Implementation Manager (SaaS)

Swiftly, Inc.•British Columbia, ON

2d•CA$152,410 - CA$179,310•Remote

About The Position

The Professional Services team is part of the broader Customer Success department at Swiftly, working to ensure customers are happy and finding immense value in the tools that Swiftly provides. The Customer Success department comprises Implementation Managers, Account Managers, and Technical Support Representatives. This department is on the front line â€” the first point of contact for customers who have questions, are encountering issues, or need support during the implementation phase of our relationship. When problems arise, we ensure that individual customers are heard and that their issues are cared for, and we apply a keen analytical eye to spot trends and communicate problems proactively with the product team. We are passionate about improving mobility in the communities we serve, and we work side by side with transit agencies and operators to ensure their projects are impactful. We love the human aspect of our work and thrive on getting creative to solve problems or boost network performance. The Customer Success org is responsible for everything post-sale, and the Implementations team is a critical part of starting our customers on the right foot. You will play a vital role in ensuring the successful deployment and adoption of our software solutions. You will collaborate with cross-functional teams â€” including Sales, Product, Engineering, and Technical Support â€” to lead the implementation process and deliver exceptional customer experiences. Your expertise in project management, technical understanding, and customer-centric approach will be key in driving the successful onboarding and integration of our SaaS products for our clients. This is a remote position. Travel may be required 4 to 8 times per year.

Requirements

2 to 4 years of experience as an implementation manager, implementation consultant, project manager, project engineer, or similar role at a SaaS company
Thrives in a fast-paced environment; able to iterate quickly and dive into all-new kinds of projects
Embraces the startup mentality â€” takes ownership of new processes, operates with autonomy, and builds new operations for the team; eager to experiment with and adopt new tools, including AI, to build smarter, more scalable ways of working
Comfortable and experienced with both agile and waterfall project management methodologies
Independent, resourceful problem-solver
Technically fluent and eager to go deep â€” whether that's parsing a GTFS feed, validating AVL data quality, or troubleshooting an integration; actively uses AI tools to work smarter and is comfortable developing repeatable workflows that leverage them
Passionate about mobility, sustainability, or mission-oriented work with real-world impact

Nice To Haves

professional project management certification (PMP or equivalent)

Responsibilities

Lead end-to-end implementation projects for new and existing customers, serving as the primary point of contact throughout the implementation lifecycle. For more complex, hardware-involved deployments, you may partner with a dedicated Project Manager while retaining ownership of the customer relationship and technical workstreams.
Develop detailed implementation plans â€” including timelines, resource allocation, and milestones â€” to ensure smooth execution and timely delivery of solutions.
Provide technical guidance and support throughout the implementation process, including data migration, system integrations, and platform configuration. You're comfortable getting into the weeds: working directly with transit data sources like GTFS, AVL, and GPS feeds to validate data quality, troubleshoot issues, and ensure customer solutions perform as intended.
Conduct live training sessions to help customers get value out of Swiftly's products and accomplish their core strategic goals. Provide ongoing support and troubleshooting assistance to address customer concerns and issues.
Drive strong platform adoption while helping customers meet their goals and achieve value quickly during the implementation process.
Maintain regular, effective communication with customers, internal teams, and stakeholders â€” providing progress updates, managing expectations, and ensuring alignment throughout the implementation process.
Conduct thorough testing and data validation to ensure the accuracy, reliability, and performance of Swiftly's solutions.
Identify opportunities to improve processes, enhance implementation methodologies, and optimize client satisfaction. Provide feedback and insights to internal teams for product enhancements and future releases â€” including actively leveraging AI tools to identify patterns, automate repeatable tasks, and accelerate time-to-value for customers.