Implementation Manager

At Penny, we believe a successful customer journey begins with a world-class onboarding experience. We are seeking a dedicated Implementation Manager who will serve as the critical bridge between our sales team and a fully activated, successful customer. This role is responsible for architecting and managing the entire implementation process for new clients. You will conduct deep-dive analyses to understand their business, configure our software to meet their needs, and coordinate with internal teams to deliver any necessary integrations and customizations. You will be the client's primary guide during this critical phase, ensuring they are fully trained and activated before a smooth handoff to our Customer Support and Relationship Management teams.

Key Responsibilities:

• Business Process Analysis: Lead discovery sessions with new clients to thoroughly understand their existing workflows, business objectives, and specific goals to achieve using Penny.

• Solution Design & Gap Analysis: Map the client's business requirements to the Penny software, identifying the most effective configurations and documenting any functional gaps.

• Requirements Documentation (BRD): Build detailed Business Requirements Documents (BRDs) that articulate the client's objectives and clearly define the full scope of work, including any required customizations.

• Cross-Functional Project Management: Act as the central bridge between the client and Penny's internal product and development teams. Clearly communicate the required scope and collaborate to establish timelines for shipping necessary customizations.

• Client Onboarding & Activation: Manage the end-to-end onboarding project, configuring the client's environment and ensuring all milestones are met on time.

• Customer Training: Develop and deliver comprehensive training sessions to ensure the client's team is confident, proficient, and fully activated on the platform.

• Successful Handoff: Prepare and manage a smooth transition for the client from the implementation phase to the ongoing support of the Customer Support and Customer Relationship Management teams, ensuring all stakeholders are aligned.

Qualifications Experience:

• Experience: Minimum of 5 years of experience in a client-facing implementation, onboarding, technical account management, or business analyst role, preferably within the enterprise software industry.

• Language: Fluency in both Arabic and English(written and verbal) is required.

• Technical Aptitude: Strong ability to understand complex software workflows and translate business needs into technical requirements.

• Analytical Skills: Excellent problem-solving skills with a proven ability to conduct gap analysis and design effective solutions.

• Communication & Training: Exceptional communication, presentation, and training skills. Ability to simplify complex processes for non-technical audiences.

• Project Management: Strong organizational and project management abilities, with a track record of managing multiple client implementations simultaneously.

• Collaboration: A natural collaborator with experience working across multiple departments, including sales, product, and engineering.

• Adaptability: Comfortable working in a fast-paced, startup-like environment where priorities can shift quickly.

• Education: Bachelor's degree in business, information systems, software engineering, or a related field.

• Preferred: Experience with ERP/CRM systems and project management tools (e.g., Jira, Confluence) is a strong plus.