Implementation Program Manager

The Implementation Program Manager for SPHEREboard is responsible for driving the successful deployment and customer onboarding of SPHEREboard’s software solutions. Acting as the bridge between client stakeholders and internal SPHERE teams, the Implementation Program Manager ensures that clients realize full value from the platform through expertly managed project delivery, configuration, integration, and adoption. 

This role demands a blend of technical acumen, project management excellence, and client-facing empathy, tailored to highly regulated and security-conscious environments. 

Key Responsibilities 

1. Client Onboarding & Project Leadership 

• Lead end-to-end implementation of SPHEREboard for enterprise clients from kickoff through go-live. 

• Translate client business and technical requirements into actionable implementation plans. 

• Conduct discovery sessions to align client goals with SPHEREboard features and capabilities. 

• Set clear expectations around project scope, deliverables, and timelines with clients and internal teams. 

• Serve as the primary point of escalation for implementation-related issues and ensure timely resolution. 

• Drive standardization of processes and templates across projects for consistency and efficiency. 

2. Team Leadership 

• Manage and support a team of engineers responsible for SPHEREboard implementations. 

• Assign resources to projects based on skillsets, project requirements, and workload. 

• Foster a collaborative and high-performance team culture, encouraging innovation and continuous improvement. 

3. Cross-Functional Coordination 

• Collaborate with Product, Engineering, Support, and Sales teams to support client-specific needs. 

• Act as the internal voice of the customer, escalating feature gaps, risks, or blockers as needed. 

• Ensure alignment across all teams on project objectives and timelines. 

4. Customer Enablement & Success Planning 

• Deliver training to end-users and admins to drive adoption of SPHEREboard features. 

• Provide recommendations and best practices based on client use cases and industry knowledge. 

• Support transition of the customer to Product Support post-implementation for ongoing engagement. 

5. Documentation, Reporting & Optimization 

• Maintain accurate project documentation, including project plans, status reports, risk logs, and technical configurations. 

• Monitor and report on time-to-value, implementation KPIs, and customer readiness milestones. 

• Continuously improve onboarding frameworks, playbooks, and reusable assets for future deployments. 

6. Time Tracking and Reporting 

• Monitor and enforce adherence to time tracking policies in the resource management tool for all projects and team members. 

• Regularly review and analyze time-tracking data to optimize resource allocation and project delivery efficiency. 

• Provide feedback to team members on time tracking accuracy and compliance. 

Success Metrics 

• Average implementation timeline vs. target. 

• Customer onboarding satisfaction (NPS/CSAT) 

• Deployment success rate (defined by go-live and customer sign-off). 

• Adoption of core SPHEREboard features within 30/60/90 days. 

• Handoff quality to Customer Success and support teams