Implementation Manager

The Implementation Manager will manage the onboarding of new and existing lending clients for Built SaaS products, specializing in all lending program types. This role involves translating client needs into executable project plans and guiding clients through onboarding and change management processes. Key responsibilities include serving as the primary point of contact for clients, managing a portfolio of 6-9 new customer implementation projects, and running weekly status and health communications to client stakeholders. The manager will be responsible for designing and configuring the SaaS product for clients, conducting discovery efforts on client workflows to define requirements and success criteria, and creating/maintaining client project plans and timelines. They will partner with clients to determine training needs and materials, collaborate with the internal Sales department to understand client needs, and optimize client engagement and satisfaction. The role also involves representing the customer's voice in cross-functional collaboration with sales, product, and engineering teams, coaching junior team members, documenting best practices, and leading internal projects to support the team and business.