Lead Implementation Manager

Responsibilities

• Lead and mentor a team of Implementation Managers while continuing to own strategic customer implementations as a player-coach, balancing delivery excellence with people leadership. 
• Define and execute implementation strategies for complex customer deployments, proactively managing risks, dependencies, and escalations. 
• Act as a trusted customer advisor, engaging with stakeholders at all levels, and ensuring customers get the most value from Highspot.
• Design solutions in collaboration with customers, develop project plans, train users, resolve technical issues and ensure successful, on-time delivery and launch of Highspot solutions that meet customer needs.
• Coach and develop team members by providing specific, balanced, and timely constructive feedback and ensuring access to appropriate development opportunities.
• Drive operational excellence through consistent project governance, forecasting, resource planning, utilization management, project health reviews, and delivery operational rhythms. 
• Partner closely with Sales, Customer Success, Account Management, Professional Services, and Product teams to drive successful customer outcomes, support expansion opportunities, and influence product evolution. 
• Build trusted relationships with executive sponsors and customer stakeholders, proactively managing expectations and navigating complex organizational dynamics. 

Required Qualifications

• 10+ years of experience in Professional Services, Enterprise Software Implementation, Consulting, Customer Success, Solution Delivery, or Sales Engineering, including 3–5 years of people management experience leading customer-facing teams. 
• Demonstrated success coaching, developing, and performance managing customer-facing implementation professionals.
• Proven experience leading complex enterprise and strategic SaaS implementations involving multiple workstreams, executive stakeholders, integrations, and cross-functional teams.
• Experience managing implementation methodologies, project governance, risk management, resource planning, and customer escalations. 
• Demonstrated ability to build trusted executive relationships and influence customer outcomes through consultative engagement. 
• Experience working in a SaaS environment and an ability to gain deep knowledge of product integration with other systems.
• Excellent written and verbal communication skills, with the ability to effectively engage and support diverse groups, from executives to junior users.
• Bachelor's degree is required (STEM field preferred).