Leads a team delivering SaaS implementations and customer onboarding for strategic accounts. Oversees project execution, milestones, escalations, capacity, KPIs, documentation, and customer handoffs. Coaches Implementation Managers, improves delivery processes, coordinates cross-functional partners, and ensures customers activate solutions and achieve value on schedule.
Novara provides safety, operational risk management, and sustainability software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations manage operational risk proactively with a system they can configure to fit their operations, data that unifies risk and safety intelligence, and tools that increase workforce participation. Novara’s combination of software, training, and AI-powered tools put people and safety first while protecting critical operations.
Position Description:
The Manager, Strategic Implementations leads a team of Implementation Managers responsible for delivering smooth, efficient, and customer-focused onboarding experiences for Novara’s strategic customers. This leader helps customers reach value quickly by keeping projects focused on their intended outcomes, preparing teams for activation, and ensuring a high-quality experience throughout implementation. The manager provides hands-on direction, resolves roadblocks, coaches the team, manages workload, and tracks performance against KPIs.
Responsibilities:
- Oversee day-to-day delivery across the team, ensuring strategic implementations progress on time, meet quality standards, and prepare customers to activate and use their solutions.
- Keep project plans tied to each customer’s desired outcomes, with clear milestones that support time to value.
- Step in quickly on customer escalations and blockers, guide decisions, and maintain clear, timely communication and a positive customer experience.
- Coach and develop Implementation Managers through practical guidance, empathetic leadership, and ongoing feedback.
- Monitor team KPIs, including time to value, activation readiness, on-time delivery, CSAT, utilization, and escalation trends; use findings to improve delivery.
- Reinforce consistent use of project plans, RAID logs, documentation standards, and status reporting.
- Balance assignments and proactively manage capacity constraints to meet customer needs and support the team.
- Partner with Product, Support, Customer Success, Content, and Sales to remove blockers and complete effective handoffs.
- Help the team adopt evolving tools, processes, and expectations through clear communication and practical support.
Knowledge, Experience, Requirements:
- 3+ years in SaaS implementation, delivery management, onboarding, or professional services, including experience leading teams.
- Proven success managing customer implementations or programs with multiple stakeholders.
- Demonstrated strength in coaching, performance development, and culture building.
- Strong customer-facing and executive-level communication skills, including the ability to navigate difficult conversations.
- Proficiency with project plans, RAID logs, CRM/PSA systems (Salesforce preferred), and implementation frameworks.
- Experience managing KPIs and turning performance trends into operational improvements.
- Bachelor’s degree or equivalent experience; leadership or project management certification is a plus.
Success Criteria:
- Strategic customers experience predictable, high-quality implementations, activate successfully, and make timely progress toward their desired outcomes and early value.
- The team achieves strong customer satisfaction and on-time delivery while addressing risks early and minimizing avoidable escalations.
- The manager builds an engaged, high-performing team through clear expectations, hands-on coaching, and development aligned with proficiency standards.
- Delivery practices are consistent and repeatable, with KPI insights driving improvements in time to value, customer experience, and business outcomes.
- Cross-functional partners work together effectively to resolve blockers and complete smooth customer handoffs.
Compensation:
Annual Base Salary Range of 90k-100k
Annual Bonus Opportunity of 15%
As a growing company, Novara values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
About Novara
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.
Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.
Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
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