Novara2mo ago

Manager, Commercial Implementations

United StatesRemoteFull Timemid

OtherCommercial

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Quick Summary

Overview

Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents.

Technical Tools

OtherCommercial

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.

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.

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.

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.

Annual Base Salary Range of 85k-95k

Annual Bonus Opportunity of 15%