Team Manager, Implementation Services Corporate Impact at Blackbaud

Job description

Position Overview The Implementation Team Manager is responsible for leading a team of Implementation Consultants and Project Managers focused on delivering successful client implementations, accelerating time-to-value, driving solution adoption, and ensuring long-term customer success. This role combines people leadership, operational management, project oversight, and process improvement to ensure implementations are executed consistently, efficiently, and in alignment with client expectations. As a leader within Professional Services, the Implementation Manager serves as a coach, mentor, and escalation point while partnering closely with Customer Success, Product, Sales, and Support teams to continuously improve implementation outcomes, operational excellence, and customer satisfaction. Responsibilities Team Leadership & Development Lead, mentor, and develop a team of Implementation Consultants and Project Managers, driving accountability, collaboration, and high performance. Provide ongoing coaching, performance feedback, and development opportunities focused on consulting, project management, customer engagement, and solution expertise. Coach team members on the effective and responsible use of AI-powered tools to improve productivity, knowledge sharing, problem-solving, and service delivery. Implementation Delivery & Customer Success Ensure successful deployment of Blackbaud Corporate Impact solutions through consistent execution of implementation methodologies and best practices. Drive timely project completion, customer readiness, solution adoption, and successful go-live outcomes. Monitor project health, implementation quality, customer satisfaction, resource utilization, and delivery metrics. Act as an escalation point for complex projects, customer concerns, and implementation challenges. Partner with Customer Success Managers to ensure a seamless transition from implementation to ongoing adoption and account management. Support strategic initiatives that improve implementation quality, accelerate time-to-value, and increase customer outcomes. Operational Excellence & Innovation Develop and refine implementation processes, standards, tools, and methodologies to improve scalability, consistency, and efficiency. Leverage AI-powered tools, automation, and emerging technologies to enhance implementation delivery, reduce administrative overhead, improve reporting, and optimize team productivity. Analyze key performance indicators including implementation timelines, customer satisfaction, adoption, utilization, and project quality to drive continuous improvement. Champion a culture of innovation by encouraging experimentation and adoption of new technologies that improve customer and team outcomes. Cross-Functional Collaboration Partner with Sales, Solution Engineering, and Customer Success teams to support project scoping, implementation planning, and customer onboarding. Collaborate with Product and Engineering teams to provide implementation feedback, client insights, and recommendations for product enhancements. Qualifications Required 5-7 years of experience in software implementation, professional services, project management, customer success, or related SaaS delivery roles. 2-4 years of people leadership or team management experience. Experience managing complex SaaS, CSR, grantmaking, employee engagement, or enterprise software implementations. Strong project management, organizational, and problem-solving skills. Excellent communication, presentation, and stakeholder management abilities. Experience utilizing AI, automation, or productivity technologies to increase operational efficiency, improve delivery processes, or enhance customer outcomes. Demonstrated ability to identify opportunities for innovation, process improvement, and operational transformation. Preferred Experience with CSRconnect®, GrantsConnect®, corporate social responsibility programs, employee engagement platforms, grantmaking solutions, or s