Team Lead, Professional Services (SaaS)

TL;DR

Team Lead, Professional Services (SaaS): Leading an implementation team and managing client onboarding for GovTech SaaS products with an accent on requirements gathering, product configuration, and cross-functional collaboration. Focus on optimizing onboarding processes, solving technical implementation challenges, and ensuring high customer adoption rates.

Location: Hybrid (3 days/week in the Oakville, ON office)

Salary: $88,000 - $110,000

Company

A leading provider of purpose-built, cloud-based software designed to help public sector and government organizations in North America streamline procurement, budgeting, and administration.

What you will do

• Lead a team of Implementation Managers, providing guidance, coaching, and acting as the primary point of escalation for delivery success.
• Serve as the primary contact for new customers, overseeing the end-to-end onboarding process from kickoff to adoption.
• Gather business requirements and configure SaaS products, utilizing out-of-the-box functionality to align with client needs.
• Collaborate with sales, product management, and customer success teams to ensure a seamless transition and high-quality client experience.
• Develop and deliver comprehensive training sessions and maintain implementation documentation, user guides, and knowledge base articles.
• Perform data analysis and author ad hoc reports using relational databases to optimize business processes.

Requirements

• Bachelor's degree in Business, Computer Science, Information Systems, or equivalent practical experience.
• 4+ years of experience in a client-facing implementation role, preferably within the SaaS industry.
• Strong technical aptitude with advanced proficiency in Excel.
• Must be based in or able to work hybrid (3 days/week) from the Oakville, ON office.
• Experience designing and authoring reports from relational databases (SSRS or PowerBI).
• Proven ability to lead workshops and communicate effectively with internal and external stakeholders.

Nice to have

• Experience with CRM, ERP, or other enterprise software implementations, particularly in GovTech.
• Familiarity with PSA and Project Management tools such as Jira, Asana, Cloud Coach, or Autotask.

Culture & Benefits

• Wellness days: Extra days off twice a year on top of long weekends.
• Flexible workday tailored to employee and role requirements.
• Comprehensive health and dental benefits.
• Engagement through the Community Engagement and Culture Committees.
• Dynamic environment emphasizing creative and intellectual freedom with growth opportunities.