Senior Implementation Manager

Who you are

• BA/BS degree or equivalent work experience
• 5+ years of Customer Success, implementation, or account management experience
• Working knowledge of grants management — including grant types, funding compliance requirements, and reporting obligations. Public sector experience is strongly preferred
• Demonstrated technical acumen: comfort configuring software, understanding data relationships, and navigating system architecture concepts. Experience with SaaS platforms required
• Enthusiasm for AI tools and a track record of embedding technology into daily workflows to improve output quality or efficiency. We are not looking for a passive user — we want someone who seeks out opportunities
• Extensive experience training or teaching clients in a virtual environment
• Strong communication skills across written, verbal, and visual formats, adaptable to audiences from end users to agency executives
• Ability to manage multiple complex projects and competing deadlines simultaneously
• Strong analytical and documentation skills, particularly in requirements gathering and configuration work
• Ability to work independently while remaining a reliable, collaborative member of a broader team
• Comfortable in a fast-paced, evolving environment; adaptable and professionally resilient
• Strong attention to detail; organized and consistent in follow-through
• Direct experience working in or with state, county, or municipal government in a grants capacity
• Familiarity with federal grant programs (CDBG, ARPA, HUD, EPA, or similar)
• Experience with grants management systems (GMS), financial management platforms, or public sector ERP systems
• Exposure to AI productivity tools (e.g., Copilot, Claude, ChatGPT) with demonstrated application in a professional context
• Knowledge of data migration concepts or experience supporting SaaS implementation projects with integration components

What the job involves

• The Implementation Manager is responsible for guiding clients through the full implementation and onboarding lifecycle for Euna Grants
• This individual brings deep grants knowledge, a strong technical foundation, and a genuine curiosity for how AI and emerging tools can improve the way work gets done - for both our clients and our team
• This role is the product expert in the room
• You will lead discovery, configure systems, deliver trainings, manage cross-functional relationships, and help clients connect their grants management goals to the capabilities of Euna Grants
• You bring an understanding of the public sector grants landscape - ideally from direct experience - and you know how to translate that knowledge into practical, high-quality implementation work
• As a candidate you bring extensive implementation experience, deep grants knowledge, and a history of leading complex, multi-stakeholder engagements
• You can operate independently across a portfolio, take on a leadership role within the team, and you have already started embedding AI into how you work
• Lead client discovery sessions to understand current-state business processes, grant program structure, stakeholder roles, and system requirements
• Facilitate working sessions with agency staff, program managers, and technical contacts to surface configuration requirements and identify gaps
• Produce and maintain discovery documentation, requirements matrices, and process maps that serve as the foundation for configuration and training
• Translate discovery findings into a clear, agreed-upon implementation scope and configuration plan
• Deliver implementations in full alignment with Euna's Implementation Methodology, adapting approach to client complexity and maturity
• Configure client instances of Euna Grants based on documented business requirements; develop and maintain comprehensive configuration documentation
• Demonstrate deep knowledge of the grant lifecycle — from pre-award through close-out — and articulate the specific role Euna Grants plays at each stage
• Understand Euna Grants functionality at depth and translate that knowledge into clear value for each client
• Conduct UAT, document issues, create support tickets, and monitor resolution to closure
• Lead client trainings across a range of audiences — from end users to agency leadership — in virtual and written formats
• Support requests for client training, troubleshooting, and project-related work as needed
• Proactively identify and escalate project risks to Project Management
• Ensure client feedback requests contain sufficient detail for successful execution before routing for action
• Identify and document system functionality gaps; partner with Product and Development on enhancement opportunities
• Participate in cross-functional activities including requirements gathering and business process modeling
• Play a meaningful role in onboarding new hires and contributing to team knowledge-sharing. Senior IM: lead this function
• Actively adopt and embed AI tools into your daily work — whether drafting documentation, accelerating configuration analysis, preparing for client meetings, or identifying workflow improvements. We want someone who is excited by this, not just willing
• Perform other job-related duties as assigned

Benefits

• We believe in leaving work at work, so our team members can focus their full attention on doing the things that energize them after hours
• We offer a dynamic environment with plenty of opportunities for professional growth and advancement
• Our dedicated learning and development program helps team members level up their skills and prepare for the next stage of their career
• We offer competitive benefits, including health, dental, and 50% RRSP for Canadian employees and a 401K matching program for U.S. employees
• Flex time and remote work - or you can choose to work at one of our beautiful office locations in North America
• Our culture committee works hard to build a workplace where the people are prioritized as much as performance
• Frequent virtual and in-person events help us celebrate those special occasions or just inject a little levity and fun into the work week