About the job
About the Role
We are seeking an enthusiastic Implementation Manager to lead our customers through the onboarding process and help them achieve initial value swiftly. As the primary customer liaison, you will manage onboarding for a diverse range of clients from small to medium businesses (SMB) to enterprises. You will collaborate closely with our Customer Success, Operations, and Product teams to craft tailored onboarding plans, remove obstacles, and keep each implementation on track. This position is perfect for individuals with a background in consulting, services, or operations who are comfortable engaging in technical discussions, excel in customer-facing roles, and thrive in a dynamic software startup setting.
Key Responsibilities
- Manage Customer Onboarding: Oversee the entire onboarding process from kickoff to go-live, ensuring a rapid time-to-first-value.
- Act as the Customer Advocate: Build strong relationships with stakeholders, conduct status calls, set clear expectations, and communicate effectively about trade-offs.
- Resolve Blockers: Proactively identify and troubleshoot issues to ensure a smooth onboarding experience.
- Translate Customer Needs: Convert complex customer workflows into straightforward, actionable requirements for both technical and non-technical teams.
- Project Management: Effectively manage timelines, risks, dependencies, and stakeholder alignment across multiple accounts simultaneously.
- Technical and Operational Insight: Understand data flows, integrations, and workflows to diagnose and resolve issues efficiently.
- Drive Continuous Improvement: Enhance onboarding templates, checklists, and processes; identify patterns to inform product and process innovations.
- Collaborate with Internal Teams: Work closely with Customer Success, Product, Engineering, and Operations for seamless delivery and handoff post-launch.

