Implementation Manager

Proton.ai•Cambridge, MA

13d•$100,000 - $120,000•Hybrid

About The Position

Proton is hiring an Implementation Manager to own standard customer engagements from pre-sales solutioning through successful go-live. As part of Forward Deployed Engineering, this customer-facing role owns the implementation plan, work, and outcomes, translating distributor workflows into implementations that deliver value quickly and are adopted by customers. The role spans pre-sales discovery and solution design through scoping, configuration, integrations, data readiness, testing, training, cutover, and go-live. The Implementation Manager serves as the engagement lead for standard implementations, aligning stakeholders, managing details, and surfacing changes or risks. They partner with Engineering and Engagement Managers when scope, technical risk, or stakeholder complexity exceeds the standard path. This role is designed as a growth path into an Engagement Manager position leading complex customer engagements. The position is based in Cambridge, Massachusetts, with a hybrid schedule of three days per week in the Harvard Square office. Occasional travel to customer sites, including distribution centers, is expected.

Requirements

At least 2 years of experience in implementation, technical project delivery, professional services, or a comparable role, with demonstrated ownership of customer outcomes.
Technical fluency with APIs, integrations, data models, source systems, and configuration; ability to identify risks and work productively with customer technical teams and senior engineers.
Ability to translate ambiguous customer needs into implementable plans, distinguish requirements from nice-to-haves, surface constraints, and protect the path to value.
Ability to build and run project plans, coordinate dependencies, make decisions visible, and move multiple workstreams forward while maintaining attention to detail.
Customer-facing ability to work with operations teams in warehouse environments and lead meetings with senior stakeholders.
Clear communication skills and calm ownership, including the ability to explain technical tradeoffs plainly, build trust, and align customers and internal teams.
Regular practical use of AI tools to accelerate planning, analysis, documentation, and coordination, with the ability to provide context, evaluate outputs, and correct mistakes.
Data-driven and adaptive thinking, using project and customer data to prioritize while responding flexibly to changing details.
High agency, a continuous-improvement mindset, and willingness to identify root causes, close loops, and improve systems.

Nice To Haves

Early-stage B2B SaaS experience.
Experience with complex B2B, enterprise, or ERP-adjacent software, high-frequency users, and operational workflows that users cannot opt out of.
Experience in wholesale distribution, manufacturing, logistics, or another operationally complex industry.
Experience with CRM, PIM, eCommerce, order management, or systems-of-record integrations.
Experience delivering AI-enabled workflows in customer environments, including trust, correction, and handoff patterns.

Responsibilities

Partner with Sales in pre-sales discovery and solution design; translate requirements into clear scopes and phased plans, surface dependencies and risks, and ensure sold solutions are implementable.
Lead projects from signed agreement through go-live, including kickoff, project planning, configuration, integrations, data readiness, testing, training, and cutover.
Establish stakeholder governance and communication cadence with customer champions, technical teams, and executives; keep decisions and risks visible, escalate early, and resolve issues.
Translate distributor business workflows into technical plans, working with customers and Proton teammates on workflow configuration, data models, and integration approaches.
Assess API, source-system, data-quality, and integration risks; make tradeoffs visible and engage the appropriate technical owners.
Define acceptance criteria; lead user acceptance testing and readiness reviews; prepare users for change, coordinate cutover, and support post-launch adoption.
Track time to value, on-time go-lives, activation, implementation CSAT, and project health; forecast risk and act early when plans need to change.
Turn customer lessons into improved playbooks, templates, estimates, product feedback, and sales enablement to make implementations faster and more effective.
Partner with Engineering and Engagement Managers when scope, technical risk, or stakeholder complexity exceeds the standard implementation path.

Benefits

Meaningful equity.
Company-sponsored 401(k) program.
Health, dental, and vision insurance.
Unlimited paid time off.
10 company-paid holidays.
12 weeks of fully paid parental leave for primary and secondary caregivers, including adoption and fostering.
Professional development support, including books, courses, and conferences.
Access to AI tools and encouragement to find new ones.
Annual company-paid offsites.
Friendly, inclusive, human-first team environment.