CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.
The Manager of Professional Services is responsible for leading a team of Implementation Managers, to deliver exceptional SaaS implementation experiences. This role ensures execution excellence across all phases of project delivery, including scoping, configuration, testing, integration, and go-live. The ideal candidate blends operational leadership with strategic vision, and thrives in a cross-functional, customer-facing environment.
Key Responsibilities
Team Leadership & People Management
- Lead, coach, and develop a high-performing team of Implementation Managers, including senior-level contributors.
- Conduct regular performance reviews, mentoring, and career development planning.
- Foster a collaborative, accountable, and customer-focused team culture.
Project Oversight & Execution
- Ensure successful delivery of complex implementation projects on time, within scope, and on budget.
- Partner closely with Implementation Manager IV and senior team members to guide strategic and high-impact implementations.
- Review project plans, resourcing, milestones, risks, and quality standards.
Process & Quality Improvement
- Establish and continuously improve implementation methodologies, toolkits, and best practices.
- Monitor and ensure adherence to standardized processes and regulatory requirements.
- Champion process innovation, automation, and scalable delivery models
Customer Experience & Strategic Guidance
- Act as a point of escalation for customer concerns or high-risk implementations.
- Set and manage customer expectations around timelines, deliverables, and roles.
- Partner with Customer Success and Product teams to align implementation outcomes with broader business goals.
Cross-Functional Collaboration
- Collaborate with Sales, Product, and Engineering teams to ensure smooth handoffs and solution alignment.
- Provide feedback to internal stakeholders on product gaps, enhancements, and customer needs.
Reporting & Performance Metrics
- Track and report on KPIs such as on-time delivery, customer satisfaction, team utilization, and project health.
- Use data to drive decisions, forecast capacity, and improve implementation outcomes.
Qualifications
- 3+ years of experience managing Professional Services or Implementation teams in a SaaS environment.
- Proven experience overseeing complex, multi-product implementations.
- Strong knowledge of project management methodologies (e.g., Agile, Waterfall, Hybrid).
- Experience working with enterprise customers and high-value projects.
- Excellent leadership, team development, and interpersonal skills.
- Strategic thinker with a strong execution mindset.
- Bachelor’s degree in Business, Information Systems, or related field (Master’s preferred).
- PMP, CSM, or equivalent certifications are a plus.
Today, under the leadership of Chris Sullens, an award-winning CEO in the technology space, CentralReach is committed to their mission of providing cutting-edge technology and services to help clinicians and educators produce superior client and patient outcomes. Already a market leader, CentralReach is expected to grow exponentially through its four core tenets: hire and develop great people; build industry-leading products; provide exceptional service to customers and continuously invest in systems, processes and infrastructure. We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disability coverage and a 401(k) matching.
We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career. We pride ourselves on our fun and energetic environment that also provides our employees with a meaningful way to make a difference by helping clinicians and educators produce superior outcomes for children and adults with disabilities. #LI-Hybid
