Implementation Services Manager

Summary

Join Granicus as an Implementation Manager and lead a team responsible for the day-to-day operations of implementation engagements. You will ensure clients realize the full value of Granicus' software and services by deeply understanding client goals and leading a team to exceed them. This role requires experience in managing complex SaaS projects, a passion for public sector success, and strong client focus. You will act as the primary client escalation point, collaborate with various teams, and build a high-performing team culture. The position demands expertise in project management, preferably within the public sector, and a BA/BS degree or equivalent. Residency in Costa Rica is mandatory.

Requirements

• Experience implementing and managing multiple complex SaaS projects with large organizations from beginning to end
• Passion for public sector success
• Client focus – able to understand what drives customer needs (internal and external)
• Excitement for managing a team delivering on high visibility projects simultaneous in a fast-paced dynamic environment
• World class problem solving experience paired with solid interpersonal skills
• Evidence of comfort in presenting and leading a team virtually and via multiple formats (oral and written)
• Proven success building, coaching and leading a client facing group
• Project Management, preferably with public sector clients
• BA/BS degree or equivalent

Responsibilities

• Direct oversight of Implementation engagements – including delivery, quality assurance, reporting and compliance
• Lead a team, providing expertise as a trusted advisor and mentor
• Act as first and primary client escalation point maintaining a positive and proactive approach to executing client initiatives, anticipating client needs and guiding decisions based on data
• Collaborate, manage and assist in team resource assignments to successfully deliver within the scope of contractual commitments
• Advocate and evangelize best practice approach to complex project scenarios to ensure long term success and value for all
• Review and discuss active engagements to ensure expectations are meeting client specific missions and solving core challenges
• Continuously collaborate with the Customer Support, Customer Success, Sales and Product Management teams among others to remove obstacles and deliver on client objectives
• Build upon and maintain a team culture that promotes high client satisfaction and reference-ability while developing talent to advance and contribute to services in new ways
• Provide key performance metrics to the leadership team, highlighting important trends, events, risks and opportunities uncovered
• Responsible for “Company”  information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of “Company” information assets in accordance with the company's information security program
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Preferred Qualifications

Reside in Costa Rica

Benefits

Remote-first company with a globally distributed workforce