Manager of Implementation and Onboarding (Manager, Delivery)

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Description

Docupace seeks a Manager of Implementation and Onboarding (Manager, Delivery) to lead project management and onboarding for our enterprise client implementations.

Summary of Position:

The Manager, Delivery role leads a client project portfolio and is accountable for its success, consistency, and scalability. This individual oversees a team responsible for the full lifecycle of enterprise client and partner implementations, from planning and resource alignment through execution and transition to support.

Beyond leading a high-performing team, this role requires strong technical fluency, cross-functional expertise, and a consultative mindset to elevate delivery execution and the client experience. The ideal candidate thrives in a matrixed software environment, working with internal teams including Sales, Product, Engineering, Support, and Client Success, while also acting as a stabilizing force and escalation point during client engagements.

The Manager will focus on continuous improvement, operational efficiency, client satisfaction, and developing a culture of achievement, ownership, and accountability within their team.

Key Responsibilities:

• Provide leadership and expertise in client and partner engagements, ensuring they align with company objectives, client expectations, and resource availability.
• Deliver a high-quality, efficient client and partner experience, with the goal of creating referenceable clients/partners who are impressed by the consultative approach.
• Drive a ''sense of pride'' and achievement across the team by coaching individuals to operate with increasing autonomy and confidence.
• Support the Sales and Client Success discovery process by evaluating and scoping new engagements and contributing to pre-sales estimates and timeline assumptions.
• Complete standard reporting and capacity planning, and provide clear visibility into program health.
• Establish and enforce delivery best practices for scope management, timeline integrity, change control, and risk mitigation. Further, continuously evolve and improve our project methodology.
• Use project management tools (e.g., Monday.com, Jira, Salesforce) to forecast capacity, track deliverables, and surface actionable insights to senior leadership.
• Serve as the first line of escalation for client/partner issues and delivery roadblocks.
• Empower team members to operate effectively, fostering a high-trust, high-impact team environment.

Leadership Competencies

• Thinks strategically while executing tactically - sees the big picture without losing sight of the details.
• Operates independently, making decisions as necessary and providing direction and coaching.
• Balances structure with flexibility, adapting delivery approaches to meet varying client and business needs.
• Acts as a force multiplier by building a strong team and scalable systems that reduce reliance on any one individual.
• Values collaboration and shared success; unafraid to make hard decisions, but does so with respect and transparency.

Requirements

Qualifications

Bachelor's degree in business, technology, or related field; advanced degree or certifications (e.g., PMP, Scrum Master) a plus.

5+ years of experience in software delivery, preferably within SaaS, with 3+ years in people management roles.

Proven track record leading a team managing complex, cross-functional, client-facing, enterprise software projects

Familiarity operating in an environment involving direct clients, partners, and third-party integrators.

Experience working in Agile/SCRUM environments; familiarity with SDLC, backlog management, release cycles, and CI/CD practices.

Strong grasp of project financials and ability to contribute to budgeting and resource planning discussions.

Exceptional communication skills, with a demonstrated ability to present to executives, facilitate client meetings, and align internal stakeholders.

Proficiency in project and capacity planning tools (e.g., Monday.com, Jira, Salesforce).

Calm under pressure, able to lead through change, manage ambiguity, and remain composed during high-stakes situations.

Physical Demands and Working Conditions:

• Sit - Frequent
• Stand- Occasional
• Walk - Frequently
• Lift/Carry over 0-20 pounds - Occasional
• Kneel/crouch, bend and /or stoop repeatedly - Occasional

Reasonable Accommodations:

Applicants and employees who require reasonable accommodation to complete the duties and responsibilities described above should notify Human Resources.

Disclaimer:

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Additionally, this document is not an employment contract. The company reserves the right to modify job duties or job descriptions at any time.

Docupace is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Docupace are based on business needs, job requirements, and individual qualifications, without regard to age, race, color, religion or belief, gender, sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.