Implementation Manager (SaaS)

Swiftly•British Columbia, CA

20h•Remote

About The Position

Swiftly is seeking an Implementation Manager to join their Professional Services team, which is part of the Customer Success department. This role is crucial for ensuring customers are successful and derive significant value from Swiftly's transit data platform. The Implementation Manager will be the primary point of contact for customers during the post-sale implementation phase, collaborating with cross-functional teams like Sales, Product, and Engineering. The position is remote, with potential travel required 4-8 times per year. The role involves leading end-to-end implementation projects, developing detailed plans, providing technical guidance (including data migration and integrations), conducting training, driving platform adoption, managing stakeholder communication, performing quality assurance, and identifying process improvements. The role also involves leveraging AI tools for efficiency and providing feedback to internal teams. Swiftly is a mission-driven company focused on improving urban mobility and sustainability.

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 — 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 — 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.
Develop detailed implementation plans — including timelines, resource allocation, and milestones — 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.
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 — 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 — including actively leveraging AI tools to identify patterns, automate repeatable tasks, and accelerate time-to-value for customers.