Client Implementation Manager, Association Banking

Job Title:

Client Implementation Manager, Association Banking

Location:

AZ - Chandler 3075

What you'll do:

• The Client Implementation Manager leads the team responsible for onboarding new Association Banking clients and guiding existing clients through complex banking, operational, organizational, and technology transitions.

This position is responsible for the overall performance of the client implementation function, including implementation methodology, portfolio governance, team capacity, project quality, client satisfaction, executive communication, go-live readiness, and post-implementation stabilization. The team serves as a primary point of contact for clients during onboarding, management company transitions, accounting system conversions, and other significant operational changes.

The successful candidate will bring experience leading client-facing implementation professionals responsible for onboarding and implementing complex products or services. The ideal candidate combines strong people leadership, project delivery, client relationship management, and operational discipline. Experience improving implementation processes, developing team members, and driving successful client outcomes is highly valued.

Lead, coach, and develop a team of client-facing implementation professionals, establishing performance expectations, goals, and development plans that support successful client outcomes.

Own the end-to-end client implementation experience from sales handoff and discovery through planning, configuration, operational readiness, training, go-live, stabilization, and transition to ongoing support.

Establish clear delivery expectations for scope, milestones, risks, dependencies, client responsibilities, communications, documentation, and implementation quality.

Drive the continued evolution of the client implementation organization through enhancements to delivery practices, team capabilities, performance measurement, and client engagement strategies.

Manage the implementation portfolio, including engagement health, team capacity, delivery risks, competing priorities, stakeholder alignment, escalations, and leadership visibility.

Collaborate with customers and senior leadership to address complex requirements and implementation challenges while minimizing risk to client outcomes.

Ensure implementation professionals operate as proactive client advisors who identify risks, guide decisions, manage expectations, and maintain clear accountability.

Build and continuously improve implementation methodologies, playbooks, governance routines, quality controls, client communication standards, training materials, and go-live readiness criteria.

Use client feedback, implementation metrics, quality trends, capacity data, and root-cause analysis to improve delivery predictability, reduce rework, shorten implementation cycles, and strengthen client satisfaction.

Partner with Sales, Relationship Management, Operations, Treasury Management, Product, Technology, Risk, Compliance, and Support teams to coordinate dependencies and provide a consistent client experience.

Ensure clients successfully activate and adopt the products, services, integrations, and operating practices included in their implementation.

Provide concise, executive-ready reporting on implementation progress, portfolio risks, client satisfaction, team capacity, delivery performance, and improvement priorities.

Identify and lead improvements in workflow, automation, implementation technology, knowledge management, and cross-functional handoffs while supporting adoption of organizational and technology changes.

Maintain appropriate operational controls and ensure implementation activities comply with applicable policies, risk requirements, and regulatory expectations.

Preferred Qualifications

• Leadership experience within an enterprise SaaS, fintech, payments, ERP, CRM, human capital management, property-management technology, or other complex B2B implementation environment.
• Demonstrated ability to lead teams through organizational, process, technology, and client-driven change while fostering continuous learning and improvement.
• Experience working within complex software ecosystems involving CRM, project and portfolio management, HOA/community management, accounting, treasury management, payment, or other enterprise business platforms.
• Experience leading implementations involving integrations, data conversion, configuration, workflow design, client training, operational change, or multiple third-party providers.
• Experience with banking, treasury management, association banking, payments, property management, or financial services, including familiarity with relevant products, services, policies, procedures, and regulatory requirements.
• Experience operating in a regulated environment.
• Experience leading operational transformation, process redesign, workflow automation, or implementation technology improvements.
• PMP, PgMP, Agile, Scrum, Lean Six Sigma, Prosci, or a comparable professional certification.

What you'll need:

7+ years of experience in client implementation, software implementation, professional services, customer onboarding, consulting delivery, project delivery, or a closely related client-facing discipline.

Three or more years of direct people-management experience leading project managers, implementation consultants, professional services consultants, customer onboarding managers, or comparable client delivery professionals.

Experience developing and improving implementation processes, delivery standards, performance metrics, governance practices, or team operating models to improve client and business outcomes.

Experience implementing complex B2B software, SaaS platforms, financial products, technology-enabled services, or solutions requiring coordination across multiple systems and business functions.

Demonstrated experience establishing delivery standards and holding implementation teams accountable for project planning, risk management, client communication, milestone achievement, go-live readiness, and successful adoption.

Experience managing client relationships, implementation escalations, competing stakeholder expectations, and service-recovery situations.

Experience hiring, coaching, evaluating, and developing client-facing implementation professionals.

Strong project and program management skills, including portfolio governance, capacity management, dependency management, issue resolution, and executive reporting.

Strong written, verbal, presentation, negotiation, and conflict-resolution skills.

Bachelor’s degree or equivalent professional experience.

About the company:

Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands — Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank — that remain part of the company’s heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488.  When contacting us, please provide your contact information and state the nature of your accessibility issue.  We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

© Western Alliance Bancorporation