[Hiring] Team Manager, Implementation Services Corporate Impact @Blackbaud

Role Description

The Implementation Team Manager is responsible for leading a team of Implementation Consultants and Project Managers focused on delivering successful client implementations, accelerating time-to-value, driving solution adoption, and ensuring long-term customer success. This role combines people leadership, operational management, project oversight, and process improvement to ensure implementations are executed consistently, efficiently, and in alignment with client expectations.

As a leader within Professional Services, the Implementation Manager serves as a coach, mentor, and escalation point while partnering closely with Customer Success, Product, Sales, and Support teams to continuously improve implementation outcomes, operational excellence, and customer satisfaction.

Responsibilities

• Team Leadership & Development
  • Lead, mentor, and develop a team of Implementation Consultants and Project Managers, driving accountability, collaboration, and high performance.
  • Provide ongoing coaching, performance feedback, and development opportunities focused on consulting, project management, customer engagement, and solution expertise.
  • Coach team members on the effective and responsible use of AI-powered tools to improve productivity, knowledge sharing, problem-solving, and service delivery.
• Implementation Delivery & Customer Success
  • Ensure successful deployment of Blackbaud Corporate Impact solutions through consistent execution of implementation methodologies and best practices.
  • Drive timely project completion, customer readiness, solution adoption, and successful go-live outcomes.
  • Monitor project health, implementation quality, customer satisfaction, resource utilization, and delivery metrics.
  • Act as an escalation point for complex projects, customer concerns, and implementation challenges.
  • Partner with Customer Success Managers to ensure a seamless transition from implementation to ongoing adoption and account management.
  • Support strategic initiatives that improve implementation quality, accelerate time-to-value, and increase customer outcomes.
• Operational Excellence & Innovation
  • Develop and refine implementation processes, standards, tools, and methodologies to improve scalability, consistency, and efficiency.
  • Leverage AI-powered tools, automation, and emerging technologies to enhance implementation delivery, reduce administrative overhead, improve reporting, and optimize team productivity.
  • Analyze key performance indicators including implementation timelines, customer satisfaction, adoption, utilization, and project quality to drive continuous improvement.
  • Champion a culture of innovation by encouraging experimentation and adoption of new technologies that improve customer and team outcomes.
• Cross-Functional Collaboration
  • Partner with Sales, Solution Engineering, and Customer Success teams to support project scoping, implementation planning, and customer onboarding.
  • Collaborate with Product and Engineering teams to provide implementation feedback, client insights, and recommendations for product enhancements.

Qualifications

• 5-7 years of experience in software implementation, professional services, project management, customer success, or related SaaS delivery roles.
• 2-4 years of people leadership or team management experience.
• Experience managing complex SaaS, CSR, grantmaking, employee engagement, or enterprise software implementations.
• Strong project management, organizational, and problem-solving skills.
• Excellent communication, presentation, and stakeholder management abilities.
• Experience utilizing AI, automation, or productivity technologies to increase operational efficiency, improve delivery processes, or enhance customer outcomes.
• Demonstrated ability to identify opportunities for innovation, process improvement, and operational transformation.

Requirements

• Experience with CSRconnect®, GrantsConnect®, corporate social responsibility programs, employee engagement platforms, grantmaking solutions, or similar technology platforms.
• Experience with Salesforce, Certinia (FinancialForce), Microsoft 365, SharePoint, Smartsheet, Power BI, or similar business systems. Familiarity with generative AI tools.
• Familiarity with implementation methodologies, change management, and process improvement practices.
• Experience working with enterprise or mid-market clients.
• Knowledge of corporate social impact, philanthropy, workplace giving, volunteering, or nonprofit operations.

Benefits

• Medical, dental, and vision insurance
• Remote-flexible workforce
• Wellness Programs
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Donations for Doers
• Pet insurance, legal and identity protection
• Tuition reimbursement program