Implementation Manager

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

About the Company:

Our organization is an operating company of Banyan Software. We are a fast-growing provider of HR and workforce management technology, dedicated to delivering modern, intuitive solutions that help employers simplify and streamline their people operations. We pride ourselves on pairing robust software with exceptional service — and that’s where you come in. 

Location: London, Ontario (2-3 days a week)

Role Description:

We are seeking a detail-oriented and results-driven professional to lead the implementation of a growing HR technology platform. This leadership role is responsible for ensuring seamless client onboarding, team performance, and high-quality delivery of our platform solutions.

The Implementation Manager will oversee the client journey post-sale, ensuring a smooth handoff from Sales and guiding both clients and the internal team through all phases of onboarding—from discovery to successful launch. This role is instrumental in delivering a world-class client experience while managing and developing a team of Implementation Specialists.

Key Responsibilities:

Client Onboarding & Program Oversight

• Manage the onboarding of key enterprise clients while overseeing the work of Implementation Specialists across a portfolio of accounts.

• Ensure a smooth transition from Sales and deliver a high-quality onboarding experience that meets client expectations and timelines.

Client Discovery & Enablement

• Lead discovery and planning sessions to understand client needs and guide platform configuration accordingly.

• Develop and execute training plans that enable clients to fully utilize platform features.

Relationship Management

• Cultivate strong, long-term relationships with client stakeholders, especially for high-impact or complex implementations.

• Act as a trusted advisor and strategic partner throughout the onboarding lifecycle.

Platform Configuration & Quality Assurance

• Oversee the setup and customization of client environments to align with business needs.

• Ensure accuracy and consistency through quality reviews and coaching of the implementation team.

Internal Collaboration

• Liaise with cross-functional teams including Sales, Product, and Support to ensure alignment and continuous improvement of onboarding processes.

• Provide regular updates to leadership on client progress, implementation timelines, and team performance.

Team Leadership

• Mentor and develop Implementation Specialists, providing coaching, training, and performance oversight.

• Support issue resolution and escalate as needed to maintain client satisfaction.

Process Improvement & Advocacy

• Champion internal process improvements and identify opportunities to enhance the client experience.

• Encourage client feedback and drive adoption of new platform features.

Additional Responsibilities

• Assist with escalated client concerns, chat support, and ad-hoc tasks as needed.

• Maintain a culture of excellence, efficiency, and care across all client interactions.

Required Skills & Competencies

• Exceptional communication and client engagement skills

• Strong organizational skills with an eye for detail

• Confident, professional, and proactive approach

• Technical aptitude and willingness to learn new systems quickly

• Problem-solving and troubleshooting abilities

• Ability to manage multiple projects and meet deadlines

• Discretion in handling confidential and sensitive information

• Strong time management and prioritization capabilities

Qualifications

• Degree in Human Resources, Business Administration, or related field—or equivalent experience

• Prior experience managing a team and leading software implementations

• Background in client-facing roles; experience in HR technology is a strong asset

• Bilingual in English and French is an advantage

• Proficiency in Microsoft Office Suite or related tools

Work Environment

• This is a hybrid role with an expectation of 2–3 days per week onsite.

• Flexibility in working hours may occasionally be required to accommodate client needs.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.