The Manager, Commercial Implementations leads a team ensuring effective onboarding and customer satisfaction, oversees delivery quality, and supports team development and performance, driving operational excellence and collaboration across functions.
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Position Description:
The Manager, Commercial Implementations leads a team of implementation managers responsible for delivering smooth, efficient, and customer focused onboarding experiences for Novara’s commercial customers. This role provides hands on direction, ensures consistent delivery quality, resolves roadblocks quickly, and supports the team with practical coaching and empathetic leadership. The manager monitors team workload, tracks execution against KPIs, and reinforces the behaviors and processes that keep implementations on time, aligned, and customer ready.
This role is deeply tactical: you will stay close to customer projects, support escalations, guide day to day decisions, ensure adherence to delivery standards, and help the team navigate changes, internal processes, and cross functional coordination.
Responsibilities:
- Directly oversee day to day delivery across the team, ensuring all customer implementations stay on track, meet quality standards, and progress toward on time, customer ready outcomes.
- Provide hands on support for customer escalations and blockers, stepping in quickly to guide decision making, reinforce expectations, and maintain a positive customer experience.
- Coach and develop Implementation Managers, offering practical guidance, empathetic leadership, and ongoing feedback that strengthens capability, confidence, and consistency.
- Monitor and manage team KPIs including on time delivery, CSAT, utilization, and escalation trends, using data to drive performance discussions and identify improvement opportunities.
- Ensure consistent use of delivery processes, including project plans, RAID logs, documentation standards, and status reporting, reinforcing discipline across the team.
- Coordinate resource and workload planning, balancing assignments so team members are supported, customer needs are met, and capacity constraints are managed proactively.
- Drive effective cross functional collaboration, partnering closely with Product, Support, Customer Success, Content, and Sales to remove blockers and ensure smooth handoffs.
- Support change adoption within the team, communicating updates clearly, reinforcing new processes, and helping team members adjust to evolving tools, expectations, and workflows.
Knowledge, Experience, Requirements:
- 3+ years in SaaS implementation, delivery management, onboarding, or professional services roles, including experience leading teams.
- Proven success managing a portfolio of customer implementations or programs with multistakeholder complexity.
- Demonstrated strength in people leadership, including coaching, performance development, and culture building.
- Strong customer facing and executive level communication skills, with the ability to support difficult conversations and guide confident decision making.
- Proficiency with project plans, RAID logs, CRM/PSA systems (Salesforce preferred), and implementation frameworks.
- Experience managing KPIs, analyzing performance trends, and translating insights into operational improvements.
- Bachelor’s degree or equivalent experience; leadership or project management certification is a plus.
Success Criteria:
- Consistently achieves strong customer satisfaction, minimal escalations, and high on time delivery rates across the team’s implementation portfolio, ensuring predictable, high quality customer experiences that support retention and early value realization.
- Builds and sustains a high performing, engaged team through empathetic leadership, hands on coaching, clear expectations, and well defined development pathways aligned to proficiency standards.
- Drives operational excellence and business impact by monitoring team KPIs, identifying improvement opportunities, standardizing delivery processes, and ensuring scalable, repeatable implementation practices.
- Strengthens cross functional alignment and supports effective change adoption, helping the team remain adaptable, collaborative, and consistently focused on delivering measurable outcomes for customers and the business.
Compensation:
- Annual Base Salary Range of 85k-95k
- Annual Bonus Opportunity of 15%
As a growing company, Novara values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
About Novara
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.
Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Please see our Candidate Privacy Notice here
Top Skills
CRM
Psa Systems
Salesforce
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