Commercial Implementation Manager

Blink • Boston, MA

1d • Hybrid

About The Position

The Commercial Implementation Manager is part of Blink’s Professional Services team and manages the implementation journey for a portfolio of commercial customers, defined as customers with up to 10,000 users. The role supports customers from onboarding through successful launch, helping them gain value from Blink’s mobile-first employee experience platform. The longer-term goal is to take ownership of Enterprise accounts. The position is based in Boston, with three days per week in the office, and reports to the VP of Professional Services.

The successful candidate is resourceful, inquisitive, quick to learn, and able to connect with customers and empathize with their challenges. They will manage multiple implementation projects end-to-end, build strong stakeholder relationships, improve customer adoption and satisfaction, and identify opportunities to add value through Blink features and services. The role also contributes to scalable customer enablement through self-help resources, webinars, training, reusable collateral, and automated onboarding processes.

Blink describes itself as a mobile-first employee experience platform serving distributed organizations, with teams in Boston, London, and Sydney and customers including Domino’s, JD Sports, and McDonald’s. The company emphasizes an inclusive and diverse culture where individual differences are valued and applications receive fair and equal consideration.

Requirements

• 3–5 years of relevant delivery experience.
• Previous experience in an onboarding role within a B2B SaaS business.
• Involvement in a scaling Professional Services function and business, with the ability to share ideas and drive growth.
• Strong project management skills, including meeting deadlines and following up quickly with customers.
• Strong technical and digital skills, including the ability to automate tasks using online tools.
• Familiarity with leading-edge AI tools, their use in personal workflows, and curiosity about AI’s potential to automate repetitive work across teams.
• Empathy and a sincere interest in solving customer problems.
• Strategic thinking and the ability to align technology solutions with business objectives and measurable value.
• Ability to work autonomously with excellent discipline.
• Knowledge of SaaS software and awareness of the typical customer lifecycle in the sector.
• Experience in a metric-driven environment with accountability for project success.
• A self-starter who is eager to learn and can thrive in a high-functioning team while running complete project lifecycles autonomously.
• Excellent organization, ability to balance competing tasks, provide regular updates, and represent Blink professionally.
• Familiarity with change-management principles and experience driving organizational change in customer businesses.
• A track record of strong team performance and exceeding self-set goals.

Nice To Haves

• Professional competency in French or Spanish.

Responsibilities

• Proactively work with new and prospective customers to help them get the most value from the platform.
• Support new customers through onboarding and implementation using demos, presentations, workshops, meetings, and training.
• Manage multiple ongoing implementation projects end-to-end.
• Build strong relationships quickly with key stakeholders.
• Plan and lead the onboarding of new customers onto the platform.
• Increase customer satisfaction, adoption, and engagement.
• Identify customer needs and opportunities to promote other Blink features and services when they can add value.
• Build self-help resources, including articles, videos, and demos, to help customers prepare for a successful launch.
• Automate customer onboarding processes using current tools.
• Support the delivery of webinars and training, and create reusable collateral.
• Monitor customer satisfaction and develop ways to improve service and customer experience.

Benefits

• Competitive salary.
• Generous equity allocations with significant upside potential.
• 20 days of leave plus public holidays.
• 401(k) plan.
• Private health insurance, including medical, dental, and vision coverage.
• Enhanced parental leave.
• Additional time off between Christmas and New Year.
• Opportunities to grow, learn, and solve varied challenges in a supportive environment.
• Social events, including lunches, breakfasts, and nights out.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed