Senior Implementation Manager

Position Overview:As a Senior Implementation Manager at Eleven, you will own the day-to-day execution of customer deployments, partnering directly with internal and external stakeholders to drive every implementation from contract signature through go-live and clean handoff to Customer Success. This role is the operational quarterback for each engagement with our major enterprise clients — accountable for the project plan, customer experience, internal coordination, and on-time, high-quality delivery. The Senior Implementation Manager owns the “what, when, and how” of deployments, ensuring Eleven’s solution is deployed at scale around the world. Reporting Relationships:This role reports directly to the VP of Implementation and has no direct reports. Essential Job Functions & Core Responsibilities:Project Planning & ExecutionOwn the end-to-end project plan for each assigned deployment, from kickoff through go-live and handoff — milestones, dependencies, owners, dates. Run a disciplined cadence of customer-facing and internal meetings: kickoff, weekly status, executive steering, internal pod sync, go-live readiness, and handoff. Track and report key metrics, status, risks, and decisions in a clear, consistent format that scales across customers and is visible to leadership. Manage scope and change actively — document requests, assess impact (timeline, cost, technical), and secure approval before work begins. Deliver “silent go-lives” as the standard – minimal escalations, no rollbacks attributable to project management or coordination failures. Customer Engagement & Stakeholder ManagementServe as the primary day-to-day point of contact for the customer’s program team — PMO, IT operations, brand, and property-level stakeholders. Set and manage customer expectations clearly; communicate constraints, trade-offs, and decisions in a way that builds trust rather than friction. Navigate complex, multi-stakeholder enterprise environments (corporate brand teams, regional operators, individual properties, third-party partners) with composure and clarity. Escalate appropriately — to Eleven leadership, to the customer’s leadership, or both — when timing, scope, or when quality is at risk. Pod Partnership with the technical leadOperate as one half of a tight delivery pod: the technical lead owns the technical design, configuration, and validation; the Sr. Implementation Manager owns the plan, customer relationship, and execution coordination. Translate technical realities into customer-facing language and program decisions; translate customer requirements into structured input for the technical lead. Hold the line on what is in scope, what is technically supported, and what requires a change request, in partnership with the technical lead. Cross-Functional Coordination Receive clean handoffs from Sales — verify scope, commitments, contract terms, and customer context before the kickoff. Coordinate with Product, Engineering, and Support when deployments surface gaps or escalations; route issues to the right owner with the right level of detail. Partner with Legal to manage and execute contract amendments or new contracts as necessary. Drive a structured handoff to Customer Success at go-live, ensuring Customer Support has everything they need to own the relationship from day one. Playbook, Standards, Deployment Speed & ScalabilityProduce and maintain customer-facing artifacts: project plans, status reports, decision logs, change requests, go-live checklists, and handoff packages. Develop and contribute to the Implementation playbook library — templates, checklists, process docs — that reduce ramp time for the next deployment. Provide input on deployment forecasting that contributes to overall team goal of forecast accuracy ≥ 90%. Continuous ImprovementIdentify recurring patterns across deployments — common blockers, repeat customer questions, predictable risk points — and propose and implement systemic improvements. Pilot and provide structured feedback on new tools, templates, and AI-assisted workflows. Operate with a builder mindset: every engagement should leave the Implementation function a little stronger than you found it. Working ConditionsThis role routinely uses standard office equipment such as computers, phones, and printers. Currently, this job operates in a home office environment. There is a 10% travel requirement for this role: expect 1-2 trips per quarter, several days each, for internal and external purposes. Physical DemandsWhile performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable acc