Lead and develop talent: Recruit, onboard, and coach Implementation Specialists and Consultants, holding regular one-on-ones and performance reviews to build product knowledge, client delivery skills, and accountability .
Manage capacity and assignments: Allocate project workloads based on team capacity, skill sets, and client readiness, escalating resource or training needs to the Director as needed .
Drive operational focus: Translate priorities into clear team commitments, clarifying ambiguous requests and balancing competing demands so the team stays focused on delivery .
Oversee end-to-end delivery: Monitor active projects, milestones, and risks across the implementation lifecycle (from discovery and configuration through testing, training, and go-live readiness) to resolve blockers early .
Protect utilization and margins: Track project effort, team utilization, and delivery margins against targets, addressing avoidable rework or scope creep and escalating major risks .
Standardize best practices: Reinforce implementation methodologies, templates, and guidance while fostering a culture of knowledge sharing and cross-training .
Champion process improvement and AI: Identify recurring delivery bottlenecks and drive practical efficiencies, including testing and adopting approved automation and AI tools to reduce repetitive work .
Manage client escalations: Serve as the initial point of contact for client and delivery escalations, partnering with the Director on major decisions and executing agreed recovery plans .
Coach for client value and seamless handovers: Guide consultants to align implementation decisions with client needs, manage scope expectations, and execute clean transitions to Customer Success and Support .
Collaborate cross-functionally: Partner with Sales, Product, Engineering, Customer Success, and Support—as well as technical specialists for complex integrations—to clarify handoffs and resolve delivery issues .
Maintain visibility and reporting: Deliver regular portfolio updates to the Director on progress, risks, and capacity while ensuring project records and client communications remain accurate
Bachelor’s degree, college diploma in a related field, or equivalent practical experience , paired with at least 5 years of customer-facing SaaS implementation, professional services, or consulting experience (discovery through go-live) .
At least 3 years of direct people management experience , with a strong track record of hiring, coaching, cross-training, conducting performance reviews, and holding team members accountable .
Deep understanding of implementation methodologies, including requirements gathering, project planning, scope management, testing, and transitioning clients to ongoing support .
Proven ability to manage team capacity, balance competing stakeholder requests, and protect delivery margins by monitoring utilization, project effort, and avoidable rework .
Demonstrated success improving delivery efficiency and client outcomes—such as shortening time-to-value, reducing delays, or increasing team throughput .
Hands-on ability to use CRM, project tracking, and reporting tools for delivery decisions , alongside a practical aptitude for experimenting with approved AI tools while maintaining output quality and data security .
Clear, proactive client and internal communication, with the ability to clarify ambiguity and partner effectively with technical and product specialists to resolve dependencies .
Adaptability, curiosity, openness to feedback, and a commitment to collaboration, inclusion, and sustainable team performance .
Experience with Emburse (Spend, Professional, or Enterprise) or comparable expense, AP, procurement, or financial software , as well as familiarity with Salesforce, Certinia, or workflow automation tools is preferred.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Emburse is a global leader in providing cloud-based expense management solutions. They help companies automate and simplify their expense reporting and accounts payable processes.