What are the responsibilities and job description for the Manager, Implementation Services position at Onit?
About Onit
We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.
We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.
If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.
Position Summary
We are seeking a strategic and experienced Manager, Implementation Services to lead our growing team of Implementation Managers and Specialists. This role is critical in driving successful client onboarding, ensuring high-quality delivery of software solutions, and fostering a culture of excellence and collaboration. The ideal candidate will bring leadership, technical insight, and operational rigor to scale our implementation capabilities.
Key Responsibilities
Lead and manage an Implementation Services team, including hiring, mentoring, and performance management.
Define and execute the strategic roadmap for implementation excellence, aligning with company goals.
Oversee multiple concurrent software implementation projects, ensuring timely and high-quality delivery.
Serve as an escalation point for complex client engagements and project risks.
Collaborate cross-functionally with Sales, Product, Engineering, and Support to ensure alignment and smooth handoffs.
Develop and refine implementation methodologies, templates, and best practices.
Monitor KPIs and metrics to assess team performance and client satisfaction.
Drive continuous improvement initiatives across tools, processes, and team capabilities.
Represent the implementation function in leadership meetings and contribute to strategic planning.
Ensure compliance with internal standards and client-specific requirements.
Promote a client-centric culture focused on value delivery and long-term success.
Qualifications and Skills
Experience:
Minimum 5 years of experience in a client-facing role within professional services, consulting, or customer success.
At least 2 years of experience in a leadership or managerial position.
Proven track record in managing and delivering complex client projects, with a focus on software solutions and services.
Strong experience in consulting, solution implementation, and client relationship management.
Technical Skills:
- Experience with software solution implementations, including system integration, customization, and deployment.
- Understanding of cloud technologies, SaaS, and enterprise software solutions.
- Proficiency in project management tools and methodologies (e.g., Agile, PMP, or Prince2).
- Familiarity with CLM (Contract Lifecycle Management) systems or similar (legal) tech platforms
- Strong communication and stakeholder management skills, with the ability to explain technical concepts to non-technical audiences
Leadership & Communication:
Excellent leadership, communication, and interpersonal skills, with the ability to motivate, mentor, and manage cross-functional teams.
Strong client-facing skills with the ability to build relationships and drive client success.
Exceptional problem-solving and analytical skills with a solution-oriented approach.
Education:
Bachelor’s or Master’s degree in Law, or a related field, or equivalent practical experience.