Manager, Implementation

Title : Manager Implementation

Function : Customer Experience

Reports to : Senior Director Customer Experience

Reviewed Date : 1.2026

Position Summary :

As the Manager Implementation you will have full ownership and accountability of customer satisfaction and on-time delivery throughout the Implementation phase whilemaintainingresponsibility for complete execution of the roll-out within the allotted and manage complex implementationsfacilitatestrategicconsultativecustomer conversations and collaborate cross-functionally to set up customers forlong-termsuccess from Sales to Customer Success. Youare responsible fortheend-to-endimplementationand deploymentmethodology ensuring projects stay ontrack;customers realize value quickly and delivery scales effectively as the business grows.

In this role you coach and develop a team of Implementation Consultants continuously improve delivery processes and apply formal service management and project delivery frameworks (egITIL PMP structured deployment models) to drive operational excellence. You partner closely with Customer Experience Product and Sales leadership to translate service performance data into actionable insights that improve retention revenue outcomes and service scalability.

Key Responsibilities :

Team Leadership and Development

• Lead coach and develop a high-performing implementation team by emphasizing consultative problem-solving strategic guidance and customer advocacy.
• Provide clear direction regular coaching and constructive feedback to ensureimplementationconsultants consistently deliver high-quality customer experiences.
• Support the team during escalations and critical customer situations modeling consultativeleadershipand sound decision-making at all times.

Implementation Strategy and Methodology

Product and Industry Expertise

Continuous Improvement and Operational Excellence

Metrics and Performance Tracking

Tools Training and Data Standards

Cross-Functional Collaboration

Skills and Experience Needed :

Competencies : Accountability

Adaptability

Building Partnerships

Business Acumen

Coaching & Developing Others

Delegation & Empowerment

Customer Focus

Dealing w / Ambiguity

Driving for Results

Initiating Action

Leading Change

Leading Teams

Managing Conflict

Operational Decision Making

Technical / Professional Skills and Knowledge

About the company :

More than just agendas or board managementeSCRIBEprovides comprehensive meeting management solutions with powerful tools and efficient workflows that support staff meeting participants and the public at every step of the meeting lifecycle. Taking meeting automation to a higher level we enable your organization to save time and money so your resources can be better spent on higher-value tasks and projects.

Founded in 2007 our solutions empower organizations across North America and as far away as Canada we have become a favorite of municipal governments with over half of the top 25 Canadian municipalities choosing eSCRIBE.

OnBoard is the parent company of eSCRIBE. Weve grown from a class project at Purdue University in West Lafayette Indiana in 2003 into the worlds leading board management software platform today. With a recent $100 million investment from JMI Equity and our recent purchase of meeting management software company eSCRIBE were poised to grow to even greater heights.

Benefits and Perks :

Comprehensive high-quality medical / prescription drug plan options as well as dental and vision plan offerings.

Employer paid Life and Accidental Death Insurance

Monthly stipend for insurance purchase

Employer contribution to pension

Diversity Statement - Culture of Togetherness :

AtOnBoard our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful and we welcome foster and appreciate all. Diversity Equity and Inclusiveness fuelthe Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.

OnBoardis an equal opportunity employer and committed to a diverse and inclusive working not discriminate based on race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. For individuals with disabilities who would like to request an accommodation please email

Required Experience :

Manager

Key Skills

Business Development,Project Timelines,Business Process,Customer Service,Client Expectations,Account Management,Salesforce,Client Relationships,Project Management,ERP,Java,Client Service,Consultants,Management System,Procedures

Employment Type : Full Time

Experience : years

Vacancy : 1