What are the responsibilities and job description for the Implementation Manager position at WelcomeHome Software?
About WelcomeHome
WelcomeHome is an Atlanta-based SaaS startup with the mission to build the best Customer Relationship Management (CRM) platform in the Senior Living and Home Care industries. Since launch in 2019, we have experienced incredibly rapid growth.
Profitable from day one, we’ve hit hypergrowth with a team that prioritizes client results over external / VC reporting and internal politics.
WelcomeHome’s differentiation extends beyond providing the most technologically advanced, easiest to use software in the space. Clients receive world class support, from the migration from their legacy CRM platform to ongoing day to day training and troubleshooting.
About the Role
As Implementation Manager, you will lead our home care implementation team and oversee the successful migration of new clients from their legacy CRM onto WelcomeHome.
You will play a critical role in shaping and optimizing our onboarding processes, ensuring a seamless experience for clients while driving efficiency within our implementation function. This role requires a balance of hands-on technical expertise, strategic thinking, and strong people management skills.
Responsibilities include:
- Lead and mentor the implementation team, fostering professional growth and ensuring consistent, high-quality execution
- Own and improve the onboarding workflows and maintenance processes in collaboration with client success and product teams
- Manage and oversee end-to-end configuration process for all new clients, and routinely updating configurations for current clients as they add services
- Provide expert consultation on WelcomeHome’s configuration options, understanding when each option should be used to meet client needs and optimize performance
- Oversee API integrations between WelcomeHome and the client’s complementary platforms, including marketing tools, websites, and EHR applications
- Provide strategic oversight on technical or configuration questions as needed during the sales and onboarding processes
This position is based in our Atlanta office. While Welcome Home supports remote work, employees for this role are only eligible after 6 months of full-time employment.
About You
The ideal candidate is an experienced implementation leader who is both strategic and detail-oriented. You thrive in a fast-paced, high-growth environment and enjoy mentoring others while driving operational excellence. In addition, you will have:
- 3 years SaaS implementation experience, technical project management or a related leadership role
- Proven experience managing and coaching a team, with a track record of fostering growth and accountability
- Strong analytical skills, including understanding and troubleshooting functional software configurations and ability to apply your technical knowledge to new systems
- High level of attention to detail, organization, and drive to get things right the first time.
- Strong organization and multitasking, with an ability to intelligently prioritize multiple competing projects and timelines
- Technical aptitude to learn quickly and rapidly build product knowledge; understanding of web applications and complex software
- Excellent verbal and written communication skills, both internal and client-facing, with an ability to translate technical information into language understandable and digestible by non-technical audiences
- Comfort in a dynamic startup environment, ready to move quickly and wear many hats
Technical skills
- Formal development experience is not required, but familiar with HTML
- Experience with API integrations
- Comfortable reading and understanding code to use data translation tools effectively
- Microsoft Excel proficiency, including understanding of formulas/functions
What You'll Get
WelcomeHome values all of its employees and strives to provide a competitive compensation package. Benefits include health, vision and dental coverage, 401(k) matching, and unlimited PTO.
But, on top of that, you'll be surrounded by awesome people who care deeply about what they do and will do whatever it takes to help you succeed.
