Manager of Implementation and Onboarding (Manager, Delivery)

Docupace seeks a Manager of Implementation and Onboarding (Manager, Delivery) to lead project management and onboarding for our enterprise client implementations.

Summary of Position:

The Manager, Delivery role leads a client project portfolio and is accountable for its success, consistency, and scalability. This individual oversees a team responsible for the full lifecycle of enterprise client and partner implementations, from planning and resource alignment through execution and transition to support.

Beyond leading a high-performing team, this role requires strong technical fluency, cross-functional expertise, and a consultative mindset to elevate delivery execution and the client experience. The ideal candidate thrives in a matrixed software environment, working with internal teams including Sales, Product, Engineering, Support, and Client Success, while also acting as a stabilizing force and escalation point during client engagements.

The Manager will focus on continuous improvement, operational efficiency, client satisfaction, and developing a culture of achievement, ownership, and accountability within their team.

Key Responsibilities:

• Provide leadership and expertise in client and partner engagements, ensuring they align with company objectives, client expectations, and resource availability.
• Deliver a high-quality, efficient client and partner experience, with the goal of creating referenceable clients/partners who are impressed by the consultative approach.
• Drive a "sense of pride" and achievement across the team by coaching individuals to operate with increasing autonomy and confidence.
• Support the Sales and Client Success discovery process by evaluating and scoping new engagements and contributing to pre-sales estimates and timeline assumptions.
• Complete standard reporting and capacity planning, and provide clear visibility into program health.
• Establish and enforce delivery best practices for scope management, timeline integrity, change control, and risk mitigation. Further, continuously evolve and improve our project methodology.
• Use project management tools (e.g., Monday.com, Jira, Salesforce) to forecast capacity, track deliverables, and surface actionable insights to senior leadership.
• Serve as the first line of escalation for client/partner issues and delivery roadblocks.
• Empower team members to operate effectively, fostering a high-trust, high-impact team environment.

Leadership Competencies

• Thinks strategically while executing tactically — sees the big picture without losing sight of the details.
• Operates independently, making decisions as necessary and providing direction and coaching.
• Balances structure with flexibility, adapting delivery approaches to meet varying client and business needs.
• Acts as a force multiplier by building a strong team and scalable systems that reduce reliance on any one individual.
• Values collaboration and shared success; unafraid to make hard decisions, but does so with respect and transparency.