Implementation Manager

Mandrel•New York, NY

21h•Onsite

About The Position

Mandrel is building the AI-native ERP for physical goods. Today, our wedge is simple and painful: true, auditable gross margin by SKU and channel, tied to real supply-chain source of truth documents. Founded in 2023, Mandrel has raised over $12 million from Lux Capital, Construct Capital, Zigg Capital, Asymmetric Capital, WndrCo, and Clocktower Ventures. The team is headquartered in New York and brings deep expertise in finance and AI. Mandrel is hiring an Implementation Manager based in New York to own customer onboarding and drive time-to-value for our customers post-sale. This role sits at the intersection of customer success, product, and engineering and is critical to ensuring customers are successfully live on Mandrel’s platform and realizing value quickly and reliably. This is an ideal role for someone who thrives in early-stage environments, enjoys ambiguity, and wants to help define and scale a best-in-class implementation function from the ground up.

Requirements

4–8 years of experience in Implementation, Professional Services, Product, Accounting, or Consulting roles, ideally at early-stage startups or high-growth SaaS companies
Experience managing multiple concurrent technical implementations with external customers
Ability to operate fluently in both business and technical contexts, engaging with executives as well as system admins and technical teams
Familiarity with ERP, accounting, inventory, or supply-chain systems and how they integrate in a broader technology stack
Strong project management skills with a track record of delivering complex projects on time
Strong communicator: Communicates clearly and concisely, tailoring messaging to executives, operators, and technical stakeholders alike
Collaborative: Leans into tough conversations with empathy and respect; takes ownership and follows through; helps teammates beyond formal scope
Implementation fundamentals: Experienced in onboarding customers onto complex SaaS platforms, including project management, integrations, and go-live execution
Customer EQ: Genuinely curious about customers’ businesses and challenges; skilled at asking probing questions and earning trust
Technical fluency: Comfortable with technical concepts and integration methodologies; able to explain how Mandrel works as an accounting system in relation to other tools
Problem solver: Identifies root causes, breaks down complex issues, and gathers the right information to drive resolution
Strong prioritization: Effectively balances urgency and impact across multiple concurrent implementations
Comfortable with ambiguity: Thrives in open-ended environments, creates structure where none exists, and adapts quickly as priorities shift

Nice To Haves

Experience implementing or working alongside systems like NetSuite, Fulfil.io , Cin7, Brightpearl, Odoo, or similar ERPs/IMS tools
Background in finance, accounting, or operations-focused software
Experience building or scaling implementation processes or playbooks

Responsibilities

Own end-to-end implementations for 10–15 customers concurrently, dedicating 100% of your time to driving successful, on-time go-lives
Develop a deep understanding of each customer’s business, systems, and data flows to optimize implementation plans and accelerate time-to-value
Lead implementation projects from kickoff through go-live, including requirements gathering, system configuration, integrations, testing, and launch
Map customer tech stacks (ERP, accounting systems, commerce platforms, EDIs, WMS, IMS, BI tools) and guide customers through technical setup and integration workflows
Map processes, vendors, document flows associated with client Accounting and Finance workflows
Serve as the primary point of contact for customers during implementation, setting expectations, driving accountability, and maintaining momentum
Advocate for customers internally by clearly articulating needs, risks, and tradeoffs to product and engineering teams
Confidently push back on unreasonable or out-of-scope requests while maintaining trust and alignment with customer stakeholders
Identify patterns across implementations and build the playbook for a repeatable, scalable implementation process as Mandrel grows
Partner closely with sales, solutions, product, and engineering to ensure smooth handoffs and tight feedback loops