Manager, Implementations

About the Role

Responsibilities

• Team Leadership & Development : Direct, mentor, and coach Implementation Specialists and Senior Implementation Specialists. Foster a high-performance culture, manage workload capacity, and support professional growth.
• Playbook & Process Optimization : Own and refine scalable deployment playbooks, out-of-the-box workflows, and configuration templates to improve team efficiency and reduce customer Time-to-Value (TTV).
• Portfolio & Risk Oversight : Monitor the implementation lifecycle for all new and existing client implementations. Identify systemic risks, ensure deliverable quality, and maintain high standards across all deployments.
• Executive Escalations : Act as the second line of defense for complex account hurdles, helping team members resolve high-stakes project blockers, diagnose root causes, and retain client confidence.
• Cross-Functional Alignment : Work closely with the Sr. Director, Client Success, while partnering across Sales, Product, and Engineering to synthesize customer feedback into product enhancements and ensure seamless transitions throughout the account lifecycle.
• Operations & Reporting : Oversee data integrity in HubSpot and internal tools, tracking core KPIs like account throughput, resource utilization, and implementation backlogs to report status directly to Client Success leadership.

Requirements

• Experience : 5+ years in client-facing SaaS implementation, consulting, or account management, with 2+ years of direct people management experience leading technical or onboarding teams.
• Education & Certifications : BA/BS degree required; PMP or Agile/Scrum certification highly preferred.
• Technical & Data Skills : High proficiency with CRM and tracking systems (e.g., HubSpot), Microsoft Excel (data analysis), and Google Suite.
• Domain Knowledge : Experience managing complex implementations for public sector, state agencies, or educational institutions (K-12) is strongly preferred.

Core Competencies

Benefits

• ClassWallet is a positive, family-oriented team environment. Our focus is on encouragement, positive reinforcement, and gratitude. We work hard and are highly motivated to win but with a healthy perspective on life.
• We offer an excellent salary and benefits commensurate with experience.
• ClassWallet.com is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, marital or veteran status.