[Hiring] Implementation Manager @Jonas Software

Role Description

As Implementation Manager, you will own the day-to-day management and implementation of BEC Legal Systems suite of products and upgrades from kickoff through go-live. You will consult directly with clients to understand their unique business needs, design and configure solutions that meet those needs, and deliver the training that enables our client base to fully adopt our software.

This is a hands-on, client-facing role that combines project management, software configuration, and training delivery. You will work closely with internal teams – R&D, QA, Support, and Sales – to ensure every implementation is delivered in line with customer expectations, and you will travel to client sites and other locations as needed.

Key Responsibilities

• Cross-Functional Collaboration: Establish close working relationships with all internal teams to ensure all aspects of each project are well managed and delivered in line with customer expectations.
• Business Practice Consultation: Work with clients to understand and explore their current business practices, helping to identify and form best practices that can be implemented during the software installation or conversion.
• Implementation Delivery: Deliver responsive implementations of BEC's products in a timely manner, from initial configuration through go-live.
• Client Education: Educate clients on proper software configuration, application integrations, and data entry so they can fully leverage the software's capabilities.
• Training Delivery: Conduct onsite and web-based training sessions for client teams.
• Post-Go-Live Support: Assist clients during implementation and post-go-live, including reporting of issues and enhancement requests.
• Product Expertise: Provide product use expertise to internal R&D and QA teams, informing product direction and quality.
• Internal Training: Assist with training of the Company's employees when needed.
• Helpdesk Support: Provide Helpdesk support when needed.

Core Competencies

• Legal workflow fluency
• Presentation and Communication Skills
• Process Management
• Problem Solving
• Innovation Management
• Customer Focus
• Learning on the Fly
• Standing Alone
• Patience
• AI Fluency and Judgment
• Adaptability and Resourcefulness

Success Metrics

• First 6 Months:
  • Complete onboarding into BEC's product suite and shadow or co-lead implementations across the core products.
  • Independently own the day-to-day management of new implementations and upgrades, from initial client consultation through configuration and go-live.
  • Deliver onsite and web-based training sessions directly to clients with confidence and positive client feedback.
  • Build working relationships with R&D, QA, and other internal teams, establishing a clear hand-off process for issues and enhancement requests.
  • Demonstrate solid command of client business practices well enough to recommend best practices during installations and conversions.
• First 12 Months:
  • Consistently deliver responsive, on-time implementations across an established client caseload.
  • Serve as a go-to product expert for internal R&D and QA teams, with input reflected in product improvements.
  • Contribute to internal training of Company employees, extending product and implementation expertise beyond the immediate team.
  • Build a track record of strong post-go-live client outcomes, reflected in client feedback and reduced escalations.
  • Take on Helpdesk support coverage as needed, without disruption to implementation workload.

Qualifications

• Post-secondary degree, or an equivalent combination of experience and education.
• 5+ years in a customer-facing professional services role leading client onboarding and implementations.
• Hands-on experience with legal practice management, matter management, or document automation platforms.
• Experience using generative AI tools to improve personal productivity, optimize workflows, or improve client communication.
• Capability to excel in a data-driven, metrics-oriented environment, and to build the metrics where they do not yet exist.
• Excellent written and verbal communication skills, with strong listening skills and a genuine service orientation.
• Comfortable working independently and remotely, in a lean organization where leaders are both strategic and hands-on.

Preferred Skills & Qualifications

• Familiarity with the Microsoft 365 ecosystem and with document management systems.
• Exposure to cloud operations or hosted application support environments.