Implementation Manager

Summary:

We are looking for an Implementation Manager to join our growing CX team. The ideal candidate is a proactive, solution-oriented professional with experience managing complex software implementations for mid-market to light enterprise clients. This role is perfect for someone who thrives in high-touch, high-value customer environments, can manage diverse personalities, and is motivated by driving successful, long-term adoption of a mission-critical platform.

Your Role:

• Lead the customer implementation process from contract signature through full adoption and handoff to Customer Success.

• Manage 30–40 concurrent implementation projects, each involving multiple stakeholders and varying timelines.

• Design, deliver, and adjust project plans and milestone schedules to ensure engagement and momentum throughout multi-month onboarding.

• Conduct live training sessions, working sessions, and executive-level updates via video conference.

• Motivate and guide customers through complex technical rollouts, ensuring platform understanding and operational readiness.

• Serve as the primary point of contact during implementation, navigating different personalities, org structures, and stakeholder levels.

• Collaborate closely with Product, Support, and CS teams to ensure seamless internal alignment and a smooth customer journey.

• Gather feedback, identify risks, and proactively address blockers to protect timelines and outcomes.

• Prepare to take ownership of Alpha or strategic accounts after demonstrating strong mastery of the platform and process.

• Continually surprise and delight customers with a can-do mindset and a customer-first approach.

Your Experience:

• 3–5 years of experience in SaaS onboarding, implementation, or project management (platform experience preferred over point solutions).
• Proven ability to manage multiple, multi-month implementation projects with mid-market or Fortune 100 clients.
• Experience with cloud-based platforms and the ability to quickly learn complex software ecosystems.
• Strong communication skills across all channels (Zoom, Slack, Salesforce, etc.) and with various seniority levels.
• Demonstrated ability to manage complex personalities and drive accountability without direct authority.
• High emotional intelligence, professional resilience, and a go-getter mindset.
• Exceptional organizational and project management skills with the ability to set goals, manage deadlines, and work with minimal direction.
• Experience working autonomously in a remote environment.

Bonus Skills:

• Platform implementation experience (ERP, HCM, CRM—e.g., NetSuite, Workday, etc.)

• Change management or stakeholder communication frameworks

• Technical familiarity (APIs, SSO, integrations, basic configuration)

• Advanced Excel or project planning tools (Asana, Jira, Smartsheet)

Team Values:

Communication: Ask questions, offer clarity, operate with transparency and empathy
Collaboration: Work cross-functionally to find the best path forward
Continuous Improvement: Seek growth in both process and product

Annual compensation range: Up to $75,000 – $80,000
(Up to $85,000 for candidates with demonstrated Alpha/strategic implementation leadership experience)