Implementation Manager

Summary

Join Accela's high-performing Implementation Team as an independent and driven Implementation Manager. You will be the primary point of contact for new customers, managing their onboarding from start to finish, including requirements gathering, SaaS solution configuration, and project management. This role involves collaborating with cross-functional teams (sales, product management, customer success, and technical support) to ensure exceptional client experiences. Responsibilities include leading client onboarding, managing projects, configuring products, understanding regulatory processes, collaborating with cross-functional teams, providing training and documentation, resolving issues, and improving processes. The ideal candidate possesses a background in local government or a related field, a bachelor's degree or equivalent experience, and 3+ years of client-facing implementation or project management experience. Accela offers a competitive salary and a comprehensive benefits package.

Requirements

• Background or strong interest in local government, community development, or municipal planning
• Bachelor’s degree in a relevant field (e.g., Business, Computer Science, Information Systems) or equivalent practical experience
• 3+ years in a client-facing implementation or project management role
• Deep understanding of software implementation processes and best practices
• Excellent communication and interpersonal skills, with the ability to lead client workshops and foster collaboration
• Strong technical aptitude with the ability to quickly learn new software applications and solve implementation challenges

Responsibilities

• Lead the onboarding journey for new clients by conducting kickoff meetings, understanding their business processes and requirements, and guiding them on best practices for implementing and configuring our SaaS products
• Manage project deliverables by ensuring work remains within scope, maintaining reliable and transparent communication, identifying potential risks and opportunities, and supporting clients with change management
• Customize system settings, workflows, and integrations to meet client needs, focusing on out-of-the-box functionality to minimize customizations when possible
• Understand regulatory processes such as zoning and permitting regulations
• Translate municipal codes into a custom Excel-like language
• Set and maintain client expectations
• Clearly communicate the platform's value and goals
• Present complex issues in simple, relatable terms
• Work closely with teams across sales, product management, and support to ensure seamless transitions from sales to client adoption. Use strong communication skills to influence product improvements and deliver a cohesive client experience
• Develop and deliver training sessions to help clients fully adopt and utilize our SaaS products. Maintain comprehensive documentation, including user guides and knowledge base resources
• Proactively identify and resolve implementation challenges. Escalate complex issues when necessary while keeping clients informed throughout the process
• Continuously contribute to the improvement of implementation processes and methodologies

Preferred Qualifications

• Strong analytical and problem-solving skills, with high proficiency in Excel
• Experience in CRM, ERP, or enterprise software implementations (e.g., Accela, GovTech) is a plus
• Familiarity with tools like Salesforce, OpenAir, Jira, MS Project, or Asana is highly desirable

Benefits

• Flexible time off
• Comprehensive medical, dental, and vision plans
• Family planning benefits
• 401(k) retirement savings plan with company match
• Health savings account with company contributions
• Flexible spending account
• Life, accident, and disability coverage
• Business travel insurance
• Employee assistance programs
• Other well-being benefits
• Annual bonus target