DeliveryRemote (US)Full-Time

Implementation Manager

FUNDINGO is seeking an Implementation Manager to join our growing Delivery team.

Position Summary

The Implementation Manager owns client implementations day to day, from post-sale kickoff through training and go-live. You are the primary point of contact for clients during onboarding, responsible for managing the timeline, scope, risks, and communication while configuring the FUNDINGO platform to meet each client's business needs.

You will manage multiple concurrent implementations, run client working sessions independently, and answer most client questions on your own. You will partner with our Solutions Consultant, who owns solution design for complex or unique requirements, advises on edge cases and best practices, and validates the approach when a project reaches the limits of standard functionality.

Responsibilities

Implementation Ownership

Own assigned implementations day to day, leading clients through the full lifecycle from kickoff through training and go-live.
Manage project timelines, scope, milestones, and deliverables across multiple concurrent client projects.
Identify project risks early, discuss mitigation strategies with the client, and escalate issues when necessary.
Prepare daily and/or weekly status reports and communicate status to the client regularly.
Manage the Jira board for assigned projects, ensuring tickets are properly prioritized, assigned, and tracked to meet deadlines.
Ensure the project team is aware of key deliverables and project milestones.

Client Engagement & Requirements

Run requirements and configuration working sessions with clients independently.
Ask questions to fully understand client processes from start to finish, applying logical thinking to identify gaps and clarify the underlying need before proposing an approach.
Serve as the first line of answers for client questions about FUNDINGO functionality and configuration.
Communicate with clients throughout configuration to obtain feedback and approval.

Configuration & Delivery

Learn the FUNDINGO platform deeply and configure standard product functionality, including pages, fields, flows, and layouts, to meet client business needs.
Connect business requirements to specific configuration decisions, considering downstream impacts before making changes.
Work independently to deliver configuration, testing, and documentation.
Troubleshoot configuration issues independently before escalating, and document issues clearly for the development team when escalation is needed.
Write detailed tickets based on gathered requirements, clearly outlining requirements, acceptance criteria, and relevant details.
Guide and assist clients through the data conversion and data migration process.
Develop training and configuration documentation to support internal and external stakeholders.

Collaboration with Solutions Consultant

Recognize when a requirement is complex, unique, or outside standard product functionality, and bring in the Solutions Consultant for solution design.
Execute solution designs provided by the Solutions Consultant and keep them informed of implementation progress and issues.
Apply recommended implementation patterns and configuration standards consistently across projects.

Continuous Improvement

Share feedback from client implementations to help improve FUNDINGO products, processes, and templates.
Record time spent on projects daily to ensure accurate tracking and reporting.
Attain quarterly and annual objectives defined collaboratively with management.
Additional tasks as assigned.

General Requirements

3-5 years of relevant experience in product implementation, business analysis, consulting, technical support, or technical problem-solving.
Experience in at least one of the following: Salesforce administration, including building objects, fields, page layouts, and flows; or 2+ years of lending experience (loan origination, servicing, CDFI, or alternative lending).
Experience in client services in a B2B/SaaS environment.
Demonstrated ownership of implementation work across multiple phases, from requirements through go-live.
Strong communication and customer relations skills, with a consultative approach to understanding client needs.
Ability to manage multiple concurrent projects and adapt quickly to changing priorities in a fast-paced environment.
Expertise in breaking down complex processes to ensure clarity, efficiency, and effectiveness.