Implementation Manager, US

Gigs•San Francisco, NY

11h•Remote

About The Position

Gigs is building the operating system for mobile services, a platform that allows tech companies to embed global connectivity into their products seamlessly. The company automates provisioning and removes telecom complexity for various businesses like fintechs and HR platforms. Gigs is a fast-growing tech company with around 150 employees across the US and Europe, backed by significant funding. They are tackling complex technical and regulatory challenges in the telecom space and are looking for individuals driven by curiosity, creativity, and a desire to shape the future of telecom. The company values a proactive approach to challenges, speed in execution, ownership, customer obsession, comfort with ambiguity, and a first-principles mindset.

Requirements

5+ years in implementation, solutions engineering, or professional services at a high-growth B2B or SaaS company.
Experience in fintech, payments, or developer-platform businesses is a strong signal.
Understanding of B2B2C businesses where customer success depends on their customers' adoption.
Experience in making an engagement work with a client without a pre-existing playbook or safety net.
Technically fluent, capable of holding conversations with engineers about API architecture, webhooks, and integration design, and translating technical concepts into product strategy for C-suite executives.
Precise and persuasive written and verbal communication skills.
Experience operating in an environment with ambiguity and organizing it.

Nice To Haves

Experience in fintech, payments, or developer-platform businesses.

Responsibilities

Lead customer implementations end-to-end, owning each project from scoping and kickoff through go-live and beyond.
Work directly with customer engineering and product teams to define feature sets, journeys, and architecture for their specific use cases.
Ensure the B2B2C motion works by understanding how customers position and sell Gigs to their users, and deeply understanding what a high-converting consumer experience looks like.
Act as a forward-deployed product lead, identifying blocking features, articulating them, and collaborating with internal and external Product and Engineering teams to find solutions.
Manage a portfolio of multiple high-stakes projects simultaneously across different customers, verticals, and geographies.
Build the implementation playbook by creating processes, templates, and frameworks for future team members.
Connect commercial dots by working closely with the BDM team to ensure implementations achieve the commercial outcomes promised in the sale, understanding conversion flows and business success metrics.