Manager, Client Implementations & Success (SaaS)NTWIST Edmonton, Alberta, Canada (Hybrid)SaveApply
Manager, Client Implementations & Success (SaaS)
Location: Edmonton, Canada (Hybrid/Onsite)
AI/ML | SaaS | Industrial Technology
About the Role
We’re looking for a Manager, Client Implementations & Success to drive the end-to-end delivery of SaaS solutions, ensuring strong alignment with client objectives and measurable business outcomes. This role goes beyond execution tracking — you will be accountable for ensuring that what is delivered is successfully adopted, integrated into real-world workflows, and delivers tangible value.
You will work across engineering, product, and stakeholders to ensure delivery is structured, predictable, and outcome-driven, while maintaining strong execution discipline and visibility.
This is a non-coding role focused on delivery, execution, and client success. Prior experience in software development is preferred, as it helps in understanding technical constraints, validating timelines, and driving realistic delivery outcomes.
What You’ll Own
Client Success & Outcome Ownership (Primary Accountability):
- Own the realization of client outcomes, ensuring solutions deliver measurable business impact aligned to defined objectives and use cases
- Define and track success metrics (adoption, efficiency, performance, usage) and continuously validate outcomes post-deployment
- Drive solution adoption and operational integration into client workflows
- Identify gaps between expected vs actual outcomes and lead structured interventions
- Translate client feedback and usage insights into prioritized improvements across delivery and product
- Ensure continuous visibility into value realization and long-term client success
Delivery & Execution Management:
- Drive end-to-end delivery across planning, build, release, and deployment phases
- Establish clear scope, milestones, dependencies, and execution plans
- Ensure delivery is predictable, transparent, and aligned with commitments
Deployment & Go-Live Coordination:
- Plan and manage deployment and release activities across teams
- Ensure go-live readiness (validation, dependencies, stakeholder alignment)
- Oversee smooth production rollout and transition
- Monitor post-deployment stability, performance, and issue resolution
Focus is on coordination and execution — not hands-on DevOps or infrastructure work.
Execution Tracking, Workflows & KPI Ownership:
- Own execution tracking using JIRA and MS Project
- Design and optimize JIRA workflows to ensure clear task movement and accountability
- Define and track key KPIs (cycle time, MTTR, throughput, adoption metrics)
- Ensure real-time, accurate tracking and reporting across all projects
- Drive discipline across teams in maintaining consistent and reliable updates
Risk, Issues & Continuous Improvement:
- Proactively manage risks, blockers, and dependencies
- Drive timely issue resolution and post-incident improvements
- Continuously enhance delivery processes, workflows, and execution frameworks
Cross-Functional Alignment:
- Collaborate closely with engineering, product, and operational teams
- Align stakeholders on priorities, expectations, and execution plans
- Facilitate planning sessions, reviews, and retrospectives
- Drive alignment without relying on hierarchical authority
Technical Understanding & Delivery Feasibility:
- Apply understanding of software development to evaluate timelines, risks, and feasibility
- Collaborate with engineering teams to challenge assumptions and improve execution planning
- Ensure delivery commitments are realistic and achievable
What We’re Looking For:
- 3–5 years of total experience in SaaS delivery, project management, or client-facing implementation roles
- Strong experience in client-facing delivery or implementation environments
- Hands-on experience in deployment coordination and release management
- Strong working knowledge of JIRA and MS Project, including workflow setup and execution tracking
- Experience defining and tracking KPIs and delivery metrics
- Solid understanding of Agile / SDLC methodologies
- Strong communication, coordination, and stakeholder management skills
- Ability to maintain structured execution, clear tracking, and delivery discipline
Nice to Have
- Prior experience in software development or engineering roles
- Exposure to AI-assisted development tools (e.g., Claude, GitHub Copilot, etc.)
- Experience in AI/ML or industrial SaaS domains
- Exposure to on-prem or hybrid deployment environments
- Experience in change management or process optimization
What Success Looks Like
- Delivery is structured, predictable, and aligned with client expectations
- Solutions are successfully adopted and delivering measurable value
- Execution tracking is accurate, real-time, and transparent
- Teams are aligned and operating efficiently with minimal friction
- Continuous improvement is driven through data, feedback, and operational insights
Why This Role Matters
This role is central to ensuring that delivery is not just completed—but drives real outcomes for clients. Success here means turning execution into impact, adoption, and long-term value.
About NTWIST:
NTWIST provides cutting edge artificial intelligence and machine learning solutions to remove human error from industrial control rooms. Our machine learning algorithms and artificial intelligence tools help continuous process plants to improve productivity and cut down costs. We provide tools for mining & metal, oil & gas, petrochemical, food processing and other manufacturing sectors that aim to be ahead of the technology curve and help organizations to operate efficiently.
To know more visit our website at www.ntwist.com
Apply now and become part of an innovative team that’s transforming industries with AI!
Job Type: Full-time
Ability to commute/relocate:
- Edmonton, AB T6N 1G1: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you willing to undergo BGV process?
- Please summarize your experience and explain why you are a strong fit for this role, specifically in terms of delivery management, client success, deployment coordination, and execution tracking (JIRA/KPIs).
- Summarize your experience in managing software/SaaS projects.
- What is your current notice period or earliest available start date?
- Describe your role in managing a deployment or release. How did you ensure readiness and handle issues during or after go-live?
- Explain how you have used JIRA (or similar tools) to track execution. Have you created or improved workflows? What problem were you solving?
Work Location: In person
