战略实施经理

Position Description:

The Manager, Strategic Implementations leads a team of Implementation Managers responsible for delivering smooth, efficient, and customer-focused onboarding experiences for Novara’s strategic customers. This leader helps customers reach value quickly by keeping projects focused on their intended outcomes, preparing teams for activation, and ensuring a high-quality experience throughout implementation. The manager provides hands-on direction, resolves roadblocks, coaches the team, manages workload, and tracks performance against KPIs.

Responsibilities:

• Oversee day-to-day delivery across the team, ensuring strategic implementations progress on time, meet quality standards, and prepare customers to activate and use their solutions.

• Keep project plans tied to each customer’s desired outcomes, with clear milestones that support time to value.

• Step in quickly on customer escalations and blockers, guide decisions, and maintain clear, timely communication and a positive customer experience.

• Coach and develop Implementation Managers through practical guidance, empathetic leadership, and ongoing feedback.

• Monitor team KPIs, including time to value, activation readiness, on-time delivery, CSAT, utilization, and escalation trends; use findings to improve delivery.

• Reinforce consistent use of project plans, RAID logs, documentation standards, and status reporting.

• Balance assignments and proactively manage capacity constraints to meet customer needs and support the team.

• Partner with Product, Support, Customer Success, Content, and Sales to remove blockers and complete effective handoffs.

• Help the team adopt evolving tools, processes, and expectations through clear communication and practical support.

Knowledge, Experience, Requirements:

• 3+ years in SaaS implementation, delivery management, onboarding, or professional services, including experience leading teams.

• Proven success managing customer implementations or programs with multiple stakeholders.

• Demonstrated strength in coaching, performance development, and culture building.

• Strong customer-facing and executive-level communication skills, including the ability to navigate difficult conversations.

• Proficiency with project plans, RAID logs, CRM/PSA systems (Salesforce preferred), and implementation frameworks.

• Experience managing KPIs and turning performance trends into operational improvements.

• Bachelor’s degree or equivalent experience; leadership or project management certification is a plus.

Success Criteria:

• Strategic customers experience predictable, high-quality implementations, activate successfully, and make timely progress toward their desired outcomes and early value.

• The team achieves strong customer satisfaction and on-time delivery while addressing risks early and minimizing avoidable escalations.

• The manager builds an engaged, high-performing team through clear expectations, hands-on coaching, and development aligned with proficiency standards.

• Delivery practices are consistent and repeatable, with KPI insights driving improvements in time to value, customer experience, and business outcomes.

• Cross-functional partners work together effectively to resolve blockers and complete smooth customer handoffs.

Compensation:
Annual Base Salary Range of 90k-100k

Annual Bonus Opportunity of 15%