Position Summary:
The Implementation Manager US, DPMS is responsible for leading and scaling the DPMS US Implementations function, ensuring successful client onboarding, timely order-to-cash (O2C) execution, and high client confidence through effective change management. This role combines people leadership, client-facing delivery excellence, operational rigor, and continuous innovation to drive predictable, high-quality implementations across all US DPMS clients.
The Team Leader partners closely with Sales, Customer Success, Product, Operations, and Finance to ensure implementations are efficient, scalable, and aligned with DPMS strategic objectives while delivering an exceptional client experience.
Key Responsibilities:
Team Leadership & Performance
- Lead, coach, and develop the US Implementations team to deliver consistent, high-quality client implementations
- Establish clear roles, expectations, and performance metrics aligned to DPMS goals
- Foster a culture of accountability, collaboration, innovation, and continuous improvement
- Conduct regular performance reviews, capacity planning, and skills development initiatives
Client Implementation Management
- Own end-to-end delivery of all US DPMS implementations from contract handoff through go-live
- Serve as executive escalation point for complex or high-risk client implementations
- Ensure implementations are delivered on time, within scope, and aligned with client expectations
- Drive strong stakeholder alignment across client executive sponsors, project teams, and internal partners
Order-to-Cash Excellence
- Drive efficient and predictable order-to-cash turnaround times for implementations
- Partner with Sales, Finance, and Operations to ensure clean handoffs, accurate scoping, and timely revenue realization
- Identify and remove process bottlenecks impacting implementation velocity and billing readiness
- Track and report on O2C performance metrics and implementation health
Change Management & Client Confidence
- Ensure clients are supported through change with structured communication, training, and adoption strategies
- Proactively manage risks, dependencies, and client readiness throughout the implementation lifecycle
- Build trust and confidence by setting clear expectations and delivering consistent progress visibility
- Champion client advocacy and long-term success during and post-implementation
Project Tools & Delivery Excellence
- Create, standardize, and continuously improve client-facing implementation tools, templates, and artifacts
- Ensure project plans, timelines, and status reporting are clear, consistent, and actionable
- Leverage data and insights to drive decision-making and continuous delivery improvement
- Maintain strong implementation governance and reporting cadence
Innovation & Continuous Improvement
- Bring innovation to the implementation model through process optimization, automation, and new delivery approaches
- Partner with Product and Technology teams to influence roadmap decisions based on implementation insights
- Pilot and scale new tools, methodologies, or technologies that improve speed, quality, and client experience
- Stay current on best practices in implementation management, change management, and SaaS delivery
Qualifications:
Required
- 7+ years of experience in client implementations, professional services, or customer delivery roles
- 3+ years of people leadership experience managing high-performing teams
- Proven success leading complex, multi-stakeholder implementations in a US market
- Strong understanding of order-to-cash processes and cross-functional delivery models
- Exceptional client-facing, communication, and executive presence skills
- Demonstrated ability to drive change management and client adoption
- Strong project management discipline with experience using modern delivery tools
Preferred
- Experience in DPMS, SaaS, or enterprise technology implementations
- Familiarity with implementation methodologies (Agile, hybrid, or waterfall)
- PMP, Prosci, or similar certification a plus
- Experience scaling implementation teams or building new delivery models
Key Success Metrics
- Implementation cycle time and on-time go-live rate
- Order-to-cash turnaround time and revenue realization
- Client satisfaction and confidence during implementation
- Team engagement, retention, and performance outcomes
- Adoption of standardized tools and processes
- Innovation impact and operational efficiency gains
Why Join DPMS:
This role offers the opportunity to shape the future of DPMS implementations in the US—leading a high-impact team, influencing client outcomes, and driving innovation at scale. The US Implementations Team Leader plays a critical role in delivering on DPMS’s promise to clients while accelerating growth and operational excellence.