Overview:

The Customer Implementation Manager is a newly created leadership role responsible for the Customer Implementation function. The role is with one of our long term clients who are a market leader in SaaS solutions. The role reports to the Head of Customer Success and Implementation and manages a team of implementation consultants.

This is an ideal role for someone with an ERP or Finance/SaaS implementation background, perhaps from an System Integrator or professional services business who is looking for a recent permanent opportunity.

More detail:

Given the current size and growth stage of the implementation function, this role requires a genuine player/coach approach. For an initial period of up to 12 months or more, the successful candidate will be expected to work hands-on in delivery, personally running customer implementations, managing migrations and configurations, and contributing directly alongside the team, while simultaneously building the leadership structures and methodology that will scale the function over time. Candidates should be comfortable in this mode and energised by the balance of doing and leading

Responsibilities:

- Personally lead and deliver customer implementations hands-on during the initial phase of the role, including data migration, configuration, go-live support and early adoption activities, while the function's capacity and team capability are built out. This is expected to be a significant portion of the role for up to 12 months or more.
- Lead, coach and develop a team of 2 to 3 Implementation Consultants/Specialists, setting clear performance expectations and supporting their professional growth.
- Take ownership of the Customer implementation process,



building on the improvements already made in recent years and continuing to refine it from contract handoff through to go live and early adoption.
- Maintain and evolve the implementation methodology, playbooks and templates, ensuring they keep pace with product changes and Customer needs as volume grows.
- Monitor implementation milestones, timelines and quality standards against existing benchmarks, identifying and acting on opportunities to lift performance further.
- Identify and implement contemporary AI tools and automation to reduce manual effort across the implementation process, including data migration, configuration and Customer communications.
- Use AI capabilities to further shorten onboarding timelines, reduce implementation errors and lift the consistency of service delivered across the team, building on the gains already achieved.
- Track and report on key implementation metrics, including time to go live, time to first value, implementation accuracy and Customer satisfaction, using this data to drive ongoing process refinement.
- Act as a senior escalation point for Customers during implementation, managing expectations and resolving issues quickly and professionally.
- Partner with Sales to ensure a clean handoff from sale to implementation, including accurate scoping of Customer requirements before kick-off.
- Build strong relationships with key Customer stakeholders during onboarding,



reinforcing the foundation for long term retention and account growth.
- Ensure a smooth, well documented transition from Implementation to ongoing Customer Success once Customers reach go live.
- Collaborate with Product and Engineering teams to feedback recurring implementation issues and influence product improvements that reduce future onboarding friction.
- Work closely with the Head of Customer Success and Implementation to align implementation strategy, resourcing and forecasting with broader customer experience and retention goals.

Experience and Background

- 5 or more years of experience in Customer implementation, onboarding, project management or customer success within a SaaS or technology/ERP style business or System Integrator business.
- Proven experience leading or managing a small team (2 to 5 people), including coaching, performance management and capacity planning.
- A demonstrated track record of owning and improving an implementation process or methodology, rather than purely executing against one already set by others.
- Experience applying AI powered tools within an onboarding or customer facing function, such as workflow automation, AI assisted configuration or intelligent Customer communications.
- Strong stakeholder management experience, including direct Customer relationship management and cross functional collaboration with Sales, Product and Engineering.
- Comfort and willingness to work as a hands-on practitioner for an extended period, personally delivering implementation work while building and leading the team. This role is not purely a management position from day one.

Please click 'apply' to register your interest.

📌 Client Implementation Manager (Sydney)
🏢 Ralston Recruitment
📍 Sydney