Implementation Manager - Workplace Technology

Implementation Manager – Workplace Technology
Melbourne CBD | Hybrid (2–3 days per week in the office)
Permanent Full-Time Role
  
We’re looking for an Implementation Manager to lead customer onboarding and delivery for a workplace technology platform, ensuring a seamless, high-quality experience from contract signature through to go-live.
  
If you enjoy working at the intersection of technology, customers, and modern workplaces, this could be the perfect next step.
  
What You’ll Be Doing
  
Customer Onboarding & Delivery

• Own the end-to-end onboarding journey for new customers, from contract signature to go-live and handover.
• Act as the primary point of contact during onboarding, building strong, trusted relationships with customer stakeholders.
• Guide customers through best-practice setup of their platform environment, aligned to workplace strategy and operational goals.
• Ensure onboarding milestones are delivered on time, on scope, and to a high standard.  

Project & Stakeholder Management

• Project manage onboarding activities across internal teams (Product, Engineering, Hardware, Support) and external customer teams (IT, Workplace, Facilities, Security, Real Estate).
• Coordinate timelines, dependencies, and deliverables across multiple stakeholders.
• Proactively manage risks, issues, and scope changes while setting clear expectations.
• Maintain clear onboarding documentation, project plans, and status updates.  

Technical & Platform Enablement

• Lead configuration of customer environments, including policies, user roles, groups, resources, organisational structures, teams, and locations.
• Project manage and advise on integrations such as security access control systems, workplace hardware, and third-party software platforms.
• Work with APIs, webhooks/event-based integrations, and cloud-based SaaS architectures.
• Translate technical concepts into clear, non-technical explanations for customers.  

Customer Enablement & Success

• Educate customers on platform capabilities and advise on optimal configuration.
• Deliver onboarding walkthroughs, training sessions, and enablement materials.
• Support customers through go-live and hyper-care periods.
• Ensure a smooth transition from onboarding to ongoing customer success or support teams.  

Continuous Improvement

• Capture onboarding feedback to improve processes, documentation, and platform features.
• Contribute to onboarding playbooks, templates, and best practices.
• Act as a voice of the customer during early lifecycle stages.  

What We’re Looking For
  
Required

• Experience in customer onboarding, implementation, or technical project delivery within a SaaS or technology environment.
• Strong understanding of cloud platforms, APIs, system integrations, and event-driven architectures/Webhooks.
• Experience working with or alongside security access control systems and hardware or IoT-enabled platforms.
• Excellent project management skills with the ability to manage multiple onboarding projects simultaneously.
• Highly organised, detail-oriented, and process-driven.  

Personal Attributes  

• Highly personable, professional, and trusted by customers.
• Strong communicator, able to manage expectations calmly and clearly.
• Comfortable working between technical and non-technical stakeholders.
• Proactive, solutions-oriented, and confident in advising customers.
• Takes pride in delivering a premium customer experience.  

Nice to Have

• Experience in workplace technology, proptech, facilities, or corporate real estate.
• Familiarity with enterprise customers and complex stakeholder environments.
• Interest in how people use space, technology, and workplaces.
• Exposure to enterprise security, IT governance, or compliance environments.  

Candidates must have full Australian working rights.

Certus Recruitment Group is a well-established and experienced specialist consultancy providing sales, marketing, and IT recruitment services. We serve the technology sector across Australia, North America, the UK, and Europe.