Implementations Manager, Strategic Accounts

Who We Are
Neighborly Software was built to help communities make a difference in the lives of low-income families and vulnerable populations. Our mission is simple, “Helping Communities, Help People.”

Headquartered in Atlanta, GA we offer a cloud-based technology platform for the administration and disbursement of governments funds for programs such as Housing, Economic, Community Development, Disaster Recovery/MIT, Home Energy Rebate Programs, and Housing Choice Voucher programs.

Role Summary

The Strategic Implementation Manager (SIM) leads Neighborly Software’s most complex and high‑visibility implementation projects. SIMs own the full implementation lifecycle, including project management, client consultation, workflow design, and hands‑on system configuration. This role requires exceptional professionalism, executive presence, and the ability to guide large, multi‑stakeholder teams through phased rollouts and high‑stakes decision-making. Strategic Implementation Managers independently lead multi‑workstream engagements, proactively communicate project status and risks, and collaborate with Project Managers or Configuration Specialists when specialized support is needed. SIMs ensure delivery excellence, high‑quality configuration, and strong client adoption across diverse program types and complex operational environments.

Key Responsibilities

Implementation Delivery & Project Execution

• Lead full‑cycle implementations from kickoff through go‑live and handoff, owning planning, coordination, execution, and delivery.

• Manage multi‑workstream implementation plans, including timelines, risks, dependencies, and decision tracking.

• Drive project accountability across client and internal stakeholders to ensure clear ownership and on‑time delivery.

• Collaborate with Project Managers or Configuration Specialists as needed when projects require additional structure or technical support.

Client Engagement & Relationship Management

• Serve as the primary strategic partner for client leadership, program teams, and technical stakeholders during implementation.

• Facilitate executive‑level discussions, discovery workshops, and workflow alignment sessions.

• Provide expert guidance rooted in Neighborly Software capabilities, program requirements, and industry best practices.

• Communicate project status, risks, and next steps clearly and proactively to stakeholders across all levels.

Program Configuration & System Expertise

• Configure Neighborly Software programs directly, including complex forms, workflows, eligibility rules, automation logic, and role‑based permissions.

• Translate strategic program requirements into scalable, maintainable configuration designs that support client goals.

• Conduct detailed configuration validation through testing, scenario design, and peer review.

• Identify workflow gaps, system risks, or configuration inefficiencies early and refine solutions accordingly.

• Coordinate with Configuration Specialists for advanced or high‑volume configuration needs, ensuring quality and consistency.

Training, Adoption & Change Enablement

• Lead training for administrators, executives, and cross‑functional program teams across multiple workstreams.

• Guide clients through systemic process changes, workflow redesign, and go‑live readiness activities.

• Support phased rollouts, UAT cycles, and organizational adoption using structured enablement approaches.

• Provide documentation and knowledge transfer that empower clients to manage their systems post‑launch.

Cross‑Functional Collaboration

• Partner with Configuration Specialists, Project Managers, Strategic Accounts, Client Success, Product, and Support teams to ensure cohesive delivery.

• Communicate client feedback, risks, and product needs to internal teams to support improvement and prioritization.

• Participate in internal initiatives that enhance delivery quality, implementation methodologies, and best practices.

• Contribute to shared documentation, frameworks, and resources that support scalability across the Implementation organization.

Issue Management, Problem Solving & Escalation

• Identify and address project risks, blockers, and cross‑workstream dependencies with urgency and clarity.

• Troubleshoot workflow, logic, or configuration issues and coordinate resolution with Product or Support when needed.

• Escalate critical concerns appropriately while maintaining strong client confidence and credibility.

• Maintain structured logs and documentation for issues, decisions, and risk mitigation strategies.

Documentation, Communication & Reporting

• Produce clear, concise project documentation including executive‑level summaries, meeting recaps, decisions, and timelines.

• Deliver high‑quality internal and external status reports that support transparency and alignment.

• Document client requirements, workflow diagrams, and implementation assets for both internal and client use.

• Support the development and maintenance of knowledge bases and standard delivery materials.

Required Skills & Competencies

• Exceptional communication skills with the ability to engage executives, program leadership, and technical teams.

• Strong project management skills, including managing multi‑workstream implementations and phased timelines.

• Ability to configure complex software workflows and understand intricate program requirements.

• High professionalism, executive presence, and confidence in high‑stakes or ambiguous situations.

• Strong organization, prioritization, and attention to detail.

• Advanced problem‑solving skills across multiple stakeholder groups.

• Ownership mentality, proactive leadership, and a track record of delivering high‑quality outcomes.

Preferred Qualifications

• 5+ years of experience implementing SaaS or workflow‑based systems, ideally in complex or enterprise environments.

• PMP certification preferred.

• Experience working with government agencies, large housing authorities, or statewide programs.

• Familiarity with HUD program types is helpful but not required.

• Experience writing basic HTML is a plus.

• Bachelor’s degree preferred.

Location

Candidates located in Atlanta, GA are preferred and will be expected to work a hybrid schedule with at least one day per week in the office. Remote candidates outside Atlanta are also eligible.

Why You’ll Love Working Here:

• Comprehensive Benefits – Medical, Dental, Vision plan options and Company-Paid Short-Term Disability and Life Insurance

• 401K Contributions – Generous employer match with immediate vesting

• Generous Time Off – 5 weeks of PTO, 9 paid holidays, and 3 days of volunteer time off each year

Neighborly Software is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.