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Role Description

At PlotBox, we’re transforming how cemeteries, crematoria, and funeral homes manage their operations through powerful, modern software. We’re looking for an Implementation Manager to lead customers through the onboarding and implementation journey, ensuring they successfully adopt PlotBox and realise value from day one.

In this role, you’ll own the end-to-end implementation experience, working closely with clients and internal teams to deliver projects on time, guide best practices, and ensure a smooth transition into long-term support.

What You’ll Do

• Own the end-to-end implementation lifecycle, from project planning through go-live.
• Project Leadership & Client Management
  • Build and manage implementation plans, timelines, and milestones aligned to client goals.
  • Confirm project scope & requirements to set clear expectations with clients from day one, managing scope change requests made throughout implementation.
  • Serve as the primary point of contact for clients during onboarding and implementation.
  • Facilitate regular check-ins to track progress, surface risks, and keep projects moving forward.
  • Communicate status updates clearly to both internal stakeholders and client leadership.
• Solution Delivery & Best Practice Guidance
  • Guide clients through data migration, workflow optimization, system configuration, and integrations.
  • Partner with specialist teams (data migration, mapping, product) to ensure accurate, timely delivery.
  • Coordinate the validation of customer data, troubleshoot issues, and support user acceptance testing.
  • Deliver training and support early adoption of the platform.
  • Ensure clients are fully prepared for a seamless transition into long‑term support.
• Commercial & Operational Impact
  • Collaborate cross-functionally to resolve challenges efficiently and effectively.
  • Manage internal metrics such as revenue recognition, billable utilization, project costs.
  • Contribute to continuous improvement of implementation processes, tools, and best practices.

Qualifications

• 2–4 years’ experience in SaaS implementation or onboarding.
• Strong understanding of SaaS platforms and cloud technologies.
• Proven ability to manage multiple client-facing projects independently and meet deadlines.
• Experience configuring and testing software platforms.
• Ability to translate business processes into technical solutions.

Requirements

• Desirable Experience - It's not a deal breaker, but ideally you will have:
  • Experience with process documentation, UAT, or workflow mapping.
  • Experience delivering virtual and in-person training.
  • Familiarity with CRM, project management, change management or SaaS onboarding tools.
  • Technical aptitude for API integrations and managing complex software configurations.