• Lead Implementation Strategy: Define and execute the implementation strategy for our client portfolio, balancing personalized service with scalable efficiency • Establish implementation methodologies, playbooks, and best practices that drive consistency and quality • Set team goals, KPIs, and success metrics that align with broader business objectives • Identify opportunities to improve implementation efficiency, reduce time-to-value, and increase client satisfaction • Drive Operational Excellence: Oversee project planning, resource allocation, and capacity management across all implementations • Monitor project health, timelines, and deliverables to ensure on-time, on-budget completion • Implement tools, systems, and processes that enable the team to scale effectively • Analyze implementation data to identify trends, bottlenecks, and improvement opportunities • Manage escalations and remove blockers to keep projects moving forward • Build and Develop Your Team: Recruit, hire, and onboard top implementation talent • Coach and mentor implementation managers and specialists, fostering professional growth • Establish clear performance expectations and provide regular feedback • Create a collaborative, accountable team culture focused on client success • Develop career paths and growth opportunities for team members • Ensure Outstanding Client Experiences: Own the client experience from contract signature through successful go-live and handoff • Build strong relationships with clients during the critical onboarding phase • Gather and act on client feedback to continuously improve the implementation experience • Partner with Sales to set realistic expectations and ensure smooth transitions • Collaborate with Customer Success to establish clear handoff criteria and health indicators • Partner Cross-Functionally: Work with Product to communicate client needs, implementation challenges, and feature requests • Align with Sales on scoping, timeline commitments, and implementation packages • Partner with Customer Support to resolve client issues during implementation • Collaborate with Marketing on case studies and reference-able implementations