Senior Implementation Manager

Position Overview: 

As a Senior Implementation Manager at Eleven, you will own the day-to-day execution of customer deployments, partnering directly with internal and external stakeholders to drive every implementation from contract signature through go-live and clean handoff to Customer Success. This role is the operational quarterback for each engagement with our major enterprise clients — accountable for the project plan, customer experience, internal coordination, and on-time, high-quality delivery. The Senior Implementation Manager owns the “what, when, and how” of deployments, ensuring Eleven’s solution is deployed at scale around the world. 

Reporting Relationships:  

This role reports directly to the VP of Implementation and has no direct reports.  

Essential Job Functions & Core Responsibilities: 

• Project Planning & Execution 

• Own the end-to-end project plan for each assigned deployment, from kickoff through go-live and handoff — milestones, dependencies, owners, dates. 

• Run a disciplined cadence of customer-facing and internal meetings: kickoff, weekly status, executive steering, internal pod sync, go-live readiness, and handoff. 

• Track and report key metrics, status, risks, and decisions in a clear, consistent format that scales across customers and is visible to leadership. 

• Manage scope and change actively — document requests, assess impact (timeline, cost, technical), and secure approval before work begins. 

• Deliver “silent go-lives” as the standard – minimal escalations, no rollbacks attributable to project management or coordination failures. 

• Customer Engagement & Stakeholder Management 

• Serve as the primary day-to-day point of contact for the customer’s program team — PMO, IT operations, brand, and property-level stakeholders.  

• Set and manage customer expectations clearly; communicate constraints, trade-offs, and decisions in a way that builds trust rather than friction. 

• Navigate complex, multi-stakeholder enterprise environments (corporate brand teams, regional operators, individual properties, third-party partners) with composure and clarity. 

• Escalate appropriately — to Eleven leadership, to the customer’s leadership, or both — when timing, scope, or when quality is at risk. 

• Pod Partnership with the technical lead 

• Operate as one half of a tight delivery pod: the technical lead owns the technical design, configuration, and validation; the Sr. Implementation Manager owns the plan, customer relationship, and execution coordination.  

• Translate technical realities into customer-facing language and program decisions; translate customer requirements into structured input for the technical lead. 

• Hold the line on what is in scope, what is technically supported, and what requires a change request, in partnership with the technical lead. 

• Cross-Functional Coordination  

• Receive clean handoffs from Sales — verify scope, commitments, contract terms, and customer context before the kickoff. 

• Coordinate with Product, Engineering, and Support when deployments surface gaps or escalations; route issues to the right owner with the right level of detail. 

• Partner with Legal to manage and execute contract amendments or new contracts as necessary. 

• Drive a structured handoff to Customer Success at go-live, ensuring Customer Support has everything they need to own the relationship from day one. 

• Playbook, Standards, Deployment Speed & Scalability 

• Produce and maintain customer-facing artifacts: project plans, status reports, decision logs, change requests, go-live checklists, and handoff packages.  

• Develop and contribute to the Implementation playbook library — templates, checklists, process docs — that reduce ramp time for the next deployment. 

• Provide input on deployment forecasting that contributes to overall team goal of forecast accuracy ≥ 90%. 

• Continuous Improvement 

• Identify recurring patterns across deployments — common blockers, repeat customer questions, predictable risk points — and propose and implement systemic improvements. 

• Pilot and provide structured feedback on new tools, templates, and AI-assisted workflows. 

• Operate with a builder mindset: every engagement should leave the Implementation function a little stronger than you found it. 

Working Conditions  

This role routinely uses standard office equipment such as computers, phones, and printers. Currently, this job operates in a home office environment. There is a 10% travel requirement for this role: expect 1-2 trips per quarter, several days each, for internal and external purposes. 

Physical Demands  

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.  
 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Candidate Requirements:  

Must Have: 

• 7+ years managing complex, customer-facing implementation, deployment, or program engagements in an enterprise B2B SaaS or technology environment. 

• Demonstrated track record running 3+ concurrent enterprise deployments with consistent on-time, on-quality delivery. 

• Experience leading customer-facing project execution end-to-end — kickoff through go-live and handoff —with multi-stakeholder customer organizations (e.g., Fortune 500 or large mid-market). 

• Strong project management fundamentals applied in practice (PMP / PgMP / PRINCE2 helpful but not required). 

• Experience working in a paired or pod-based model alongside a technical lead (e.g., Solutions Architect, Solutions Engineer, or Implementation Engineer). 

• Track record of producing high-quality customer-facing artifacts — project plans, status reports, steering committee decks, change requests, handoff documentation. 

Strongly Preferred: 

• Experience in hospitality, Multi Dwelling Units (MDU), telco, or Managed Service Provider (MSP) 

• Familiarity with hardware and software implementations (not purely cloud SaaS). 

• Experience with global rollouts, channel/partner-dependent deployments, or LSP/MSP delivery models. 

• Background coordinating with PMS, identity, network, or related platform integrations. 

• Experience contributing to the build-out of an implementation function — playbooks, templates, tooling, process — in a scaling SaaS company. 

• Be in (US) CT or ET time zone. 

• Bilingual; English and Spanish  
• Bachelor's degree in related field

Candidates for this role, must be based in the United States and legally eligible to work for any US employer.  Eleven is not able to sponsor candidates at this time. 

The base salary range for this job in all geographic locations in the United States is $130,000-$150,000. 

Equal Employment Opportunity Statement 

Eleven provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to recruitment@elevensoftware.com.