Implementation Manager

Uniti AI•New York City, NY

About The Position

As an Implementation Manager, you will own the entire onboarding process for new customers, from the moment a contract is signed until the AI agents are live and functioning. This involves configuring the agents based on the customer's specific data and workflows, managing the project from start to finish, and ensuring a smooth handover to the Customer Success team. You will be a key part of the Client Operations team, working closely with Sales, Customer Success, and Engineering to deliver on the promised AI agent capabilities. This role is crucial for ensuring every customer receives a fast and thorough go-live experience, and for continuously improving our implementation processes based on learnings from each onboarding.

Requirements

2–6 years of experience in Customer Success, Client Onboarding, Solutions Engineering, or Technical Project Management, preferably at a B2B SaaS or AI company.
Strong project management skills, with the ability to manage complex implementations and anticipate potential issues.
Comfort with writing AI prompts and configuring agent behavior, or a strong aptitude and curiosity to learn quickly.
Technical fluency with integrations and APIs, including webhooks, basic SQL, and JSON, enabling independent debugging of integration issues.
Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences and business priorities to engineers.
Proven track record of managing ambiguous customer situations from start to finish, including problem identification, scoping solutions, and coordinating internal resources.
Ability to take ownership of large, undefined problems and drive them to resolution independently.
Collaborative approach, able to work effectively with Sales, CS, Product, and Engineering teams.
Customer-centric mindset, prioritizing direct customer interaction and feedback.
A mindset geared towards rapid iteration and shipping quickly.

Nice To Haves

Experience in the real estate, property management, storage, senior living, or coworking industries.
Prior experience at an AI-native company, particularly in customer-facing implementation or solutions delivery roles.
Familiarity with PMS systems that Uniti integrates with (storEDGE, SiteLink, SSM, Storeganise; Yardi, Entrata, MRI; Nexudus, OfficeRnD).
Startup experience.

Responsibilities

Run new customer implementations end-to-end — from contract signed to live agent — using the implementation tracker and providing weekly status updates to commercial leadership.
Own agent creation and optimization for every new customer, including prompts, sections, instructions, and building the initial knowledge base from customer data.
Manage integration and channel setup, including PMS connections, voice/email/SMS/WhatsApp/chat configuration, and any custom channel work required by the customer.
Lead regular check-in calls during the implementation phase and the initial weeks post-launch.
Proactively identify and address issues before they escalate, and surface relevant KPIs to the customer.
Triage and respond to support tickets for customers in your book of business, including those in-flight and recently launched.
Coordinate bug, feature, and API requests with the Engineering team and maintain clear communication with the customer.
Continuously improve implementation operations by identifying bottlenecks and proposing solutions.
Develop a deep understanding of the day-to-day challenges faced by customers by engaging with them directly (e.g., sitting in on tours, walking facilities, listening to agent calls).
Share insights and learnings with the Product and Engineering teams to inform future development.