Pavilion Softworks

We are looking for an Implementation Manager to lead customer onboarding and ensure long-term success with our SaaS platform. This role sits between customers, product, and engineering. You will run demos, collect and structure requirements, manage onboarding projects, and act as a trusted product expert and Salesforce system administrator.
 

This is not a software engineering role. You are expected to deeply understand the product, configure it correctly, and guide customers to success.

Responsibilities

• Lead customer onboarding projects from kickoff to go-live
• Run product demos and onboarding sessions for new customers
• Gather, clarify, and document customer requirements
• Translate business requirements into clear tasks for the development team
• Configure and administer Salesforce (users, permissions, basic objects, workflows)
• Act as a product power user and trusted advisor for customers
• Coordinate timelines, expectations, and deliverables across teams
• Support customer success post-launch (adoption, best practices, expansion)
• Identify product gaps and communicate feedback to product and engineering

Requirements

• Fluent spoken and written English (customer-facing role)
• Experience with Salesforce administration (users, roles, permission sets, basic configuration)
• Strong understanding of SaaS onboarding and implementation processes
• Ability to communicate clearly with both non-technical customers and technical teams
• Strong organizational and project-management skills
• Comfortable running demos, workshops, and customer calls
• High attention to detail and ownership mindset

Nice to have

• Experience implementing or supporting SaaS products
• Background in customer success, onboarding, or implementation
• Experience working with CRM, ERP, or POS systems
• Familiarity with Salesforce reports, flows, or integrations (conceptual level)

What success looks like

• Customers go live on time and with confidence
• Requirements are clear, complete, and actionable for engineering
• Customers feel supported, understood, and successful
• Internal teams trust your documentation and handoffs