Senior Technical Implementation Manager

Senior Technical Implementation Manager Department: Implementation Reports to: Director of Implementation Direct Reports: Integration Specialist and future Technical Delivery resources Role Focus: Technical implementation leadership, integration architecture, technical execution, and go-live readiness Position Summary The Senior Technical Implementation Manager is accountable for the technical success of OneRail customer implementations from discovery through go-live and transition to ongoing support. This role serves as the technical leader within the Implementation organization and ensures that every implementation has a complete, scalable, supportable, and well-tested technical solution. The Senior Technical Implementation Manager translates customer business and operational requirements into technical designs, integration specifications, platform configurations, testing strategies, and implementation plans. Working in close partnership with Implementation Managers, Solutions, Product, Engineering, Data, Information Security, Technical Support, and customer technology teams, this position owns the technical workstream and ensures that all technical requirements, dependencies, risks, and deliverables are understood and completed before launch. The Senior Technical Implementation Manager is expected to provide technical leadership while also directly participating in solution design, API testing, troubleshooting, data validation, technical documentation, and issue resolution when needed.

Key Responsibilities

Technical Ownership of Customer Implementations

• Own the technical workstream for all assigned customer implementations from technical discovery through production launch and hypercare.
• Participate in customer discovery sessions (including pre-contract signature for complex and highly techincal opportunities) to understand workflows, systems, integration requirements, data requirements, security needs, technical constraints, and expected outcomes.
• Translate customer business processes into clear technical requirements, solution designs, integration specifications, and configuration requirements.
• Develop the technical implementation plan, including milestones, dependencies, testing requirements, technical risks, and customer responsibilities.
• Ensure technical requirements are fully documented, validated, and approved before development or configuration begins.
• Identify technical risks early and establish mitigation and escalation plans before those risks affect the overall implementation timeline.
• Maintain visibility into the technical health and readiness of every active implementation.

Solution and Integration Architecture

• Design scalable and supportable integration solutions between customer systems and the OneRail platform.
• Define the appropriate integration approach using APIs, webhooks, file-based integrations, data feeds, or other supported integration methods.
• Document data flows, field mappings, authentication requirements, endpoints, environments, error-handling processes, and integration dependencies.
• Review customer architecture and recommend the most effective implementation approach based on the customer’s systems, volume, workflows, and business requirements.
• Lead or approve technical solution-design reviews for complex or high-risk implementations.
• Ensure solutions align with OneRail product capabilities, security requirements, integration standards, and long-term supportability.
• Prevent unnecessary customization by identifying scalable, repeatable solutions that can be supported across customers.
• Work with Product and Engineering when customer requirements require product enhancements, new integration capabilities, or technical exceptions.

Technical Configuration and Build Oversight

• Direct and oversee the work of the Integration Specialist and other technical implementation resources.
• Ensure platform configurations, data mappings, integrations, credentials, environments, and technical dependencies are completed accurately and on schedule.
• Remain hands-on when needed by reviewing API requests and responses, testing endpoints, validating payloads, examining logs, reviewing data, and troubleshooting integration behavior.
• Work with Implementation Manager to define clear acceptance criteria based on the client’s needs regarding all technical implementation deliverables.
• Review completed technical work for quality, accuracy, scalability, and adherence to OneRail implementation standards.
• Coordinate with Engineering when technical work requires product development or specialized engineering support.
• Ensure technical documentation is complete before an implementation progresses to testing or production.

Testing and Quality Assurance

• Define the technical testing strategy for each implementation.
• Establish requirements for connectivity testing, integration testing, system testing, end-to-end testing, volume testing, and technical user-acceptance testing.
• Ensure test scenarios reflect the customer’s actual operating conditions, exception paths, data volumes, and delivery workflows.
• Coordinate technical testing activities across the customer, Implementation, Product, Engineering, Data, and Support teams.
• Lead technical defect triage and ensure issues are properly documented, prioritized, assigned, tested, and resolved.
• Validate that fixes address the root cause and do not create downstream impacts.
• Maintain clear documentation of open defects, workarounds, risks, and launch-blocking issues.
• Provide technical approval before an implementation is considered ready for production.

Go-Live and Production Readiness

• Own the technical readiness assessment for each customer go-live.
• Develop and maintain technical go-live checklists, cutover plans, monitoring requirements, rollback plans, and escalation procedures.
• Confirm with Implementation Manager that integrations, configurations, authentication, data flows, error handling, reporting, and operational monitoring are production-ready.
• Participate in go-live command centers and provide technical leadership during launch.
• Coordinate with Technical Support the rapid investigation and resolution of technical issues during go-live and hypercare.
• Ensure technical production issues are documented, communicated, and assigned to the correct internal owner.
• Approve the technical transition from Implementation to Technical Support and ongoing operations.
• Ensure Support receives complete documentation, known issues, integration details, customer contacts, escalation paths, and troubleshooting guidance.

Technical Escalation and Problem Resolution

• Serve as the primary technical escalation point for the Implementation team.
• Lead the investigation of complex integration, configuration, data, environment, and platform issues.
• Conduct or coordinate root-cause analysis for technical implementation failures and recurring issues.
• Determine when an issue can be resolved within Implementation and when Product, Engineering, Data, Security, or Support involvement is required.
• Provide clear technical summaries that explain the issue, business impact, troubleshooting completed, evidence collected, and requested next steps.
• Prevent avoidable Engineering escalations by ensuring sufficient troubleshooting and technical analysis occur before issues are transferred.
• Track recurring technical issues and recommend process, documentation, product, or tooling improvements.

Cross-Functional Leadership

• Serve as the primary technical partner to the Customer Delivery Implementation Managers.
• Partner with the Implementation Manager to align the technical workstream with the overall customer plan, timeline, scope, communication cadence, and go-live strategy.
• Work with Solutions to validate that commitments made during the sales process are technically feasible and accurately represented in the solution design and implementation scope.
• Partner with Product and Engineering to communicate customer needs, technical gaps, recurring implementation challenges, and product-improvement opportunities.
• Collaborate with Information Security on customer security reviews, technical questionnaires, authentication requirements, data-handling requirements, and implementation controls.
• Coordinate with Technical Support to ensure a complete and successful post-launch handoff.

Technical Standards and Continuous Improvement

• Establish and maintain the OneRail technical implementation methodology, standards, templates, and quality requirements.
• Create as needed, reusable technical discovery documents, solution-design templates, integration checklists, data-mapping templates, testing plans, and go-live readiness tools.
• Develop standard integration patterns and implementation playbooks for common customer systems and workflows.
• Identify opportunities to automate or streamline repetitive technical implementation activities.
• Create technical documentation and internal training that reduces dependency on individual subject-matter experts.
• Train and mentor Implementation Managers on technical discovery, integration concepts, technical risk identification, and escalation preparation.
• Maintain a lessons-learned process and ensure improvements are incorporated into future implementations.
• Provide Product and Engineering with structured feedback based on recurring implementation needs and customer integration challenges.

Team Leadership

• Manage, coach, and develop the Integration Specialist and future Technical Delivery team members.
• Assign technical implementation work based on priority, complexity, capacity, and individual skill sets.
• Establish clear expectations, quality standards, performance goals, and development plans for technical team members.

Role Boundaries The Senior Technical Implementation Manager and Customer Delivery Implementation Manager work as partners, but they have distinct areas of accountability. Area Senior Technical Implementation Manager Customer Delivery Implementation Manager

Overall customer project plan Contributes technical milestones and dependencies Owns

Customer relationship and governance Owns technical stakeholder relationships Owns overall customer relationship

Technical discovery and requirements Owns Participates

Technical solution and integration design Owns Informed and consulted

Platform configuration and integration execution Owns Tracks against overall plan

Technical risks and escalations Owns Communicates overall customer impact

Customer status reporting Provides technical status Owns consolidated status communication

Business-process decisions Consulted Owns coordination and documentation

Technical testing and defect resolution Owns Coordinates customer participation

Training, adoption, and operational readiness Supports Owns

Technical go-live approval Owns Incorporates into overall go-live decision

Implementation-to-Support handoff Owns technical handoff Owns overall customer transition