management certification is a plus.
Success Criteria:
Strategic customers experience predictable, high-quality implementations, activate successfully, and make timely progress toward their desired outcomes and early value.
The team achieves strong customer satisfaction and on-time delivery while addressing risks early and minimizing avoidable escalations.
The manager builds an engaged, high-performing team through clear expectations, hands-on coaching, and development aligned with proficiency standards.
Delivery practices are consistent and repeatable, with KPI insights driving improvements in time to value, customer experience, and business outcomes.
Cross-functional partners work together effectively to resolve blockers and complete smooth customer handoffs.
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