Implementations Manager

Opportunity

What you’ll do

• Lead enterprise implementations from post-sale planning through go-live, adoption, and handoff, including phased expansion from pilots.
• Turn pre-sales commitments into a shared plan with deliverables, timelines, responsibilities, dependencies, and success criteria.
• Coordinate customer operations, clinical, marketing, training, and IT stakeholders and their rollout commitments.
• Coordinate workflow readiness, training, and change management so pharmacy teams can use MedMe in daily care.
• Align MedMe Product, Engineering, Clinical Solutions, Support, and Account Management teams on priorities and commitments.
• Lead customer project meetings, status reporting, risk and issue management, and escalations as the primary project contact.
• Manage scope and change requests, coordinating effects on timelines, resources, and fees.
• Track readiness and adoption across locations, address gaps, and establish post-launch support ownership.
• Build the implementation playbook and delivery toolkit; define service tiers and when implementation or expansion is offered as a paid engagement.
• Track performance and use lessons from rollouts to improve scoping and delivery and inform Sales, Solutions Engineering, and Product.

About you

• 5+ years in implementation, professional services, or delivery management in B2B SaaS, with meaningful enterprise-customer experience.
• Experience with consulting-style delivery, including statements of work, milestone plans, change requests, and formal handoffs.
• A track record of owning outcomes for complex, multi-stakeholder implementations.
• Confidence negotiating scope and working with senior customer stakeholders.
• Ability to direct cross-functional teams without managing them, including Product, Engineering, and clinical teams.
• Technical understanding of configuration, integrations, and data sufficient to work with engineers and customer IT teams.
• Experience building or significantly rebuilding an implementation or onboarding practice.
• Clear, structured written and verbal communication.

Success measures

Location and workplace

• Hybrid position based at the Toronto office, with in-person work 2–3 days per week according to operational needs.
• Occasional travel is expected for customer meetings, partner discussions, and industry events.
• Remote candidates may be considered exceptionally based on experience.

Compensation

• Annual salary range is CAD 105,000–145,000; compensation depends on experience, skills, and alignment with the role’s scope.

Perks

• Health coverage includes dental, vision, physical, and mental health benefits, plus a health spending account.
• Group RRSP, annual professional-development budget, and work-from-home stipend are offered.
• The company closes for one week during the holidays and holds on-site team retreats.