Onboarding & Implementation Manager

Work Mode: WFO

As Onboarding & Implementation Manager, you would own delivery health, customer escalations, and regional performance for our US and EMEA markets - currently the highest-volume regions in our global delivery portfolio. This is a leadership role responsible for ensuring that customer implementations are delivered predictably, at scale, and aligned to business outcomes.

The role works closely with Sales, Customer Success, Product, and Engineering teams to convert product capabilities into successful customer outcomes - reducing time-to-value, minimising rework, and building a high-performance delivery organization.

Key Responsibilities

• Own end-to-end delivery health for all active customer implementations in the US and EMEA regions
• Manage customer escalations and drive resolution with engineering, product, and support teams
• Lead a team of O&I Specialists and Business Analysts; conduct 1:1s, skip-levels, and performance reviews
• Drive weekly delivery reviews (Green/Yellow/Red), monthly business impact reviews, and quarterly strategy alignment
• Partner with Sales and CS to ensure scope realism, capacity alignment, and delivery readiness for upcoming deals
• Identify capability gaps, surface product feedback, and represent the voice of delivery in roadmap discussions
• Standardize implementation patterns, templates, and SOPs across the region to reduce repeated customizations
• Track and report on delivery KPIs - on-time %, cycle time, rework frequency, engineering hours per project
• Manage relationships with key US and EMEA customers as the senior delivery escalation point
• Coach the team on Salesforce-native messaging implementations, AI/voice/chatbot deployments, and integration patterns

• 8-12 years of experience in customer-facing implementation, professional services, or technical delivery roles
• 3+ years of people management experience leading implementation/onboarding teams
• Strong understanding of the Salesforce ecosystem (Sales Cloud, Service Cloud, Marketing Cloud); Salesforce certifications preferred
• Proven track record managing complex SaaS implementations across multiple geographies
• Experience managing customer escalations and working cross-functionally with Engineering, Product, Sales, and CS
• Strong stakeholder management skills - able to operate confidently with C-level customers and internal leadership
• Excellent communication skills (written and verbal); comfortable presenting to executive audiences
• Working hours flexibility to cover US and EMEA business hours

• Experience with messaging platforms, conversational AI, voice bots, or contact center technologies
• Familiarity with Jira-based project tracking and delivery KPI frameworks
• Experience in healthcare, education, financial services, or mortgage verticals
• Exposure to AI/agentic platforms and integration tooling

• Predictable, measurable delivery execution across US & EMEA
• Faster customer go-lives and reduced time-to-revenue activation
• Reduced escalations and stronger customer health scores
• A motivated, capable team of implementation professionals