Implementation Manager

Responsibilities

• Own the customer relationship through implementation: you are the primary point of contact for the customer's technical implementation from project kickoff to post go live steady state.
• Lead end-to-end project plans for multiple concurrent, multi-step implementations, keeping internal and customer teams aligned on scope, timeline, and status.
• Partner cross-functionally with account management, support, product, and engineering to unblock issues, coordinate handoffs, and keep implementations moving on schedule.
• Own the outcomes of each implementation: surface risks early, drive resolution across teams, and hold each launch accountable to its target date and quality bar.
• Drive continuous improvement of the implementation process: define and refine the playbook, tooling, and templates that reduce time-to-launch and raise the quality bar for every customer experience.

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