TOOLBX

Implementation Manager

TOOLBX

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$80,000 - CA$110,000 per year

About the role

  • Lead and manage multiple customer onboarding projects from initiation through completion, ensuring all deliverables, timelines, and success criteria are met.
  • Develop project plans, define scope, coordinate cross-functional resources, and proactively manage risks, dependencies, and issues throughout the onboarding process.
  • Conduct strategic onboarding and training sessions, enabling customers to effectively adopt the TOOLBX platform and maximize value.
  • Serve as the primary project liaison for customers, providing clear communication, guidance, and escalation management throughout the implementation lifecycle.
  • Oversee the creation and continuous improvement of training materials, documentation, and onboarding resources to enhance the customer experience.
  • Monitor and report on project progress, key milestones, and customer readiness, delivering regular updates to internal stakeholders and leadership.
  • Gather, analyze, and synthesize customer feedback to identify process improvements and partner with Product, Engineering, and Customer Success to drive enhancements.
  • Ensure accurate project documentation and maintain detailed records within CRM and internal systems to support transparency and alignment.

Requirements

  • 5+ years of experience managing customer-facing projects, implementations, or onboarding programs within a SaaS or technology-driven environment.
  • Demonstrated ability to lead projects, manage timelines, and coordinate cross-functional teams to deliver successful customer outcomes.
  • Exceptional communication and presentation skills; able to translate complex technical concepts for diverse audiences.
  • Strong organizational and project management capabilities, with a proven ability to manage multiple concurrent projects in a fast-paced environment.
  • Customer-centric mindset with strong analytical, troubleshooting, and problem-resolution skills.
  • Experience with CRM, project management, or onboarding platforms, such as Asana and HubSpot, is an asset.
  • Ability to thrive in remote or distributed work environments and adapt to shifting priorities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementcustomer onboardingrisk managementprocess improvementdata analysisdocumentationtraining developmentimplementationcustomer feedback analysisproblem resolution
Soft Skills
communicationpresentationorganizational skillsleadershipanalytical skillscustomer-centric mindsettroubleshootingadaptabilitycollaborationtime management