Implementation Manager-SaaS Implementation / Customer Onboarding Background

About Engagifii: Engagifii builds technology for associations and other organizations whose work revolves around people, relationships, engagement, and community. Our MEams platform brings membership, events, professional development, communications, revenue, advocacy, and related workflows together in one connected platform.
Work Location: This role is based in our Atlanta office. New employees are expected to work in the office five days per week for at least their first six months. After that period, the role may move to a hybrid schedule of as few as three in-office days per week, at the manager's discretion and based on performance, role requirements, and business needs.
The Opportunity: Signing an agreement is only the beginning. You will guide new customers from signed agreement through discovery, configuration, data migration, testing, training, and successful launch. This is not simply software setup or project administration. Your first responsibility is to understand the customer: how the organization works, what it is trying to accomplish, where processes break down, and what the future state should look like. Then you will translate that understanding into the right Engagifii solution.
What You'll Do: • Lead discovery. Learn how each customer operates across people and organizations, membership, groups, events, professional development, communications, revenue, advocacy, data, integrations, and reporting. • Ask great questions. Go beyond documenting requests. Ask why, uncover the underlying problem, identify dependencies and exceptions, and help customers think through better future-state processes. • Design and configure the solution. Translate business requirements and desired outcomes into thoughtful Engagifii configuration. • Own the implementation project. Manage plans, milestones, responsibilities, decisions, scope, dependencies, risks, and deadlines across multiple concurrent implementations. • Manage data migration and integrations. Define migration requirements and mappings, validate results, and coordinate connected systems such as payments, SSO, email, LMS, accounting, and websites. • Train around workflows, not buttons. Teach administrators how to accomplish their real work and why the system was configured the way it was. • Guide testing and launch. Coordinate UAT, distinguish configuration, data, training, and product issues, prepare customers for go-live, and support a confident transition. • Build customer confidence. Be responsive, empathetic, transparent, patient, and proactive during a major technology change. • Advocate and hand off well. Surface product gaps and risks, document decisions and workflows, and create a strong transition to the long-term Customer Experience team.
What We're Looking For: • Experience in SaaS implementation, customer onboarding, solutions consulting, professional services, or a similar customer-facing technology role. • Evidence of owning complex customer implementations from discovery through launch. • Exceptional organization, project management, customer communication, and follow-through. • Natural curiosity and the ability to translate business processes into software configuration. • Experience training administrators or power users and managing multiple projects simultaneously. • Technical aptitude involving configuration, data migration, integrations, permissions, workflow automation, or similar work. • Comfort handling difficult conversations, setting expectations, and taking ownership when something goes wrong.
Especially Valuable: Experience implementing an AMS, CRM, event platform, membership system, ERP, or other highly configurable SaaS platform; experience with associations, nonprofits, government, education, or advocacy organizations; and familiarity with membership, events, professional development, dues/invoicing, communications, SSO, payment gateways, APIs, or accounting integrations.
What Success Looks Like: Customers finish implementation feeling understood, confident, and prepared. Internally, the project is organized, risks are visible, decisions are documented, configuration makes sense, and the customer is being taken care of.