JOB DESCRIPTION

We are seeking a Senior Client Implementation Manager to lead the delivery and long-term success of our largest, most complex client engagements — from signed deal through onboarding, go-live, and ongoing adoption. In this role you will run high-value, multi-phase software implementations end to end while serving as the client's primary point of contact and trusted advisor throughout the lifecycle and beyond. Because you'll be working with our most strategic accounts, you'll also play a hands-on role in shaping and improving how our delivery and client success practices operate as we scale. The ideal candidate combines strong project management discipline with outstanding relationship and communication skills, and is comfortable translating between client needs and technical configuration.

This role is open to candidates across Canada.

RESPONSIBILITIES

Implementation Leadership

• Lead the discovery process for enterprise implementations, including requirements gathering, scope alignment, timeline development, and resource coordination (Note: This role does not involve managing developers. This is focused on implementing the software we have with our clients.)
• Run kickoff, review, training, and go-live sessions, tailoring the approach to each client's size, structure, and program scope
• Guide the configuration team in translating client requirements into effective solutions, and assist with technical configuration where needed
• Manage multiple concurrent, multi-phase projects with substantial scope, keeping timelines, documentation, and status reporting on track
• Provide training to clients in a variety of formats (online, in-person, and through developing training materials)
• Travel to client locations primarily within North America (up to 20–25%)

Account Ownership & Client Success

• Own the end-to-end relationship for a portfolio of our largest, most complex accounts, acting as their primary point of contact from kickoff through ongoing adoption
• Serve as a trusted advisor, providing strategic guidance on best practices, adoption, and how to get the most value from the platform
• Drive long-term retention and growth by monitoring adoption, surfacing opportunities, and running executive check-ins and business reviews
• Manage client expectations and maintain clear, proactive communication throughout the engagement

Cross-Functional & Process

• Coordinate cross-functional teams — including Business Analysts and Product — to ensure timely delivery and a high-quality client experience
• Act as the liaison between clients, internal teams, and stakeholders, conducting regular meetings to maintain alignment and gather feedback
• Contribute to building and refining our implementation playbook, tools, and processes as the team grows

REQUIREMENTS

• 3–5+ years of experience delivering software or SaaS implementations to enterprise clients, in an implementation, project management, or client success capacity
• Proven track record managing complex, multi-phase client engagements or implementations, often several at once
• Exceptional stakeholder management and communication skills, including the ability to present effectively to executive teams
• Strong organizational and project management discipline, with proficiency in project management tools
• Ability to communicate technical concepts — including data and integration topics — clearly between clients and internal teams
• A proactive, ownership-driven mindset and comfort operating in a growing, evolving environment

PREFERRED

• Background in food safety or quality assurance (HACCP, SQF, BRC, etc.) — strongly preferred
• Prior experience in an Implementation, Client Success, or Account Management role
• Language proficiencies beyond English (Spanish, French)
• Experience with remote software deployments or large multi-site rollouts

WORK ENVIRONMENT

• Work remotely from anywhere in Canada — we're headquartered in Calgary, and if you're local you'll work hybrid at our office (a historic brick loft in Inglewood with free parking)
• Take care of your health with medical, dental and health spending account benefits
• 15 vacation days
• Employee Stock Ownership Plan (ESOP) eligible based on performance
• Choose your device type (some of us are Mac people, some of us just want to PC)
• Have some fun getting to know your coworkers through company events and socials, both virtually and in person

ABOUT US

Provision is a food safety software platform dedicated to helping fresh produce operations streamline compliance documentation and leverage data insights to improve safety and quality outcomes. Since 2018, hundreds of global operations have embraced our solutions, earning us accolades like the AgSharks 2023 Audience Choice Award and the 2024 AgTech Breakthrough Award. Join us as we make food safer, daily.

We appreciate the interest of all candidates, however, only those selected for an interview will be contacted.