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Lightspeed DMS · 2 months ago

Manager, Implementation

South Jordan, UT

Full-time

Onsite

Mid, Senior Level

5+ years exp

Lightspeed is a leading provider of cloud-based software for dealerships and OEMs, serving various industries. The Manager, Implementation is responsible for leading a team overseeing customer onboarding and product deployment, ensuring successful delivery of SaaS solutions and driving customer satisfaction.

Information TechnologyManagement ConsultingOperating SystemsRecreational VehiclesSalesSoftware

No H1B

Responsibilities

Lead and develop a high-performing implementation team, fostering a culture of accountability, collaboration, and continuous improvement

Own all aspects of people management including hiring, onboarding, coaching, performance reviews, and career development

Oversee the execution of customer implementations, ensuring timely delivery, quality outcomes, and alignment with client expectations

Collaborate cross-functionally with Sales, Product, Support and other key stakeholders to ensure seamless handoffs and client readiness

Manage escalations and complex client scenarios with professionalism and strategic problem-solving

Monitor and report on key performance indicators (KPIs) including implementation timelines, customer satisfaction, and retention metrics

Identify process gaps and lead initiatives to improve implementation efficiency and scalability

Contribute to strategic planning and resource allocation to support growth and evolving customer needs

Qualification

SaaS implementationClient onboardingProject managementCertiniaSimilar platformsProject management toolsLeadership experienceEmpathyCommunication skillsInterpersonal skillsCollaboration

Required

Minimum of 5+ years of experience in SaaS implementation, customer success, or project management

3+ years of leadership experience, including managing remote teams and driving performance

Proven track record of successful client onboarding and retention in a SaaS environment

Hands-on experience with Certinia or similar platforms, including PSA or ERP implementations

Strong communication and interpersonal skills, with the ability to influence and collaborate across teams

Experience managing escalations and navigating complex customer relationships with empathy and professionalism

Familiarity with SaaS platforms, implementation methodologies, and customer lifecycle management

Proficiency in project management tools (e.g., Asana, Jira, Smartsheet) and CRM systems (e.g., Salesforce)

Bachelor's degree in Business, Technology, or a related field; PMP or similar certification is a plus

Company

Lightspeed DMS

Glassdoor3.7

THE DEALERSHIP MANAGEMENT SOLUTION FOR HARD‑WORKING DEALERSHIPS For nearly 40 years, Lightspeed has collaborated with dealerships, creating industry-specific software solutions to streamline the way you work.

Founded in 1984

Lake City, Florida, USA

501-1000 employees