Senior Manager, Implementation

About the role:

We're looking for a Senior Manager, Implementation to lead a function at the forefront of the Medallion Customer Experience. Implementation is the foundation of every customer partnership: your team works with new clients to implement, train, and drive adoption of Medallion's product suite, setting the tone for the entire relationship.

You'll manage and develop a team of Implementation Project Managers  who deliver both repeatable mid-market projects as well as customer enterprise engagements. Just as important, you'll evolve how we run implementation - building a rigorous, data-driven motion, rooted in best practices that you and your team will work to establish, and which enables faster, lower effort, and higher quality delivery.

Implementation sits within Customer Experience and partners closely with Sales, Solutions Consulting, Operations, and EPD. With Sales, you’ll establish a new SOW process to standardize pricing and project scoping across our client base. Within Customer Experience, you’ll work closely with our Engagement Management team for post-live handoffs, and our Technical Solutions team during projects. You will also own components of the services P&L trajectory - implementation and TSM are paid services, and you'll drive them to margin neutral or better.

This role reports to the Director of Technical Services and base compensation for this role may land between $165,000 - $210,000. In addition to base salary, Medallion offers equity, and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.

Responsibilities:

• Team Leadership & Strategy
• Lead, coach, and develop a team of Implementation Project Managers - setting clear goals and performance expectations, holding the team accountable to these goals and expectations, and creating room for growth.
• Serve as the escalation point for complex, high-impact projects, providing technical and strategic guidance to the team.
• Build a culture of accountability and continuous improvement across the team and partner functions.
• Own the staffing model - define how many projects an IPM can carry by tier, when we hire, and what we hire for. Build the onboarding and training program for new implementers.
• Implementation Delivery & Execution
• Build detailed project plans with clear milestones, owners, and timelines, and drive projects to on-time, successful go-lives.
• Lead a team performing technically complex implementations - coordinating data integrations, workflow configurations, and API-based setups across systems.
• Act as the bridge between customers, Product, and Engineering, translating business requirements into clear technical specs and aligning on scope.
• Spot risks early, clear blockers, and ensure clean handoffs from Sales and Solutions Consulting into implementation, and from implementation to Engagement Management and PE Ops.
• Operational Excellence & Scale
• Define the team's objectives, KPIs, and scalable processes - establishing the data-driven milestones that tell us implementation is working.
• Develop a scoping and SOW pricing structure based on standardized project plans and work with sales to position and sell implementation services.
• Own time-to-live, hours per implementation, and utilization by tier. Build the dashboards and operating cadence to manage them.
• Gather, synthesize, and socialize customer insight to drive improvements to the product and the onboarding journey.
• Get paid services to margin neutral or positive, with cost floors by tier.

Qualifications:

• 7+ years of experience in SaaS implementation, technical project management, or professional services
• 3+ years of people management experience directly leading and developing an Implementation team
• A track record of owning complex, enterprise B2B SaaS implementations end-to-end
• Strong technical fluency across data integrations, API-based setups, and workflow configuration, with the ability to translate between business and engineering teams
• Experience building implementation processes and operating models from the ground up in a scaling environment, not just running an established playbook
• A demonstrated ability to shorten implementation timelines while maintaining quality, with measurable improvements in hours and weeks from before to after
• Experience independently managing complex customer escalations with composure; executive-level recovery experience is a plus
• Prior experience in a scaling B2B SaaS startup environment
• Experience in a configuration-heavy, complex vertical; experience in regulated, compliance-driven, or healthcare environments is a plus
• Strong proficiency with AI and project management tools, with a data-driven approach to managing delivery and performance

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