Implementation Manager

Autura•Boston, MA

2d•Remote

About The Position

As an Implementation Manager on the Professional Services team, you will be responsible for leading the successful implementation of Autura’s Towing Management System (TMS) software for a wide range of customers, with a primary focus on small to mid-sized towing & recovery businesses. You will serve as the main point of contact for the customer’s onboarding journey from sales to go-live, ensuring they receive the value of the solution. This role requires strong organizational skills, the ability to manage multiple concurrent projects, and excellent communication to ensure customer success and product adoption. You’ll thrive in a fast-paced environment where prioritization and time management are key to delivering high-quality implementations at scale.

Requirements

Proven experience in software implementation, customer success, or technical project management, preferably in a SaaS environment.
Proven ability to manage multiple projects and stakeholders simultaneously.
Excellent verbal and written communication skills.
Highly organized with strong attention to detail and a proactive mindset.
You leverage AI tools to boost productivity and enhance customer experiences, driving continuous improvement.
Comfortable working in a fast-paced, distributed work environment.
Passionate about customers, problem-solving, and continuous improvement.

Nice To Haves

Strong understanding of TMS or similar operational software platforms is a plus.

Responsibilities

Manage multiple concurrent implementation projects for new and upgrading customers, ensuring timely and successful deployment of Autura’s TMS solutions.
Conduct discovery sessions to understand customer operations, define success criteria, and tailor implementation plans accordingly.
Set clear expectations with customers and internal stakeholders regarding timelines, responsibilities, and escalation paths.
Coordinate cross-functional collaboration between product, support, and customer teams to ensure alignment and transparency.
Deliver training sessions and empower customers to use the system autonomously, following best practices and implementation roadmaps.
Monitor post-launch usage and ensure a successful handoff to Support Services and Customer Success.
Provide technical support and troubleshooting during the implementation phase to ensure a smooth customer experience.
Most implementations are conducted remotely, but occasional travel (up to 25%) may be required for key customer engagements, primarily for on-site training and go-live support.