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Manager, Implementation

Axonify is the frontline enablement solution that’s science-backed and proven to maximize the potential of workforces. Our vision is to reinvent the frontline experience, and we thrive giving them what they need to learn, connect, and get things done.


Our SaaS platform is enjoyable, engaging, and easy to use, with an unprecedented 83% engagement rate. If you're looking for a meaningful product and a great company culture, let's talk!


The Manager, Implementation is responsible for overseeing and leading the Implementation team in the successful execution of strategic implementations and point of contact conversions for enterprise customers.


Implementations led by the Implementation team are, at minimum, a 16-week engagement between the implementation manager and customer.  With average annual recurring revenue (ARR) per implementation ranging from $75,000.00 to $200,000.00 the Manager of Implementation holds significant responsibility for the financial success of each project. On average, within one year, the Manager, Implementation can expect in excess of 60 implementations, equalling over 1M in services revenue, with the numbers growing daily.


The Manager of Implementation's key responsibilities include leadership, strategic planning, being an escalation point to mitigate risk internally and directly with the customer, resource allocation, ensuring adherence to project timelines and milestones, and fostering strong cross-functional collaboration. This role requires strategic agility, a results-driven approach, the desire to coach and develop others, and the ability to establish strong, authentic connections with others. 


The impact you'll have:
  • Through leadership, cultivate a high-performance culture prioritizing empowerment, accountability and ownership within the Implementation team
  • Provide guidance and support to team members, ensuring clarity of roles, responsibilities, and expectations
  • Provide coaching on performance and development of the team to grow their skills and deliver exceptional implementation experiences for our customers
  • Meet regularly with Implementation Managers to develop their skills and knowledge through  1:1 discussions, team meetings, and the performance and development review process
  • Provide opportunities for growth and career pathing for Implementation Managers, upskilling team members to create a future talent pipeline for Senior-level Implementations
  • Provide leadership and mentorship to team members, fostering a positive and collaborative work environment
  • Foster and demonstrate a workplace inclusive of creating opportunities, serving others, building trust, encouraging innovation, and exceeding expectations
  • Recognize and celebrate team and individual accomplishments
Implementation Leadership
  • Monitor progress and ensure successful launch of in-flight implementations for a team of 8 responsible for executing implementations within their portfolios
  • Ensure potential implementation risks are identified and mitigation plans are in place
  • In partnership with the Sr Director, Implementation, continually adjust and communicate strategic vision for the implementation team, ensuring alignment with the overall Axonify business objectives
  • Proactively identify and action opportunities and threats to the Implementation team
  • Oversee and contribute to the development and implementation of repeatable project documentation, including project plans, reports, and presentations
  • Evaluate implementation process performance and outcomes, identifying areas for improvement and facilitating necessary changes
  • Execute implementation strategies within the Implementation team
  • Stay updated on industry trends, best practices, and emerging technologies related to implementation management
  • Ensure Customer implementation satisfaction scores are meeting set targets
  • Collaborate cross-functionally with sales to support implementation conversations with prospects
Process Leadership
  • Lead the shaping of Implementation processes and practices
  • Provide guidance and mentorship to team, ensuring adherence to established processes while encouraging continuous process improvement
  • Maintain an awareness of trends and technologies available that may contribute to improving our operations.
Customer Implementations (as required)
  • As needed, manage a portfolio of implementations of the Axonify platform
  • Act as a trusted advisor for the customer, gaining understanding of their business requirements and the problem they are trying to solve using the Axonify Platform
  • Lead customers through the setup of Axonify Platform and ensure successful end to end implementation, including: Technical setup, including authentication, user data and integrations. Communication, launch planning and execution. User engagement strategies, including reward programs and gamification. Program configuration and consulting.
Business Leadership
  • Communicate effectively with cross-functional teams, including Sales, Customer Success, Customer Care, Product, and Development and other stakeholders
  • Lead the Implementation team through periods of change, ensuring clear communication and minimizing disruption to operations
  • Make informed and timely decisions that align with the strategic goals of Axonify and the Implementation team
  • Translate data into insights that address key customer business issues and are presented to the business in a straightforward way
  • Ensures the fiscally responsible management of team budgets, including compensation review allocations, demonstrating strong financial acumen to optimize resource allocation and drive impactful results


What you'll bring:
  • 10+ years of implementation, project management and/or business analysis experience
  • Ability to understand and translate business needs into technology-based solutions
  • Experience providing recommendations and guidance around implementation and Instructional Design principles and practices within an eLearning environment
  • A desire to work and lead others in a fast-paced, evolving, dynamic environment
  • Proven results in a consulting environment as a functional lead
  • Ability to deal with and resolve client business issues
  • Superior communication skills and attention to detail
  • A highly enthusiastic team player, with a positive attitude
  • Personal drive for the highest quality
  • Demonstrated high-level of professionalism and leadership by example
  • Demonstrated focus on effective collaboration
  • Experience conducting independent research to bridge knowledge gaps
  • Experience engaging and communicating with stakeholders and subject matter experts


It's ok if your experience doesn't check every box! If you check off more than a few - great! We’d welcome a chance to get to know what you can bring, how you can add to our culture, and hear your unique story.


Work location:


At Axonify, we embrace a hybrid-flexible work environment that allows you to choose the best location to support your day the majority of the week. Whether that location is your home office or one of our Axonify offices, located in Waterloo and Toronto, Ontario, you choose. 


Wednesdays hold a special place in our calendar as Axonifers, in a commutable distance, gather together in one of our offices for “Work from Work Wednesdays." These face-to-face interactions energize our week with meaningful connection and foster collaboration and innovation. Let’s chat more about our flexible working arrangement! 


You will be provided with the tools, resources and support to ensure your success.


The things you’ll enjoy:      


An impactful product that gives back to the communities and frontline workers that support our everyday lives.

People with great attitudes that lead to great results through our values: Empathetic, Bold, Innovative and Empowering.

A diverse team that celebrates unique perspectives and experiences that add richness to our culture.

Leaders that trust deeply who leverage our skills, adapt to us as individuals and encourage us to be our best selves.

Our Perks


Ready to join the team? Here’s what’s next.


Apply. Our Talent Acquisition team is committed to providing an outstanding experience throughout your journey with us. Learn more about Axonify by visiting us at www.axonify.com/careers


We believe our team’s unique life experiences, backgrounds, cultures, beliefs and abilities add richness to our culture and depth to our ideas. Our ongoing commitment to diversity and inclusion creates an environment that supports, empowers and delivers a sense of belonging for all members of the team. 


We want to remove barriers that may limit you from joining Axonify. Email us at accessibility@axonify.com to let us know how we can provide you with reasonable accommodations through our candidate journey.

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Average salary estimate

$137500 / YEARLY (est.)
min
max
$75000K
$200000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Manager, Implementation, Axonify

At Axonify, we are revolutionizing the frontline experience, and we're looking for a dynamic Manager, Implementation to lead our Implementation team. This role is key to ensuring that our enterprise customers achieve successful strategic implementations of our innovative SaaS platform, which boasts an impressive 83% engagement rate. As a Manager, Implementation, you’ll oversee a team of dedicated professionals, guiding them through a robust 16-week engagement process that typically yields between $75,000.00 and $200,000.00 in annual recurring revenue per implementation. You’ll have the opportunity to cultivate a high-performance culture by empowering your team, providing coaching, and enhancing their skills to deliver exceptional experiences for our valued customers. Being an ideal fit for this role means you can demonstrate effective leadership and foster strong collaborations with various departments to ensure project timelines are met, while also identifying and mitigating risks. With over 60 implementations expected annually, you’ll play a crucial role in generating over $1M in service revenue. If you are a proactive leader with a results-driven mindset, we want to hear from you! Plus, we offer a flexible work location option, allowing you to choose where you work best. Join us in making an impact and let’s innovate together!

Frequently Asked Questions (FAQs) for Manager, Implementation Role at Axonify
What are the primary responsibilities of a Manager, Implementation at Axonify?

As a Manager, Implementation at Axonify, you will oversee the Implementation team, ensuring effective execution of strategic actions and customer conversions. This includes leadership and coaching of team members, managing the project timeline and milestones, addressing potential risks, and ensuring customer satisfaction throughout the implementation process. Your role is vital to the financial success of each project, creating a seamless experience for our enterprise customers.

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What qualifications are needed for the Manager, Implementation role at Axonify?

To qualify as a Manager, Implementation at Axonify, candidates should have 10+ years of experience in implementation, project management, or business analysis. A solid understanding of translating business needs into technological solutions within an eLearning environment is crucial. Strong leadership skills, excellent communication abilities, and a results-focused mindset are essential for driving success in this role.

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How does Axonify support the Implementation team in achieving project goals?

Axonify supports the Implementation team by providing the necessary tools and resources, fostering a collaborative environment, and encouraging continuous learning and development. Managers regularly meet with Implementation Managers for coaching and skill enhancement, ensuring the team's growth and success toward meeting project goals, alongside strategic alignment with Axonify's business objectives.

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What does the implementation process look like for customers at Axonify?

The implementation process at Axonify typically spans a robust 16-week engagement that includes understanding customer business requirements, technical setup of the Axonify platform, and execution of user engagement strategies. Throughout this process, the Manager, Implementation ensures that customers receive comprehensive support, resulting in a successful implementation and user satisfaction.

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What are the benefits of working as a Manager, Implementation at Axonify?

Working as a Manager, Implementation at Axonify offers numerous benefits including a flexible work environment, opportunity to lead and mentor a high-performance team, and contribute directly to the financial success of the company through influential implementations. Employees also enjoy a supportive culture, ongoing professional development, and the chance to work on an impactful product that benefits frontline workers.

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Common Interview Questions for Manager, Implementation
How do you prioritize tasks when managing multiple implementation projects?

When handling multiple implementation projects, I prioritize by assessing each project's deadlines, customer requirements, and team resource availability. I utilize project management tools to track progress and engage with my team to ensure clear communication about priorities, enabling us to stay on track and deliver exceptional results.

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Can you describe a time when you successfully led a challenging implementation?

Certainly! In a previous role, I led an implementation where the client faced tight timelines and complex requirements. I organized daily stand-up meetings to monitor progress, mitigated risks proactively, and ensured clear communication with all stakeholders. This approach led to a successful launch that exceeded customer expectations and fostered a lasting relationship.

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What strategies do you employ to motivate your implementation team?

I believe in fostering a culture of empowerment and recognition. I provide regular feedback, celebrate achievements, and leverage individual strengths within the team. Additionally, I offer opportunities for professional growth through tailored coaching sessions, which helps maintain high morale and motivation.

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How do you handle conflicts within your team during a project?

In cases of conflict, I prioritize open communication and encourage team members to express their concerns. I facilitate discussions to resolve issues collaboratively, focusing on finding common ground and establishing a mutually beneficial solution. This approach enhances team cohesion and allows us to get back on track towards project goals swiftly.

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What metrics do you use to measure implementation success?

I typically analyze metrics such as customer satisfaction scores, project completion within deadlines, and alignment with initial project goals. Moreover, I consider return on investment for the customer and gather feedback from users post-implementation to measure overall success and identify areas for improvement.

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How do you ensure clients are satisfied with their implementation experience?

I ensure client satisfaction by maintaining clear communication throughout the implementation process, setting realistic expectations, and promptly addressing any concerns. After completion, I follow up with clients to gather feedback and assess their satisfaction levels, which also helps identify areas for enhancing our service.

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What role does collaboration play in successful implementations?

Collaboration is critical in successful implementations, as it enables cross-functional teams to align their efforts toward a common goal. I actively encourage collaboration between teams like Sales and Customer Success, ensuring that everyone is informed and contributing to the client's journey for a smoother implementation process.

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How do you stay updated on industry trends in implementation management?

I invest time in professional development by attending industry conferences, participating in webinars, and reading trade publications. This allows me to remain informed about emerging trends and technologies in implementation, which I can then integrate into our processes to improve our services continually.

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What challenges have you faced in implementation projects, and how did you overcome them?

One challenge I faced was managing a demanding client who frequently changed requirements. I overcame this by implementing a change request framework, which formalized the process, allowed for better planning, and managed client expectations. This approach clarified priorities and enhanced project stability.

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Why do you believe leadership is important in implementation management?

Leadership in implementation management is vital for setting the tone, direction, and expectations. A strong leader can influence team performance positively, foster motivation, and adapt strategies to overcome challenges. This creates a cohesive environment where team members feel empowered to excel and drive successful outcomes.

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We believe frontline employees deserve to perform their best at work every day. So we focus 100% of our efforts on making that happen—with an irresistible learning solution that actually works. And it turns out great performance is pretty contagio...

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DATE POSTED
March 12, 2025

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