Implementation Manager

The Opportunity

Brightflag, the top-rated enterprise legal management platform on G2, is rapidly growing in the legal tech space. We’re committed to delivering a differentiated product while investing heavily in customer success. Our Customer Success and Implementation teams help our customers’ legal departments create efficiencies and drive significant business value .

We’re seeking an experienced Implementation Manager (IM) passionate about managing enterprise software projects and leveraging product expertise to set customers up for success. As an IM, you’ll lead Brightflag customer implementations, working closely with Customer Success Managers (CSMs), Sales, and Product. You’ll manage tasks like understanding customer needs, data migration, system integration, and user training. Strong communication, organization, and project management skills are essential to manage multiple complex projects simultaneously. 

What You Will Be Doing

• Manage customer implementations of varying complexity, which includes responsibility for getting our customers live on Brightflag, on time, and in line with their expectations.
• Oversee multiple implementations simultaneously, managing priorities, risks, and escalations while adhering to project timelines and plans.
• Serve as a trusted advisor by collaborating closely with customers to understand their business and technical requirements in order to set them up for long term success.
• Optimally configure the Brightflag platform according to project scope and customer requirements.
• Develop a data migration strategy and coordinate with internal resources to ensure its successful execution 
• Collaborate with our Product and Engineering teams on customer feature requests and integrations with other systems in the customers’ tech stacks.
• Collaborate with the assigned Customer Success Manager to identify the key factors for a successful implementation
• Foster long-term customer success by ensuring their needs are not only met during implementation but also aligned for continued growth and satisfaction.

Skills & Experience

• 4+ years of hands-on experience in a customer-facing implementation role at a B2B SaaS company.
• Expertise in project planning and risk management for multiple simultaneous projects.
• Experience not just as a project manager, but also as a product expert and consultant.
• Familiarity with waterfall and agile (Scrum) methodologies
• Understanding of data ETL, migration tasks, and software/web technologies
• Excellent communication, presentation, and customer-facing skills
• Strong time management, organization, and multitasking abilities
• Proficient in Microsoft Office, Smartsheet, Jira, and similar tools
• Deadline-driven, self-motivated, and adaptable to remote work environments

The following are a bonus!