Implementation Manager

Brightflag is the fastest growing company in the legal tech space and the #1 rated enterprise legal management product on G2. We’re bringing a trailblazing product, which is truly differentiated, to a fast growing market. And we are continuing to invest heavily in product and customer success. This means that our customer success teams support our customers to deliver significant business impact from our solution. We help legal functions transform and partner with customers to create genuine value for their businesses. Sound like a fit for you?

Brightflag is seeking an ambitious, highly motivated Implementation Manager (IM) who has a passion for delivering technical software projects to enterprise customers. You will join a team of highly skilled project managers who are responsible for successfully implementing the Brightflag platform for new customers and accelerating their time to value. As an Implementation Manager, you will work cross functionally with Customer Success Managers (CSMs), Sales, Product, and Business/Legal Analysts within Brightflag to understand customer business requirements, migrate historical data, configure the application, integrate the application with customer systems and deliver training and onboarding for new customers. 

Given the amount of customer communication and advocacy involved, Implementation Managers require strong communication, organization, multi-tasking, problem-solving, and time management skills, with an overall ability to seamlessly handle multiple, simultaneous projects of varying complexity. 

• Execute customer implementations of varying complexity, which includes responsibility for ensuring on-time delivery of the Brightflag platform, within budget and above our customers’ expectations
• Working in collaboration with customers to understand their business and technical requirements, and establishing business outcomes 
• Capture and detail customer requirements using requirement gathering templates in order to establish the full scope of the implementation
• Work with internal resources to configure the Brightflag platform according to project scope and customer requirements
• Develop and implement a data migration strategy, including extraction, transformation, and loading (ETL) processes, ensuring data integrity and accuracy throughout the migration lifecycle.
• Conduct user training and customer vendor onboarding
• Collaborate with our Engineering team on custom feature requests and API integrations with customer systems
• Manage and prioritise the delivery and execution of multiple implementations to a project plan and communicate project progress through regular status reports to both internal and external stakeholders
• Manage risk and issue escalation for the project
• Collaborate with the assigned Customer Success Manager to identify the key success factors for a successful implementation
• Develop scope definition and indicative project plan during the Pre-sales process
• Gather feedback from post-implementation surveys, and work with Professional Services Leaders and other internal stakeholders to continually improve our delivery methodology
• Ensure the customer will be a positive reference to other customers/prospects

• You have 3-5 years' project management and software delivery experience with a demonstrated ability to deliver projects remotely, and across global customers
• Experience in a B2B SaaS software environment
• You have knowledge of AP systems/APIs
• Experience working within customer success, implementation, support, technology or operational consulting roles
• Knowledge of waterfall and agile (Scrum) methodologies
• Data ETL experience
• Excellent communication skills, including external customer facing verbal, written, and presentation ability
• Strong time management and organisational skills, with the demonstrated ability to handle multiple projects and priorities simultaneously
• Strong risk and issue management skills, ability to anticipate risks and apply appropriate mitigation actions
• Strong working knowledge of Microsoft Office, Smartsheet, Jira or similar tools within project management
• Ability to create and maintain detailed project plans
• Ability to meet tight deadlines and an aptitude to thrive under pressure 
• Solid technical background, with understanding or hands-on experience in software delivery and web technologies
• Highly self-motivated, with a penchant for continuous, independent improvement under remote working conditions

The following are a bonus!

• PMP or CAPM certification
• Domain knowledge or expertise in legal management / legal operations

We’re growing fast and so is the experience we can offer you:

• The exposure and support you need to learn, grow, and progress your career in a rapidly growing scale-up.
• Day to day business problems to solve and the trust and autonomy you need to go and solve them.
• A sound, helpful team, in a friendly, values-driven, and inclusive environment.
• Competitive salary range $100,000 - $110,000
• Share options 
• 20 days holidays + 4 annual reset days (1 each quarter).
• Comprehensive health insurance.
• Learning subsidy annually, to spend as you wish, plus study and examination leave where applicable.
• Hybrid work locations (mix of office and home) and work patterns so you can balance life and home with life at work. 
• Our ‘bookworm’ program also enables you to order a book a month...on us!
• Wellbeing program & mental health supports.
• Home office set-up supports.

We are a diverse and inclusive bunch of people. We welcome diverse perspectives and people who make every day count and strive for constant improvement. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race. 

This role offers a flexible work location across the USA. Whether that be in the office, remote from anywhere in the USA, or a mix of office/remote work in the USA, you choose what works best for your lifestyle.

Your time is valuable. To help with your application, we advise that regrettably we cannot offer work permit sponsorship/ self sponsorship for this role. 

Hello, We’re Brightflag - one of the fastest-growing tech startups in the legal world - we’re on a mission to transform legal operations. Our patented AI-powered software combined with a best-in-class Customer Success team empowers corporate legal teams to do better, no matter the starting point. Our SaaS platform was the first to apply artificial intelligence and machine learning to legal operations management and has invested more than 100,000+ hours in its development. Using Brightflag, corporate legal teams achieve visibility into their operations, streamline internal workflows, and engage with outside counsel more efficiently. You can learn more about Brightflag here.