Implementation Account Manager

Esper•Austin, TX

1d•Hybrid

About The Position

As an Implementation Account Manager (IAM) within Esper's Professional Services team, you will play a pivotal role in driving customer adoption, time-to-value, and successful software delivery during the critical onboarding phase. Blending operational delivery rigor with strategic, consultative account leadership, you will act as a trusted business advisor to ensure that our platform directly maps to the client’s operational workflows and long-term public policy goals. This role balances technical configuration guardrails with high-impact customer change management. The IAM establishes clear project boundaries, mitigates deployment risks, and navigates complex client environments from initial sales handoff through a flawless transition to the Customer Success team. The IAM partners closely with internal implementation and Engineering teams to transform new sales into active, high-utilization accounts.

Requirements

Bachelor's degree in business, computer science, public administration, or a related field (preferred), or equivalent experience.
Minimum of 2 years of implementation management, consultative account management, or delivery-focused project management experience in a SaaS environment.
Demonstrated experience navigating business process mapping, workflow configuration, and user adoption strategies.
Strong emotional intelligence (EQ) and consultative discovery skills, with an ability to speak fluently about both technical product boundaries and executive-level business value.
Strong organizational and communication skills, both verbal and written, with the ability to firmly push back on out-of-scope requests while maintaining positive client relationships.
Ability to manage multiple complex deployments, prioritize competing internal and external demands, and work under tight deadlines.
Technical aptitude and proficiency with Professional Services Automation (PSA) and CRM tools.
Ability to adapt to a rapidly evolving product and respond strategically to customer operational needs.
Knowledge of government operational concepts, regulatory frameworks, or policymaking processes is a strong plus.
Familiarity with project management and collaboration tools (e.g., Teamwork, Rocketlane, Jira, Asana).
PMP, CAPM, or change management certifications (e.g., Prosci) are a plus.
A genuine interest in public policy and how technology can transform how government operates.

Responsibilities

Drive Time-to-Value (TTV): Establish deployment scope, technical configuration milestones, and workflow mapping to ensure customers achieve rapid, meaningful business outcomes from the Esper platform.
Enforce Configuration Guardrails: Manage a portfolio of deployments within a strict, time-bound delivery lifecycle, aggressively mitigating scope creep by balancing client business needs against standard product capabilities.
Navigate Change Management: Act as the primary strategic point of contact for executive sponsors and operational business owners during the high-stakes deployment phase, guiding them through institutional friction and adoption challenges.
Track Delivery Rigor: Monitor and manage project health, timelines, and implementation deliverables in Teamwork to ensure accounts go live on schedule and within contract boundaries.
Protect Technical Resources: Coordinate cross-functional efforts across Professional Services, Engineering, Product, and Customer Success to align technical configurations and shield core engineering teams from unstructured custom requests.
Strategic Handoff Leadership: Formally evaluate project closure and drive a flawless post-launch handoff to the long-term Customer Success Manager (CSM), passing along clean workflow documentation to eliminate early-stage churn risk.
Support Commercial Alignment: Review Statements of Work (SOWs) and change orders, identifying potential upsell, expansion, or expert/managed services opportunities during onboarding to pass to the Sales and CS teams.
Pre-Sales Scoping Validation: Participate in the sales process as needed to validate implementation scope, timeline constraints, and delivery frameworks for incoming enterprise opportunities.
On-Site Relationship Building: Occasionally travel to government customer sites to conduct executive kickoffs, process mapping workshops, or user training sessions to solidify client trust.
Methodology Contribution: Contribute to Esper's evolving Professional Services delivery methodology, configuration templates, and onboarding best practices to improve deployment margins and scalability.
Professional Services Rigor: Log billable hours and account status accurately and on time to meet core operational metrics.