Implementation & Enablement Manager

Ottimate; United States; On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Health & Retirement (medical, dental,

401(k)

Job summary

Ottimate is seeking a Manager, Implementation & Enablement to lead a team delivering value to customers from contract to value realization. This is a hands-on leadership role focused on outcomes, not timelines, guiding cross-functional work with Sales, Customer Success, and Product & Engineering.

You will build a scalable implementation methodology, coach a growing team, and drive accountability and continuous improvement across engagements as Ottimate scales.

Qualifications

• Experience leading implementations from design to value realization.
• Proven track record of building or improving implementation practices.
• Strong ability to coach and develop teams.
• Excellent cross-functional collaboration with Sales, CS, Product & Engineering.

Responsibilities

• Define successful implementation at Ottimate and build repeatable delivery models.
• Lead and develop a team of Implementation Managers and Enablement Consultants.
• Coach through live engagements and structured 1:1s.
• Set clear expectations, performance standards, and growth paths.
• Translate customer goals into measurable, value-driven implementations.
• Maintain implementation playbooks, frameworks, and escalation guides.

Skills

Leadership

Coaching

Cross-functional

SaaS implementation

Change management

Customer success

Process improvement

Strategic thinking

People management

Consultative selling

Tools

JIRA

ERP systems

Job description

• As Manager, Implementation & Enablement, you will lead the team responsible for bringing Ottimate customers from signed contract to realized value
• This is a hands‑on leadership role: you will be close enough to the work to coach through it, evolve the process around it, and remove the barriers that slow your team down - while staying accountable for the outcomes the team delivers at scale
• This role is not about managing timelines
• It’s about managing outcomes
• You will define what a successful implementation looks like at Ottimate, build the methodology that gets customers there consistently, and hold your team to a standard where implementation is complete when the customer achieves value, not when the project closes
• You will work cross‑functionally with Sales, Customer Success, and Product & Engineering, serving as the connective tissue between what customers were promised and what they experience
• As Ottimate grows, this role grows with it - from operational leader to a key voice in how the broader Services organization evolves
• Lead, develop, and retain a team of Implementation Managers and Enablement Consultants - building a culture of accountability, continuous improvement, and customer focus
• Coach team members through live engagement feedback, structured 1:1s, and deliberate skill‑building - developing and growing talent, not just managing performance
• Establish clear expectations, performance standards, and growth paths for every person on the team
• Elevate the people around you: your success metric is not just what you deliver, but how much better the team gets under your leadership
• Model the behaviors - ownership, consultative instinct, reliability, product depth - that define excellence in this function
• Own and evolve Ottimate’s implementation methodology, building an outcome‑driven delivery model where customer‑centric milestones - not arbitrary project timelines - define value
• Translate customer goals into a structured, measurable implementation experience that creates a repeatable path to value across different customer profiles and system configurations
• Build and maintain implementation playbooks, frameworks, and escalation guides that raise baseline delivery quality and make the team faster and more efficient as it scales
• Serve as an escalation point for delivery risk and complex client issues - stepping in when the team needs senior judgment, not just process support
• Ensure documentation standards are upheld across all active engagements; implementation knowledge should live in the system, not with individuals
• Bring a consultative approach to customer engagements - helping customers navigate the organizational change that comes with adopting new AP workflows, not just configuring software
• Partner with customers at the leadership level when needed, translating Ottimate’s implementation model into their language and building confidence in the process
• Lead through ambiguity: implementations rarely go as planned, and this role requires someone who can adapt and keep both the customer and internal teams aligned
• Identify patterns where implementations stall and proactively address the root causes rather than managing symptoms
• Partner closely with the Solution Architect to ensure clean transitions between pre‑sales scoping and implementation execution
• Collaborate with Customer Success on account health, escalations, and the move from implementation to long‑term customer ownership
• Work with Product & Engineering on JIRA ticket prioritization, custom configuration needs, and product gaps that surface repeatedly during implementation
• Partner with Sales to align on customer expectations before contracts are signed - not after - so implementation begins with shared, realistic goals
• Represent the implementation function in cross‑functional leadership conversations, contributing the delivery perspective to process, tooling, and roadmap decisions
• Own implementation team capacity planning, resource allocation, and workload management across the portfolio of active engagements
• Define and track the metrics that matter: time‑to‑live, utilization rates, customer satisfaction at go‑live, and team delivery consistency
• Contribute to the broader Services org strategy - this role is not just about running implementations well today, but helping shape what the function looks like as Ottimate scales

Benefits

• Health & Retirement: We offer comprehensive medical, dental, vision coverage as well as a 401(k)
• Paid Time Off: We offer plenty of vacation and personal time off to give you the time to step away, unwind, and recharge

• Change management experience - both leading customers through operational change and leading internal teams through process transformation
• Direct and clear communicator - comfortable delivering hard feedback to your team, navigating difficult customer conversations, and representing the team in cross‑functional settings
• Outcome-oriented mindset - you define implementation success by what the customer achieves, and you hold the team to that standard, not to project closure dates
• Demonstrated track record of building or meaningfully improving an implementation practice - not just inheriting and maintaining one
• Comfortable with ambiguity and organizational transformation - this function is evolving, and you’ll be shaping it as much as running it
• Exceptional coaching instinct - you develop people through direct feedback, observation, and example; you make the team better as a natural byproduct of how you lead
• Experience with AP, procurement, or financial operations workflows strongly preferred; ERP or accounting system implementation experience (Sage Intacct, NetSuite, Acumatica, Microsoft BC) is a plus
• Strategic thinker who can also execute - you can hold the vision for where implementation should go while staying close enough to the work to lead through the day‑to‑day
• 7+ years in SaaS implementation, professional services, or customer onboarding - with at least 3‑4 years in a people management or formal team lead role
• Consultative approach - to customers and to the team; you ask the right questions before jumping to solutions, and you teach others to do the same