Implementation Manager

Job Description:

Implementation Manager

Owner Relations Technology

The Company

Owner Relations Technology is a SaaS company that is growing fast. We supply a unique software solution for Property Managers and Hoteliers worldwide. We specialize in developing robust Owner Accounting and Owner Portal software solutions for Condo Hotels, Fractional Hotels, Timeshare Resorts, HOAs, Residence Clubs, and Property Management Companies. Our client base consists mainly of 4- and 5-star Resort hotels in North America, the Caribbean, Europe, and Asia.

The Position

The Implementation Manager is a hands-on working manager who leads the Implementation team while contributing directly to implementation work as needed and overseeing the successful deployment, configuration, and onboarding of customers onto Owner Relations’ software.

This role supports both pre-sale and post-sale implementation activities, ensuring customers receive clear technical guidance, accurate project planning, effective configuration, and a smooth transition to Support. The Implementation Manager provides team leadership, project oversight, customer escalation support, technical guidance, and process improvement.

This position works closely with Onboarding, Sales, Development, Infrastructure, Training, and Support to ensure successful implementation outcomes and a consistent customer experience.

Location: Open to all applicants located in Canada, with a base salary range of $72,000 - $77,000 CAD.

Key Responsibilities

• Lead and oversee customer implementations from pre-sale planning through launch and handoff to Support.
• Manage, coach, and support the Implementation team, including workload assignment, training, performance guidance, and issue escalation.
• Serve as a working manager, contributing directly to the team’s workload and assisting with implementation tasks as needed.
• Partner with Sales, Onboarding, Development, Infrastructure, Training, and Support to ensure successful implementation outcomes.
• Review customer requirements, project scope, timelines, risks, data needs, and configuration requirements.
• Provide senior technical guidance for complex implementations, software configuration, data preparation, troubleshooting, and customer escalations.
• Oversee customer data review, cleaning, formatting, validation, import preparation, and post-import verification using Excel, CSV files, flat files, and SQL.
• Ensure implementation documentation, customer communication, project plans, technical decisions, and handoff details are accurate and complete.
• Support customer education during implementation, including workflow guidance, launch readiness, and system usage expectations.
• Monitor active projects to ensure timelines, quality standards, and customer expectations are met.
• Identify opportunities to improve implementation processes, templates, documentation, team standards, and customer experience, including through the use of AI tools and process automation.
• Perform other duties as assigned.

Job Qualifications

• 5 or more years of experience in SaaS implementation, technical client services, software onboarding, or a related role.
• 2 or more years of experience leading, coaching, or managing a technical or customer-facing team preferred.
• Experience using AI tools, workflow automation, or process automation to improve operational efficiency is preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience supporting web-based software platforms.
• Strong English communication skills, both verbal and written.
• Strong proficiency in Microsoft Excel, including working with large datasets, formulas and functions, filtering, sorting, and data validation.
• Experience working with CSV and flat file data formats.
• Ability to clean, transform, validate, and review data for system imports.
• Working knowledge of SQL for data validation, troubleshooting, and verification.
• Ability to manage multiple implementation projects, priorities, escalations, and team responsibilities simultaneously.
• Strong leadership, coaching, organization, and communication skills.
• Customer-focused attitude with a high level of professionalism.
• Experience supporting software onboarding or implementations required.
• Experience managing implementation projects or customer onboarding processes preferred.
• Experience in hospitality or property management software is a plus.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.