Job Summary

The Manager of Implementation Services reports to the Director of Implementation Services. You will manage a team of Implmentation Consultants that assist our customers implement our product by knowing the capabilities and limitations of the ECI Software Solutions in order to deliver the best possible implementation for our customers. In addition, you will be responsible for training and knowledge sharing with your team and colleagues.

The primary purpose of the Manager of Implementation Services is to bridge the gap between the initial sale and long-term customer success by ensuring that new clients are onboarded efficiently, accurately, and with high satisfaction. This role exists to transform a signed contract into a fully functioning, value-generating solution for the client.

At its core, the role is about operationalizing the delivery process. The manager provides the leadership and structure necessary to move multiple complex projects through the pipeline simultaneously without sacrificing quality. They ensure that the technical implementation aligns with the business goals the client intended to achieve when they purchased the product.

Beyond project oversight, the role is focused on speed to value. By streamlining workflows and managing team capacity, the manager reduces the time it takes for a customer to see a return on their investment, which is a critical driver for customer retention and revenue stability. They serve as the guardian of the customer experience during one of the most high-stakes phases of the lifecycle.

Finally, the role acts as a feedback loop between their team and the rest of the company. The manager synthesizes insights from the implementation front lines to help the product team improve the software, the sales team refine their scoping, and the leadership team understand the scalability of the business.

Essential Job Duties

• Lead and manage the implementation services team, including hiring, training, coaching, performance reviews and career development
• Own delivery of multiple client implementations from kickoff through go-live, ensuring scope, timeline, and quality targets are met
• Develop, maintain, and enforce standardized implementation processes, playbooks, templates, and best practices
• Assign resources and manage team capacity and schedules to meet project demand and deliverables
• Serve as primary escalation point for complex delivery issues;drive timely resolution and post-mortems
• Create and track project plans, milestones, dependencies, and risks;proactively mitigate schedule and scope risks
• Manage client relationships during implementation; set expectations, run team meeetings, and maintain high customer satisfaction
• Coordinate cross-functional stakeholders (sales, product, hosting, bankcard processing, data and professional services) to remove blockers and enable successful delivery
• Drive continuous improvement initiatives – collect feedback, identify process gaps, and implement changes to increase efficiency and customer outcomes
• Monitor and report on implementation KPIs to leadership
• Understand and deliver upon the ECI implementation methodology, which includes the ability to complete:
  • Requirements gathering through existing process reviews
  • Systems design and fit-gap analysis
  • System configuration and setup
  • Engineer solutions based on complicated customer business requirements
  • New process design and definition
  • Pre-implementation system testing
  • Concept validation and user acceptance testing
  • Data migration and data formatting recommendations
  • Go-live implementation tasks and post-go-live consulting
  • Consulting recap/activity reporting
  • Ensure timely and accurate project and time administration
• Identify and manage potential issues and escalations in coordination with the Director of Implementation Services or project manager
• Work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. Awareness of the budget and the solution ECI sold to the customer. Pro-active regarding the budget

Required Education

Bachelor’s Degree

Preferred Education (not required)

Master’s Degree

Degree Focus

Business Administration or Management, Project Management, Accounting, Supply Chain, Information Systems, or equivalent

Certifications

HB(Higher Vocational Education) degree, preferably in technical business administration or business informativs

Years of Experience Required

1 – 3 years

Specialty/Industry Experience

Software implementation or consultation experience. Lumber, Building Materials and Hardware industry.

Management Experience

Preferred

Knowledge, Skills and Abilities Requirements

• Strong ERP product knowledge, ERP experience preferred
• Understand common industry business practices in retail, manufacturing, operations, distribution, and finance
• Ability to present complex technical concepts in a clear, concise manner to users with varying levels of technical expertise via telephone and in-person
• Excellent presentation and written/oral communication skills targeted to effectively present information to all customer role levels
• Ability to remain calm under pressure and lead sessions to resolve critical project blockers or client dissatisfaction
• Ability to perform high-level technical discover and identify whether a problem is a product bug, a configuration error, or a client-side environment issue